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Customer Service Technical Support

Pittsburgh, Pennsylvania, United States
January 30, 2018

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Brett Tyson

** ******* ** • Pittsburgh, PA *****

412-***-**** •

Qualifications Profile

Bachelor's Graduate with a degree in Business Technology Support and Training, offering hands on experience utilizing information technology to enhance organizational effectiveness.

Adept in integrating technology with business operations to optimize efficiency and productivity.

Experience in CRM Customer Databases, Business Solutions, Business-to-Business applications and wireless support services.

Demonstrate strong abilities in handling multiple projects simultaneously, meeting tight deadlines and working in a fast-paced professional environment.

Exhibit dynamic follow-through, astute professionalism, and a stellar work ethic.

Professional Education

Indiana University of Pennsylvania 2012

Bachelor of Science in Business Technology Support & Training

Deans List Honors Fall, 2011 and Summer, 2012

Professional Experience

SAP Ariba Arc Renewal Specialist

April 1, 2017-August 1, 2017

-Manage a portfolio of renewals ensuring successful execution of renewals process and customer retention.

-Provide critical support to commercial team throughout renewals lifecycle.

-Processing of standard and complex orders utilizing multiple systems (CRM/ICP/ISP)

-Partner with commercial team to provide seamless customer support during renewal cycle.

-Work closely with finance and legal teams to ensure all contracts are accurate.

-Manage regular cadence of in-quarter and pipeline reporting.

-Respond to questions from commercial team on any aspect of renewal.

-Partner with other renewal team members as appropriate to assist with successful completion of renewal.

-Resolves problems through research, consulting with internal support teams, to identify the appropriate tools for success.

-Responsible for the prioritization and completion of specialized projects assigned by the Team Manager/Lead.

-Proactive identification of perceived risks or issues with CRM/ICP.

SAP Ariba Procurement Operations Specialist

January 21, 2015-April 1, 2017

-Provides inbound application and functional support for all relevant Ariba applications, both internally and externally, by way of email, web form and phone.

-Resolves 80% of issues without escalation.

- Respond to customer inquiries in a timely manner and within service level objectives.

-Successfully documents all requests through the CRM system while adhering to all documented procedures.

-Provides general assistance to other teams within Global Customer Support and Ariba.

-Conducts all customer interactions in a manner that presents Ariba in a positive light.

-Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Ariba.

-Ensures that individual performance meets or exceeds the department standards

-Promoted to Senior role within final 6 months of the position prior to promotion.

Office Depot Senior Sales Consultant/Tech Department Bethel Park, PA Location

October 7, 2014-January 3, 2015

Zoll LifeVest Technical Support Specialist

November 18, 2013-May 22, 2014

-Provided technical support via phone which included analysis and resolution of product or system problems, instructional support of the Zoll LifeVest, and equipment shipping.

-Troubleshot issues effectively and in compliance with all associated training and work instruction.

-Identified specific issues regarding patient questions/concerns/complaints and utilized advanced troubleshooting skills to resolve issues.

-Documented all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports and any other required documentation in applicable systems.

-Dispatched Patient Service Representatives to patient sites as required resolving patient issues and ensuring patient safety.

-Identified and executed the most cost-effective approach to deploy in resolution of patient concerns.

-Provided back-up on all patient and physician issues in substitution for other departments in a 24-hour environment.

-Provided exceptional customer service to our patients, medical professionals, and field personnel.

-Facilitated returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.

-Appropriately identified alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness or performance of the LifeVest in accordance with company policy and applicable regulations.

-Processed End of Use requests when requested and applicable in accordance with all End of Use procedures.

-Appropriately identified Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure protection of patients quickly and effectively.

-Appropriately identified escalated issues requiring external communication and ensured that they were documented, tracked and escalated in accordance with work instruction.

-Worked closely with Customer Support and Field Personnel to arrange patient visits with Zoll representatives as needed to resolve issues.

Technical Skills

Software Applications Knowledge of IT SDLC (Software Development Life Cycle) methodologies

SAP CRM Database Systems

MS Office (Word, Excel, PowerPoint, Outlook)

SAP Procurement Tools (Ariba Network, P2P, Quadrem)

Customer Call Report Interface used by Zoll

Oracle VM VirtualBox


Norton 360

McAfee LiveSafe

Technical Summary

Firsthand knowledge of SAP CRM and Procurement Tools

Experience in basic website design and development

Experience in installing and troubleshooting software

Working knowledge of Microsoft applications

Working knowledge of Sony Gaming Consoles

Experience with the Windows environment

Ability to multitask and work effectively in a dynamic technical environment

Experienced Ice Hockey Player of 20 Years (Non-IT-related)

Professional References

Dr. Scott Mensch


Dr. Azad Ali


Amanda Hammel



Beau Kinyon



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