Rick Hager Email & Phone Number

Boise, Id, Us

United States

Senior Support Specialist at PreciselyPrecisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 90 percent of the Fortune 100. Precisely’s data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. Learn more at www.precisely.com

Irvine, Ca

Burbank, Ca

Support Island Pacific software for retail stores. Execute commands in AS/400, DBU, SQL, and Query/400 to troubleshoot and resolve client system issues on a production database. Software interface support includes but not limited to:• Island Pacific System suite• New Breed• SPICE• ORPOS• Takes ownership of business user inquiries by resolving moderate to complex issues. Proactively pushes to investigate issues with the business using her/his knowledge. Places the effort required to get to the bottom of the problems and follows up consistently with business as promised/agreed upon. Follows through on all commitments. • Assists internal resources, System Engineers, and/or Solution Architects during demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.• Compose FAQ’s, document solutions, and knowledge-base items.• Occasional travel for on-site business assistance, certification, and/or educational seminars.• Participate in On-Call rotation “after hours” during the week and weekends.• Participate in development of new Customer Care processes and tools.• Receive telephone calls and emails from customers and/or partners concerning technical issues. Opens service requests for each business call and updates in call tracking system on a consistent basis (daily or weekly – depending on the severity level).

• Receive telephone calls and emails from customers and/or partners concerning technical issues. Opens service requests for each customer call and updates in call tracking system on a consistent basis (daily or weekly – depending on the severity level).• Takes ownership of customer inquiries by resolving moderate to complex issues. Proactively pushes to investigate issues with the customer using her/his knowledge. Places the effort required to get to the bottom of the problems and follows up consistently with customers as promised/agreed upon. Follows through on all commitments. • Assists internal resources, System Engineers, and/or Solution Architects during demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.• Compose FAQ’s, document solutions, and knowledgebase items.• Occasional travel for on-site customer assistance, certification, and/or educational seminars.• Participate in On-Call rotation “after hours” during the week and weekends.• Participate in development of new Customer Care processes and tools.

• Create, track and follow up client’s requests for software enhancements. • Address software questions and evaluate a client’s understanding and usage of the software’s capability.• Report malfunctioning elements of the software to the development department.• Dial into clients’ systems to explore and repair incorrect settings and configurations.• Liaison with the development department to provide status on a reported service request.• Evaluate clients’ technical environments and supply them with upgrades for a more current software release.

• Quality assurance testing and debugging of new programs and program fixes. Tested programs for errors and ease of use. Assisted developers in determining source of program bugs. Created a proper testing environment using DBU to change files as needed. Completed all testing within project time lines. Documented the testing process using industry-accepted processes.• Provide technical support to client users for software applications with functional and technical issues in a call center environment. • System IT Monitor for National Basketball Association. Involved in testing and debugging of new programs and program fixes. Monitoring IT System and running Robot Job Scheduler. Responsible for executing queries, initiating jobs for schedule, recovering abnormally ended jobs, and defining/changing user. • Technical experience with multiple product software modules; Island Pacific Merchandising, (Inventory, Receiving, Distribution / Allocation), and Island Pacific Warehouse. • Lead technical support for Warehouse System modules, including system definition, distribution, error resolutions, cycle counting, auditing, and reconciliation between Warehouse / Merchandise Stock Ledger.• Resolve system reconciliation process issues with client managers.• Troubleshoot data integrity problems with client development staff.• Analyze and evaluate client user software utilization processes to determine if additional training was needed or validated that a program change was initiated. • Execute commands in AS/400, DBU and Query/400 to troubleshoot and resolve client system issues on a production database.• Performed internal training for Merchandising, Receiving, Distribution, and Inventory processing as well as Warehouse system. • Travel to international and domestic client sites to identify technical issues and provide training for new release implementations.