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Customer Service Representative

Dallas, Texas, United States
March 01, 2018

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kurt wolfenbarger

SME at IBM Corporation


•Act as first line of support for all issues relating to our application and surrounding products. Investigate and analyze these issues and where possible work to resolve the issue.

•Diagnosing problems and identifying potential solutions.

•Ensure timely resolution of all assigned issues and provide regular updates

•Escalate issues or liaise with Development or Business teams on assigned open issues until they are resolved and closed

•Accurately record details of communications with clients and Development or Business teams

•Manage high severity incidents via process and work with clients to resolve issues as soon as possible.

•Escalate issues where required to ensure appropriate resolution is achieved.

•Become a subject matter expert.

•Ensure appropriate support documentation exists.

•Document and maintain procedures for all Prod Support processes

•Assistance with User Acceptance Testing as required. Experience

SME at IBM Corporation at Experis/at IBM

July 2011 - Present

Level 1 direct Business Partner support for Hardware and Software services contracting application. Utilize SQL for research and resolution of Application and data problems. Escalate issues to Level 2 and Development for additional Problem Determination and/or correction Data creation for UAT on new Application releases and new solutions. Volunteer Coordinator at CareerConnection

February 2011 - July 2011 (5 months)

The Volunteer Coordinator for CAREERCONNECTION, the largest and oldest networking and career management organization in the Dallas/Fort Worth Metroplex, which is dedicated to help all levels of professionals from entry to senior executives better manage their careers by providing a wide variety of programs and services.

Advisory Information Specialist at IBM CORPORATION January 1997 - April 2010 (13 years 3 months)

Contract Handling International Solution - IBM Internal System for supporting the Sales Enablement & Contract Management processes.

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Responsiveness: Issues Log/Production Support: Level 2 support on application problem resolution. Initial response to submitter within one business day.

Communications: Comprehensive information to Field via Conference calls, Lotus Notes. Training: Assistance with development and delivery for Field Team Leaders, Internal groups and Peers. Created Quick Reference Guide to the data tables and Application to be used by new Team members and Shareholders.

Data Integrity: Maintain Desk Procedures / User Guides / Notifiers for complete and accurate backup situations.

Release Implementation: Support and testing of new Application releases. Change Management: Installation, testing and validation of new data table information, i.e. new service offerings or pricing changes/additions.

Administrative Information Analyst 1989 - 1997 On-line Research Application Specialist for Company Wide Research Team

Provided accurate and timely feedback to employee-generated inquiries on administrative subjects. Worked with IBM Legal, IBM Announcement and Offerings Assurance, IBM Global Financing, IBM Commissions and IBM Manufacturing, taking average response time from 3 days to less than 24 hours. Sales Branch Office Administration 1980 - 1989

Comprehensive Administrative support for Sales and Technical Staff. SKILLS

• Customer Relations & Support

• Contracts & Agreements

• Account Management

• Sales & Marketing Support

• Inventory & Asset Management

• Internal Audits

• Policies, Processes & Procedures

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• Regulatory Compliance

• Software Test & System Implementation

• Administrative & Office Management

Information Specialist at IBM

June 1980 - March 2010 (29 years 9 months)


Kansas State University

B.S., Agriculture/Horticulture/Business

Activities and Societies: Sigma Nu Fraternity

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kurt wolfenbarger

SME at IBM Corporation

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