John Lucking
Minneapolis,MN
Summary
Accomplished Demo Services Engineer and Technical Support Engineer at Infor, I excel in system troubleshooting and fostering team collaboration. Renowned for developing innovative solutions and optimizing processes, my expertise significantly enhances product demonstrations and customer satisfaction. I bring a proven track record of analytical problem-solving and effective communication, ensuring successful project outcomes and continuous improvement.
Overview
27
27
years of professional experience
Work History
Demo Services Engineer, Principal
Infor
06.2004 - Current
- Developing innovative solutions to meet prospect requirements when required for demonstration by the sales team.
- Support the sales team with product expertise and resolution of software issues.
- Established strong working relationships with team members, managers, and across related teams throughout the organization through exceptional communication skills, fostering trust and collaboration.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Provided input to team lead regarding areas for process and procedural improvement.
- Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Facilitated knowledge sharing sessions on latest products and technologies, fostering culture of continuous learning among team members.
- Mentored new team members during their induction period providing guidance and direction.
- Analyzed and interpreted customer requirements to develop solutions using in-built tools.
Technical Support Engineer
Infor
05.1998 - 06.2004
- Responded to support requests from front line support staff and clients and patiently listened to individuals issues and concerns.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences and reporting findings to development.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Education
Bachelor of Science - Computer Information Systems
Metropolitan State University
Saint Paul, MN05-2000
Bachelor of Arts - Management Information Systems
Metropolitan State University
Saint Paul, MN05-2000
Skills
- Analytical Problem Solving
- Effective Troubleshooting Techniques
- Clear Interpersonal Communication
- Cross-Functional Collaboration
- Issue Resolution Techniques
- Process Improvement
- Project Coordination
Timeline
Demo Services Engineer, Principal
Infor
06.2004 - Current
Technical Support Engineer
Infor
05.1998 - 06.2004
Bachelor of Science - Computer Information Systems
Metropolitan State University
Bachelor of Arts - Management Information Systems
Metropolitan State University
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