Brent Schlaeger
Elk River,MN
Summary
Technical Solutions Analyst with proven expertise in desktop support and issue resolution at Deluxe Corporation. Proficient in ServiceNow and monitoring tools, enhancing customer engagement through effective communication and problem-solving. Recognized for process improvements and delivering exceptional service, resulting in high user satisfaction and seamless operations.
Overview
32
32
years of professional experience
Work History
Technical Solutions and Support Analyst II
TATA CONSULTANCY SERVICES
Minneapolis, MN
01.2023 - 01.2024
- Desktop support for internal users.
- Create, update and close ServiceNow tickets for users with Domain profiles, PC, iPhone, Mac, and printer issues.
- Assist manufacturing facilities with server issues involving production.
- Monitor multiple websites and servers including Production and QA, using monitoring tools such as SCOM, CASD, Scrutinizer and Riverbed Dashboard.
- Applies application ITIL methodologies to daily job functions.
- Proactively monitor and resolve issues within the network before an outage occurs.
- Host rally room calls for support groups to resolve outages.
Technical Solutions and Support Analyst II
DELUXE CORPORATION
Shoreview, MN
01.2012 - 01.2023
- Exceptional desktop support for internal users. Demonstrates top notch quality in resolving service tickets and proactively assisting users with Domain profiles, PC, iPhone, Mac, and printer issues.
- Provides outstanding customer service to internal and external customers.
- Provides timely and quality assistance to manufacturing facilities with server issues in direct support of production.
- Monitors multiple websites and servers including Production and QA, using monitoring tools such as SCOM, CASD, Scrutinizer and Riverbed Dashboard.
- Applies application ITIL methodologies to daily job functions.
- Proactively seeks ways to improve processes and develop comprehensive solutions.
- Proactively monitors and resolves issues within the network before an outage occurs.
- Hosts war room calls for support groups to resolve outages.
- Handles difficult customers with thoughtful care and consistently displays professionalism in various interactions and settings.
eCommerce Technical Analyst
DELUXE CORPORATION
Shoreview, MN
01.1999 - 01.2012
- Partnered with Electronic Delivery Consultants as the technical point of contact to supply financial institutions with the best electronic application/connection for placing check orders. Connections were frame relays or internet connections.
- Project manager for the technical subset of implementation project; collaborated with the technical contact at the financial institution to implement their connection; administrative duties of projects.
- Worked with third party applications and financial institutions to integrate the Windows based Deluxe check ordering application.
- Utilized technical aptitude for determining connection type to customer; whether by internet connection or a frame relay connection through T1 lines, or MPLS connections.
- Assisted customers with various security models for access to the network, (e.g., digital certificates, tokens, user IDs/passwords).
- Met Service Level Agreements (SLA) and partnered with Web Application Support and the Network groups to provide communication of root cause for external and internal customers.
- Subject Matter Expert (SME) for the Deluxe OrderPro, ONE for Internet and DeluxeDetect applications.
- Provided technical support by partnering directly with customers to resolve technical problems with client facing electronic ordering and batch solutions, using remote desktop applications, and documented with the Remedy tracking system.
- UAT testing- pricing, functionality and infrastructure changes that impacted electronic ordering solutions.
- Second level support for support center and other internal departments.
- Trained First Level Support and other support groups within the company to develop problem-solving skills for assisting customers.
- Trained customers on internal applications & administration functions via WebEx.
- Continually worked with the network group to sunset obsolete servers and lease lines to lower operating costs.
Lead CMR
DELUXE CORPORATION
Shoreview, MN
01.1995 - 01.1999
- Handled calls from irate customers into our CMR group.
- Set up PCs for new employees and moved PCs of existing employees. Re-imaged PCs and set up printers within the network.
- Assisted CMR's with issues on Business System’s product orders and service.
- Assisted with administrative duties; conducted meetings; interviewed new CMR candidates.
- Monitored incoming calls for training/review purposes and trained incoming CMR’s.
Customer Management Representative (CMR)
DELUXE CORPORATION
Shoreview, MN
01.1992 - 01.1995
- Received orders from customers for business products (check orders, business forms, envelopes, stamps, etc.).
- Assisted customers with issues on their orders.
- Maintained and surpassed expected monthly sales/service quotas.
Education
Business Administration -
University of Minnesota
Duluth, MNComputer Technology Course - basic electronics, hardware and software, peripherals, data communications and microprocessors
Control Data Institute
St Paul, MNSkills
- Active directory and LDAP
- Mainframe and AS400
- HTML and digital certificates
- MPLS and TCP/IP
- Citrix and terminal services
- Windows server 2003 and 2008
- Lotus notes and Outlook
- SharePoint and Office suite
- Desktop support and remote assistance
- ServiceNow proficiency
- Monitoring tools expertise
- Process improvement strategies
- Problem-solving skills
- Effective communication techniques
- Team collaboration abilities
- Training development and coaching
- Ticketing systems management
- User account management practices
- Hardware support solutions
- Application support services
- Customer service excellence
- Customer engagement strategies
- Empathy and patience in service delivery
- Escalation handling techniques
- Documentation and reporting skills
- Helpdesk operations management
- Mobile device support expertise
Timeline
Technical Solutions and Support Analyst II
TATA CONSULTANCY SERVICES
01.2023 - 01.2024
Technical Solutions and Support Analyst II
DELUXE CORPORATION
01.2012 - 01.2023
eCommerce Technical Analyst
DELUXE CORPORATION
01.1999 - 01.2012
Lead CMR
DELUXE CORPORATION
01.1995 - 01.1999
Customer Management Representative (CMR)
DELUXE CORPORATION
01.1992 - 01.1995
Business Administration -
University of Minnesota
Computer Technology Course - basic electronics, hardware and software, peripherals, data communications and microprocessors
Control Data Institute