Stephen Uhl Email & Phone Number

Troubleshoot and resolve escalated customer issues on the application including system configuration/setup function and general usage of products and services via multiple channels.Read and interpret application server logsRun SQL queries to troubleshot and resolve application database issuesProvide application and tool training for Tier 1 Support and contractor representativesAdvise Tier 1 representatives on solutions to questions via chat and in-person discussionsPropose suggestions and improvements to the company’s softwareTroubleshoot, repair, and test defective customer barcode scanners

Mchenry, Il

Provided product and technical support to customers by answering questions on applications including system configuration/setup function and general usage of products and services via multiple channels.Read and interpret application server logsProvided first call resolutionContinually maintain strong, positive relationships between internal and external customers during each interaction.Assisted co-workers in the resolution of other presented customer issuesProposed suggestions and improvements to the company’s software

Mchenry, Il

• Provide product and technical support to customers by answering questions on system configuration/setup function and general usage of products and services via multiple channels.• Provide first call resolution• Continually maintain strong, positive relationships between company and customers during each interaction.

Waukegan, Il

• Led department of 15 technical product support representatives including mentoring, monthly evaluations, coaching and training• Provided application, product support and sourcing for wide range of products required to maintain water and wastewater treatment• Sourced non stocked items to satisfy product requirements on both individual and RFP requests• Handled all escalated calls and issues within department• Led daily response to customer technical issues through direct customer and internal calls, ticket system, instant messaging and walk-up inquiries to achieve goal of 4 hour customer response• Developed monthly training program for cross departments• Developed, tested and implemented replacement customer issue tracking system• Pulled, processed and analyzed daily, weekly and monthly reports to assist in monitoring workload• Performed monthly phone monitoring and conducted employee meetings to review performances• Completed annual reviews for all department employees

Lake Zurich, Il

• Developed and generated daily, weekly and monthly status reports for customers and upper management• Generated monthly reports for submission to government agencies• Developed and created reports in Excel using advanced formulas including VLOOKUP and Pivot tables

Mundelein, Il

• Led department of 26 Account Managers, 2 Customer Service Representatives and 2 EDI Specialists• Created and analyzed department and customer metrics and workloads then proposed and implemented account management changes based on customer needs• Maintained and developed customer relations while accepting and resolving customer escalation issues• Provided product and sales support for various product lines including private label items• Continually developed and improved department training program• Developed and wrote department training manual and new hire training process

Carol Stream, Il

• Led department of nine Support Representatives within a technical call center environment• Monitored and coached department for order processes from entry to shipping within proprietary database• Managed and resolved day to day issues and escalation situations for all company customers• Monitored daily team customer calls and reviewed department performance on monthly basis• Analyzed customer order and inventory process then proposed and implemented changes resulting in time and cost savings• Participated in customer quote process for new and existing customers• Analyzed monthly sales statistics by developing daily, weekly and monthly metric reports using Excel• Developed and implemented department continuing education training programs

Arlington Heights, Il

• Responsible for maintaining and developing multiple major customer accounts• Identified customer issues regarding service and contracts and implemented necessary solutions• Monitored and adjusted customer owned inventory pool to ensure timely fulfillment of customer requests• Forecasted future equipment requirements and suggested customer improvements for implementation• Developed and distributed reports as requested by customers and proposed new reports for better tracking of customer objectives

Lincolnshire, Il

• Managed department of nine Technical Support Specialists within a technical call center environment• Participated in cross departmental discussions for troubleshooting and resolving current and potential customer issues• Monitored daily order entries within Remedy database for expected response times and adherence to departmental procedures• Developed and implemented departmental training programs for continued education• Developed and maintained a reporting methodology to upper level Motient managers tracking customer and product trends• Responsible for recruiting, hiring and training new and current support specialists• Compiled and conducted annual department performance reviews

Lincolnshire, Il

• Supervised department of nine Technical Support Specialists within a technical call center environment• Acted as the department primary point of contact for all company issues or escalated issues• Trained new technical support personnel in departmental job requirements and procedures• Advised team members on improving daily work processes for resolving customer issues• Assisted in recruiting and interviewing prospective technical support personnel• Mentored and coached department personnel for achievement of continuous education improvement• Documented, tracked and resolved anomalous events falling outside normal operating procedures

Lincolnshire, Il

• Led department of nine Technical Support Specialists within a technical call center environment• Assisted other departments in troubleshooting and resolving current and potential customer issues• Developed and implemented department trouble ticket turnover tracking system• Developed and implemented department metrics report for better tracking of department workload• Coordinated department certification/training classes for continued education of personnel• Resolved department personnel issues as they developed• Evaluated and coached team members on daily performances

Lincolnshire, Il

• Performed second level troubleshooting of daily customer problems and concerns for both vertical and horizontal customers.• Interpreted SU traces, RF Logs and UMS reports to identify network/customer trouble issues• Assisted Project Managers in customer application and coverage testing• Advised other team members concerning course of action for their current trouble issues

Buffalo Grove, Il

• Acted as customer liaison and advised customers on their system installations and projects• Dispatched and coordinated installation technicians on nationwide basis• Managed installation projects from initiation to billing• Developed and wrote project installation specifications• Advised office personnel on computer spreadsheets and word processing• Troubleshot and resolved system problems and customer questions• Provided assistance in all phases of telephone data, video, and paging cable installations