Edward Klosiewicz JR
Mount Pleasant,SC
Summary
Dedicated customer service professional with experience in the manufacturing industry. Passionate about ensuring customer satisfaction. My goal is to enhance the overall customer experience by promptly resolving issues upon initial contact. I excel at simplifying technical jargon and complex processes, making them more easily understandable for customers. Recognized as a strong team player with excellent communication and organizational skills.
Overview
7
7
years of professional experience
Work History
Customer Success Associate
Aleran Software
01.2023 - Current
- Provide support to manufacturing and sales agency client base of 100+ B2B eCommerce SaaS product users via email, phone, and remote sessions
- Use Freshdesk ticketing system to track and document all user issues and communications
- Use Salesforce to create and manage client accounts, onboarding processes, and client terminations
- Assist with onboarding new clients by understanding their needs and extracting information from their old systems to format and prepare to migrate to Aleran eCommerce software
- Conduct training sessions for users administering the software and sales reps using the software, both SaaS browser application and iPad application
- Report bugs and enhancement requests to the development team via JIRA and assist with QA testing
- Help maintain and contribute to knowledgebase/eLearning library for clients.
System Engineer
Amphenol PCD
08.2019 - 01.2023
- Built and maintained relationships with IT vendors
- Managed workflow and approval processes for the purchasing of IT equipment, software licenses, and contract and warranty renewals
- Acted as tier II/III support for escalation tickets regarding user issues with Windows, MS Office/365 Business Apps, IP phones, MFP devices, VPN, MFA, etc
- Maintained VMware virtual environment, HPE and Dell servers, Trend Micro and CrowdStrike anti-virus, RSA MFA servers, FTP Server and user access, BitLocker encryption, Linux virtual appliances, and application/license servers.
Desktop Technician
Amphenol PCD
10.2017 - 08.2019
- Provided a variety of IT desktop/service desk support to 160 users on-site and remote.
Scheduling Coordinator
Verizon Telematics Fleetmatics
05.2017 - 10.2017
- Assisted customers with scheduling installations of GPS tracking units for their vehicles and equipment
- Used Oracle NetSuite as ERP software for shipping equipment, scheduling installations, and documenting all notes and details
- Used Salesforce for customer relationships and for opening cases regarding customer issues.
Education
B.S Business Administration, Management of Information Systems -
Salem State University
Salem, MA05.2017
ITIL 4 Foundation Certificate in IT Service Management -
Axelos Global Best Practice
11.2022
Skills
- Client relationship building
- CRM and ticketing software expertise
- Client feedback collection
- Client issue resolution
- User training
- Documentation
Timeline
Customer Success Associate
Aleran Software
01.2023 - Current
System Engineer
Amphenol PCD
08.2019 - 01.2023
Desktop Technician
Amphenol PCD
10.2017 - 08.2019
Scheduling Coordinator
Verizon Telematics Fleetmatics
05.2017 - 10.2017
B.S Business Administration, Management of Information Systems -
Salem State University
ITIL 4 Foundation Certificate in IT Service Management -
Axelos Global Best Practice
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