Jamie Salgado
Waukegan,IL
Summary
Objective-driven sales and customer support professional with a proven track record of exceeding targets and delivering exceptional customer experiences. Adept at building strong relationships, identifying customer needs, and providing tailored solutions to drive satisfaction and revenue growth. Committed to delivering outstanding results through effective communication, problem-solving, and a customer-centric approach. Seeking a challenging role in sales and customer support to contribute to the success of a dynamic organization.
Professional Help Desk Analyst with proficiency in providing excellent and efficient technical support by prioritizing most important tasks. Experienced systems administrator with an eagerness to continually develop relevant skills.
Overview
21
21
years of professional experience
Work History
Help Desk Analyst
TekSystems/Medline Industries
Schaumburg, IL
05.2019 - 07.2023
- Diagnose and resolve end user webpage problems
- Update knowledge base system with any new discovered issue/resolution
- Report issue/resolution through ticketing tracking system
- Escalation of problems to higher level technical support professionals when necessary
- Password reset assistance across all of Medline systems
- Support for Medline customers that order Medline products through Medline.com
- Support for Medline customers that utilize our inventory tracking and ordering program
- Technical Support for internal sales reps and end user Medline customers.
- Identified customer needs and provided solutions in a timely manner.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Performed remote diagnostics on user systems to resolve problems quickly.
- Maintained detailed documentation of customer interactions, changes made, and resolutions taken in ticketing system.
- Conducted follow-up calls to ensure resolution of customer complaints or issues.
- Recommended improvements in products, services, procedures based on customer feedbacks.
- Created knowledge base articles for frequently asked questions by customers.
- Trained users on new technologies when necessary.
- Managed escalations from internal teams regarding customer incidents.
- Evaluated existing processes and procedures for improvement opportunities.
- Assisted customers by troubleshooting and resolving technical problems.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Sales Operations Support
Cardinal Health
Waukegan, IL
08.2011 - 06.2018
- Provided in depth sales support for PreSource field representatives and external customers for territories in Central Mountain and Southeast regions
- Collaborated with internal departments such as manufacturing, purchasing, forecasting, quality, dealer management, training, systems and marketing to facilitate the customer's needs and key business requirements are met
- Manage special projects and reports
- Implemented analytical and problem solving skills when needed
- Work directly with medical entities and sales representatives in the design of new surgical packs and modules
- Involving product search and quoting
- Serviced internal and external customers regarding pack changes, pack configuration questions and blueprint cost savings opportunities
- Developed multi-cross-functional skills to service all areas of the custom procedural surgical material
- Including and not limited to inventory and surgical material
- Collaborated with internal planning and forecasting department to ensure allocations of customer's orders are properly established from initiation of pack configuration to delivery.
- Collaborated with other departments such as sales team or technical support team when needed to ensure smooth operations.
- Ensured compliance with all applicable laws related to sales operations within the organization.
- Ensured compliance with all company policies relating to sales support operations.
Software Asset Management
Insight Technology @ Abbott Labs
Waukegan, IL
02.2008 - 07.2011
- Processed software work orders received via ITSM Remedy Help Desk ticket system and ShopIT
- Ensured fulfillment and customer service is within specified SLA timeframes
- Update software work orders and provide status to internal clients
- Verified/managed software license availability and maintained license repository
- Identify application version compatibility issues and provide alternate solutions
- Invoke software installations via Active Directory groups and home grown software installation system (SIS)
- Collaborated with internal IT teams for desktop installations
- Reviewed software requests for compliance and standardization across the enterprise
- Routed manual software installations to desktop support teams via incident tracking tool
- Ensured desktop software control and compliance by maintaining accurate information in the desktop asset management tool (Symantec Altiris)
- Communicated standards and initiated approval and/or exception process for non-standard or unapproved requests as needed
- Manage Software license requirements and compliance.
- Developed and implemented software asset management processes and procedures.
- Researched emerging technologies and industry trends related to software asset management solutions.
- Provided guidance to clients on software asset management best practices, including license optimization and inventory control.
- Utilized computerized maintenance management system software to track inventory levels and order supplies when necessary.
- Tracked progress of projects using a variety of tools such as spreadsheets and project management software.
- Managed inventory of IT equipment including tracking serial numbers for asset management purposes.
- Analyzed data to identify areas of improvement in asset management practices.
- Provided guidance on proper use of document management software tools such as SharePoint or Acrobat Reader DC.
- Coordinated with internal departments on projects related to asset management services.
- Implemented new software systems designed to streamline processes related to account management.
Asset Management Technician
Techlink Systems @ Abbott Labs
Abbott Park, IL
02.2003 - 12.2007
- Ensured and maintained accurate of up-to-date information of equipment locations, components and preventative maintenance specifications into the Atlas/Maximo system
- Created presentations for customers providing departmental updates and catalog of services provided
- Reviewed and processed equipment preventative maintenance forms via interoffice mail or electronically within the Atlas/Maximo system
- Managed and verified lab equipment inventory within Altas/Maximo system via interoffice forms or electronically within the system
- Provided customer support to clients and answered support calls.
- Maintained records of repairs, calibrations, and tests performed on equipment.
- Conducted preventive maintenance procedures according to established schedules.
- Reviewed technical manuals and other documents related to product operation and maintenance requirements.
- Adhered to all safety policies and procedures while working in the lab environment.
Administrative Assistant
Pactiv Corporation
Lincolnshire, IL
04.2002 - 01.2003
- Provided administrative support for the Human Resources Vice President
- Organized and formatted employee benefits packages
- Organized and managed employee records
- Inbound/Outbound support calls and managed switchboard phone system
- Provided other administrative support functions including filing, faxing, copying, and sorting incoming and outgoing mail.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Created travel arrangements for senior managers according to their requirements.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Handled confidential documents in an organized fashion according to established protocol.
- Scheduled appointments between clients and customers and internal staff members.
- Managed database systems containing customer contact information.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
Education
Skills
- Experienced sales analyst operations support with a proficiency in technical analytics, strategical implementations of business growth and development Well understanding of manufacturing processes involving product life cycle
- Excellent organizational and interpersonal skills
- Bilingual in Spanish
- Experienced in Microsoft Office Suite/ITSM Remedy/Altiris/Atlas/Maximo
- Analytical and problem solving
- Exceptional multi-task skills
- Profound Administrative background
- Technical documents comprehension
- Operating systems
- Technical support services
- Help Desk Software
- Customer Support
- Remote Support
- System Administration
- Communicating with clients
- Training abilities
- Incident Management
- Security awareness
- Lean Six Sigma
- Asset Management
- Root Cause Analysis
- Escalation management
- Interpersonal and written communication
- SLA management
- Service Management
- ITSM
Timeline
Help Desk Analyst
TekSystems/Medline Industries
05.2019 - 07.2023
Sales Operations Support
Cardinal Health
08.2011 - 06.2018
Software Asset Management
Insight Technology @ Abbott Labs
02.2008 - 07.2011
Asset Management Technician
Techlink Systems @ Abbott Labs
02.2003 - 12.2007
Administrative Assistant
Pactiv Corporation
04.2002 - 01.2003