Scott Hauenstein Email & Phone Number

Brookfield, Wi

In business for over 60 years, The Howard Company is an ESOP owned point-of-purchase display manufacturer located in Brookfield, Wisconsin. We have built our reputation on providing first class customer service and high quality products under our brands, Howard Menu Systems, Howard Displays, and Howard Digital Systems. We specialize in indoor and drive-thru digital menu board systems, illuminated and non-illuminated menu boards, drive-thru lane equipment, and food service products as well as permanent and semi-permanent (POP) retail merchandising displays.

Greater Milwaukee Area

- Provide phone-based technical support for software issues related to dental x-ray equipment- Aid in resolving connectivity issues between software and intraoral, panoramic and cephalometric x-ray equipment

Greater Milwaukee Area

- Perform nightly monitoring of company server activity- Investigate, diagnose and resolve server and program errors- Deploy operating system patches and software updates to company servers- Execute SQL scripts to update customer and company data- Provide after-hours emergency support to remote and overseas employees- Execute and assist in escalation protocols

Milwaukee, Wi

- Manage plumbing/drain-cleaning/HVAC/Electrical/Kitchen-Appliance service-provider dispatches via phone and email to senior living facilities across the United States and keeping them up-to-date in Cherwell ticketing program- Create customer-facing quotes for pending maintenance projects using DUC/ICIS- Conduct new-hire training on Cherwell dispatch ticket management system, walking new Partners step-by-step through creation of dispatches and quotes with self-written process road maps- Assist the IT Engineering team in testing and data-gathering for the TELS|LS Mobile app via test submissions- Manage and distribute customer survey feedback

Milwaukee, Wisconsin

- Performed daily training, troubleshooting and support of consumer parts look-up ande-commerce solutions for outdoor power, motorsport, marine, RV, and appliance dealers and OEMs. Handled an inbound phone queue of 25-100 calls per day, and managed a personal case load of 25 calls/emails minimum. Use remote connection software to access users' workstations and resolve error messages, installation problems, and connection issues.- Designed, edited, and maintained template-based, consumer-facing websites, including but not limited to HTML formatting, image editing, and page layouts- Managed case escalation to Development, IT, Project Management and Data Conversion teams. Maintained contact with representatives in those departments to assist in troubleshooting process, while still "owning" the case.- Performed daily follow-up on all outstanding calls to update customers on status of case and to obtain further information (if available) if case required further escalation.- Assisted in training of new technical support representatives through hour-long "shadowing" sessions, with new hires observing and listening in on case work.- Created documentation for company's software and wrote Q&A documents addressing common issues experienced by customers for use on company's internal intranet and public website's knowledge base.- Assisted external customers with configuration of e-commerce email solutions on Android smartphones and iOS devices.- Was a part of weekly on-call rotation for after-hours support.- Engaged in monitoring and maintenance of network servers and system backup processes. Handled daily and weekend tape backups and AS/400-based system commands.- Performed quality-assurance testing of software prior to release using checklist I created at company's request. Replicated and distributed CD/DVD media.

Milwaukee, Wisconsin

- Performed troubleshooting and support of employee software platforms, including but not limited to Windows/Microsoft applications, stock brokerage software, and financial management programs- Replaced hardware on users' desktop PCs when necessary; set up new workstations for incoming employees.Consumer Loan Processor – September, 1996-August 1998- Performed daily data entry of consumer loan applications in preparation for loan officers; processed 30-40 applications per day.- Maintained consumer loan records in hardcopy and electronic formats.

- Provided customer assistance in the selection and purchase of products in consumer electronics department and other departments where needed. Took inbound customer service calls.- Maintained stock data through use of electronic recordkeeping, filled shelves and wall displays with merchandise. Printed and updated store signage.