Garrett Virostek
Ford City,PA
Summary
Proven SAP Technical Support Specialist II with over 5 years at All Covered, adept in enhancing client experiences through expert management of Third-Party integrations and SAP Business One support. Demonstrated ability to swiftly resolve high-priority issues, leveraging exceptional customer service and ticketing system proficiency, while thriving under pressure and maintaining strong client relationships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
SAP Technical Support Specialist II
All Covered
11.2022 - 07.2024
- Manage all Third-Party related tickets submitted to Zendesk
- Schedule meetings and troubleshooted with Third-Party Integrations
- Liaison between client experience, dealers, and Third-Parties
- Relieve stress internally and to clients by quickly resolving issues outside normal support realm
- Account Management of 10+ clients
- Post-Upgrade Management for SAP Business One, Third-Party add-ons and custom FORZA add-on
- Manage Remote Meter Management tickets submitted to Zendesk
- Manage high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
SAP Technical Support Specialist
All Covered
06.2019 - 11.2022
- Provide first line response to inquiries from End User Phone Queue, or support ticketing system
- Open tickets and check database to ascertain simple, proven methodologies to properly bring technical problems to immediate resolution
- Effectively communicate resolutions to customers
- Creation of help documentation, training materials, Knowledge Base Articles, and FAQ documents
- Provide first tier troubleshooting for All Covered Business Consulting Services users
- Collaborate with Development, Quality Assurance and/or Implementation Team resources to find solutions to customer issues
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams
Education
Bachelor of Science - Marketing Major - Operational Excellence Minor
Saint Vincent College
Latrobe, PA05.2019
Skills
- 5 years experience with Remote Support
- 5 years experience with SAP Business One
- 5 years experience with Zendesk
- Excellent Customer Service skills
- Account Management Skills
- Ability to multi-task and work under pressure in a fast paced environment
- Ability to work under pressure and delicately handle stressful situations when dealing with customers
- Ability to manage multiple roles within Support
- Detail oriented and able to consistently adhere to all established schedules
- Warehouse Management System knowledge
- Third-Party Integration knowledge
- Remote Meter Management knowledge
Certification
Lean Six Sigma Green Belt Certification
Fly Fishing
I enjoy traveling and fly fishing in my spare time.
Timeline
SAP Technical Support Specialist II
All Covered
11.2022 - 07.2024
SAP Technical Support Specialist
All Covered
06.2019 - 11.2022
Bachelor of Science - Marketing Major - Operational Excellence Minor
Saint Vincent College
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