Systems Engineer Technical Support
Resume:
Lawrence Lentz
Associate . Systems Engineer
.
**************@*****.***
.
Herriman, UT 84096
.
PROFESSIONAL SUMMARY
Highly skilled Implementation Engineer with 6 years of experience in managing and executing software and system implementations. Proven track record of delivering complex projects on time while ensuring seamless integration and customer satisfaction. Adept at collaborating with cross-functional teams, troubleshooting technical issues, and providing exceptional post-implementation support. Seeking to leverage expertise in the technical industry to drive successful implementations and support.
Core Competencies
● Project Management
● System Integration
● Technical Support
● Troubleshooting and Debugging
● Client Communication
● Requirements Analysis
● Process Improvement
● Technical Documentation
EXPERIENCE
IMPLEMENTATION ENGINEER /ANALYST, Pleasanton, CA
Tekion, August 2021-August 2023
● Provided hands-on support and troubleshooting during the implementation process, resolving issues promptly to minimize downtime.
● Trained client teams on new systems and features, enhancing their ability to utilize the technology effectively.
● Coordinated with clients to gather and analyze requirements, ensuring that project deliverables met business needs and technical specifications.
● Created and maintained technical documentation for system configurations and processes.
● Functional Testing experience of Web/Cloud based Applications.
● Collaborate and work with cross functional teams like Technology, Implementation and Support Teams.
.
IMPLEMENTATION SPECIALIST/FORMS PROGRAMMER, Sandy, UT Cox Automotive, May 2018-May 2021
● Responsible for programming Finance & Insurance (F&I) forms for our clients. For example; Retail and Lease Contracts, Title and State Forms, Product forms including service contracts, aftermarket and GAP forms
● Required to make changes, and/or adjustments to the clients' forms, including form alignment, calculation errors, disclosure and any additional requests from the client
● Responsible for understanding the Business Office application within the DMS to assist clients with creating deals and adjusting set ups
Maintains close relationship with clients during their forms testing period and continues supporting them for 3 months after the initial 3-week testing period
● Manages several projects at a time by tracking the client's form testing progress and escalating any major issues
● Works closely with Project Managers and Installers to ensure that the client's needs are being met and that their forms are being corrected in a timely manner
.
SCHEDULING AND ACCOUNT SERVICES, Draper, UT
Dell/EMC Corporation, February 2014-February 2018
● Team of 22 operating 24x7x365 handled on avg, 4,400 new cases a week, 3772 incoming phone calls and 1632 incoming emails
● Work with team on Cloud and Data storage.
● Our division has the highest CSAT in the America's
● Averaged over 10 cases an hour while focusing on delivering an outstanding service experience to increase TCE
● Led division-wide mapping project that reduced CE mileage and increased Jobs/Shift
● Involved in Mentoring program and training new employees on correct processes and procedures
● Involved in hiring interviewing process for new employees
● In charge of daily Age in Process document sent to CE's, DSM's and ASR's.
.
PROJECT & MATERIALS MANAGER/GRAPHIC DESIGNER, Midvale, UT Sportsman's Warehouse, October 2013-February 2014
● Managing the entire product line life cycle from strategic planning to tactical activities
● Specifying market requirements for current and future products by conducting market research supported by on-going visits to customers and non-customers
● Driving a solution set across development teams (primarily Development/Engineering, and Marketing Communications) through market requirements, product contract, and positioning
● Developing and implementing a company-wide go-to-market plan, working with all departments to execute
● Developing and creating new ideas graphically in order to represent an idea
● Working with a design team and sharing out individual responsibilities
● Sometimes a graphic artist may also work directly with the client or alone
● Meeting deadlines for completion of projects
● Making use of various computer software in order to deliver the final product required by the client
● Working in coordination with the other departments like photography, copywriting, client servicing and production
● Meeting the industry standards.
.
PROJECT MANAGEMENT, Orem, UT
Mobile Productivity, Inc., July 2010-October 2013
● Ensure cases in process fulfillment queue and requested product is processed in SL program accurately
● Resolve case inaccuracies by taking corrective actions that ensure case success
● Oversee training material processing to ensure clients requests are fulfilled in a timely manner
● Prepare and stage servers that are shipped to clients
● Troubleshoot server bugs and ensure appropriate fixes are implemented
● Install programs on servers that are requested
● Work across teams with tech ops and customer services reps to confirm client requests are exceeded
● Fulfill large volumes of client orders efficiently through proactive time management
● Verify, catalog and maintain accurate records of order fulfillment and receiving for future reference
● Determine methods of shipment utilizing knowledge of shipping procedures, routes and rates
● Unpack, examine incoming shipments and correspond with shipper to rectify damages and shortages.
.
EDUCATION
COMPLETED COURSEWORK TOWARDS ASSOCIATE OF ARTS AND COMPUTER SCIENCES IN COMPUTER SCIENCE, Puyallup, WA Pierce College REFERENCES
JAUSH ZAMORA UPS47
Friend
.
COLLETTE CALDERWOOD HexClad
Sales Manager Friend
********.**********@*****.***
.
SKILLS
Novell Netware, PC / MAC, MS Office Suite / Adobe Suite / SL / CRM, Oracle CSI / WFM, Collaborative/Motivational, Operating Platforms: PC/MAC
Software Applications: MS Office Suite/ Adobe Suite/SL/CRM/Java Script/VMware Programs: CSI/WFM; Troubleshooting, & data analysis Supervision, Managerial Project Management
Oral communication skills expressed in presentations and working with clients extensively. Excellent customer service skills via phone and email to insure successful and professional communication through active listening and thoughtful questions and responses.
Contact this candidate