Chris L. Lagemann
Chandler,USA
Summary
Senior level Technical and Product Support Analyst with extensive experience in Technical Support, Quality Assurance, SAAS, Software Integration and Troubleshooting. Experiences include development support using Microsoft Visual Studio, C#, Javascript as well as Tier 3 support, defect reproduction and submitting and knowledge base article creation and editing.
Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of operations and resilient nature focused on finding root causes and making permanent improvements. Offering many years of experience working in high-pressure environments to address customer concerns and questions.
Customer and peer recognized for customer service excellence receiving numerous positive customer experience reviews from customers inclusing Chevron, Sheetz and Speedway.
Knowledgebase certified - Recognized for the ability to create knowledgebase articles with clear and concise steps to resolve issues.
Proven team player - Collaberated with peers and management during "system down" critical customer issues.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
Blue Yonder Software
Scottsdale, AZ
08.2016 - 11.2025
- Company Overview: Supported Enterprise Store Operations (ESO) for corporations such as British Petroleum, Sheetz, Speedway and Canadian Tire. ESO is a multifunction software system that integrates Store Operations, Payroll, Inventory Control, Workflow Management, and Sales.
- Provided support for transitioning from On Prem to Cloud Hosted Solutions using Microsoft Azure
- Supported Enterprise Store Operations (ESO) for corporations such as British Petroleum, Sheetz, Speedway and Canadian Tire. ESO is a multifunction software system that integrates Store Operations, Payroll, Inventory Control, Workflow Management, and Sales.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Provided after hours support to large corporate customers in 24/7 uptime environment, often working off hour shifts to accommodate time zones.
Senior Product Support Specialist – Development/Third Level Support
Infor (Formerly SalesLogix)
Scottsdale, AZ
12.2002 - 05.2016
- Provided third level support for difficult issues. Interact directly with QA to resolve documentation and software defects.
- Provided support readiness for new products/service pack releases. This includes training sessions, documentation and participating in beta testing.
- Provided support for SalesLogix/Infor Cloud products.
- Subject matter expert for several SalesLogix/Info products including Infor Synch for Exchange, Exchange Link, desktop Integration, Infor/SalesLogix Web host/client implementations.
- Provided Script and Customization support for SalesLogix/Infor CRM Business Partners and customers using C#, Windows and SalesLogix/Infor CRM Architect.
- Provided Technical Support for Worldwide Business Partners and Customers for SalesLogix/Infor CRM Management Software versions 5.x through 8.2.x as well as the Saleslogix/Infor CRM Web Server and Client software interfaces.
- Installation and configuration of Windows 2003/2008/2012,2014/7.x/8.x Servers and workstations.
- Installation and configuration of Microsoft SQL Server 2000/2003/2005/2008/2012/2014.
- Installation, design and maintenance of Customer Support Departments Test Network including Microsoft Exchange 2003/2007/2010/2013 installation, configuration of DNS and DHCP Servers using both VMWARE, VSPHERE and Microsoft Hyper V.
- Participated and presented seminars on customization, new product features and How To’s as well as provided personal technical support at the onsite Support Center at Sage Summit(s) in Nashville Tennessee, Washington DC and Atlanta Georgia.
Systems Administrator / Customer Support
Foodchain, Inc.
Tempe, AZ
08.2001 - 02.2002
- Provided 24/7 network/systems support for up to 40 servers and 100+ end-users on Windows 2000 Server/Workstation TCP/IP Network.
- Installation, configuration, maintenance and administration of companies Windows 2000 Active Directory domain.
- Install and configure custom Internet and financial applications, network servers, Cisco routers, firewall topology, IP phone hardware, Internet information services, Intranet architecture and Microsoft Pocket PC based handheld scanning devices.
- Administer e-mail systems including new user setup, mail lists and client configuration. Design and edit Intranet infrastructure and content to support customers and document IT systems.
- Create documentation standards and produce detailed hardware, software and troubleshooting manuals.
Technical Analyst / Network Operating Systems
Sprint Corporation
Phoenix, AZ
02.1999 - 08.2001
- Executed special projects in support of various clients. Upgraded and troubleshot customer systems, migrated data, designed web sites, researched desktop applications and deployed network infrastructure.
- Orchestrated an Exchange 2000 systems migration project for Del Webb Corporation. Planned and deployed a streaming video web site for Arizona State Senate including servers, workstations and streaming media services.
- Team member/participant in Lotus Notes to Microsoft Exchange 2000 migration for the Honeywell Corporation.
- Served as test engineer for a special project at American Express including test design, environment configuration, automation script development and implementation, testing processes, documentation and improvements.
- Tested and upgraded systems for America West at Phoenix International Airport as part of Y2K compliance efforts.
- Troubleshot and reconfigured Lotus Notes and CCMail services at Cigna Healthcare.
- Recipient of the Silver Eagle Award for outstanding customer service and support.
Education
Advanced C# Windows and Web Programming
09.2015
A.S. - Specialized Technology, Computer Science
01.1990
- #2 in Graduating Class
- GPA: 3.99
.NET programming, Visual Basic, Visual C#
Various courses including .NET programming, Visual Basic and Visual C# using Microsoft Visual Studio 2005/2008/2010/2012
Skills
- Cloud solutions and Microsoft Azure
- Software integration and application support
- Technical troubleshooting and incident resolution
- Network administration and system configuration
- Customer relationship management and support
- Team collaboration and effective communication
- Quality assurance and advanced troubleshooting
- Virtualization techniques and supply management
References
Professional references available upon request.
Technical Profile
Senior level Technical and Product Support Analyst with extensive experience in Technical Support, Quality Assurance, SAAS, Software Integration and Troubleshooting., Microsoft Visual Studio, C#, Javascript, Tier 3 support, Defect reproduction, Knowledge base article creation and editing, Software customization support, Staff supervision, Technical documentation, Remote site administration, Application testing and rollout, Programming, Internet/Intranet topology, Client-server infrastructure, Database administration, Network diagnostics/support, Application integration/customization
Certification
- Microsoft Azure
- Enterprise Store Operations
Timeline
Senior Support Engineer - Blue Yonder Software
08.2016 - 11.2025
Senior Product Support Specialist – Development/Third Level Support - Infor (Formerly SalesLogix)
12.2002 - 05.2016
Systems Administrator / Customer Support - Foodchain, Inc.
08.2001 - 02.2002
Technical Analyst / Network Operating Systems - Sprint Corporation
02.1999 - 08.2001
Maricopa Community College - , Advanced C# Windows and Web Programming
ITT Technical Institute - A.S., Specialized Technology, Computer Science
New Horizons Training Center - , .NET programming, Visual Basic, Visual C#