Elizabeth Wingert

• Project Management. Working with Global PM Team to assist with Salesforce CRM.
• Helping to understand and develop Process and Procedures, involved with both Regression and New Functionality testing
• Continuous involvement with multi ongoing projects simultaneously
• Reassessed quality control measures at systemic level to proactively identify non-conformances.
• Documented nonconforming material and reported to appropriate team leaders for review and assessment.
• Performed testing to assess product effectiveness, alignment with designed purpose and adaptations for other purposes.
• Adapted procedures to mitigate issues and improve deficiencies.
• Maintained service records, coordinated repairs and oversaw preventive maintenance of manufacturing equipment.

Quality and Control
Currently Working with Manager to manage a group of 15 Technical Support Engineers as first point of contact for technical and process/best practice and professional development. Mentored multi new team members from a custom created onboarding program developed, planned, and delivered over a 2 year period.
First point of contact for all technical and process/best practice related issues.

Works with management and L2 peers on weekly team huddles where I enforce TSE personal growth through peer presentations, cultivate Dell culture by celebrating customer service wins, and sharing upper management initiatives along with group case management and development coaching points.
Interface regularly with management at multiple levels, engage in leading cross-functional internal business customer success and internal team success.
Interface with local, upper, and cross-functional management team on customer success initiatives and lead employee engagement initiatives to improve employee positive career experience.

Also a Lead on our Salesforce internal ticketing processes throughout the company with training and resolving issues with the product with Dell EMC processes

Mentored and encouraged employees to strive for excellence while fostering professional growth.

• Wrote and implemented new rework procedures to standardize processes and streamline workflow.
• Developed and deployed production control plans and created work instructions and procedures.
• Managed and archived quality documentation and participated in internal and external quality audits.
• Increased customer satisfaction through adherence to quality standards and customer requirements.
• Improved quality processes for increased efficiency and effectiveness.
• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.

Feb 2007-May 2012 - Centera Support Specialist

May 2012 - Oct 2018 - USD Technical Support Engineer II

• Provide Customer Service Globally
• Troubleshooting technical issues
• Linux based network attached storage devices.
• Remote Support for Celerra, Clariion, NAS, VNX's, and other USD products

CLSI and GEAC Library Software

Sr. Customer Service Representative

• Provide Customer Service Globally
• Troubleshooting technical issues
• Unix, Oracle, and Windows
• Remote Support for hardware and software support
• Quality Assurance Testing on new products
• Training new products and processes to internal support engineers globally

• Technical Services handling purchase orders
• Cataloging library books into online catalog, repairing of items and other support items needed in back offices
• Managing hardware and software support throughout consortia. Main Frame Support, Micoms, Apple PC's, Monitors, handheld devices, and other items.
• As needed, filled in as head librarian and assisted with day to day library needs.