Kevin Wartman
Liberty Township
Summary
Thorough and knowledgeable Technical Support Specialist with in-depth understanding of software. Independently resolves challenging support calls.
Overview
39
39
years of professional experience
Work History
Technical Support Specialist
ECI Software Solutions
11.2021 - Current
- Act as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and supporting software products
- Diagnose and verify environmental (network/hardware/operating system) issues related to the supported product
- Serve as an escalation point for other members of the support team to diagnose and resolve complex issues
- Document and confirm suspected software defects and product requests
- Provide detailed test cases and results to the Product Management/Engineering team for resolution
- Act as a technical and knowledge resource for internal teams such as Development, Quality Assurance, Product Management, and Professional Services
- Act as liaison to other internal teams and advocate for customer product concerns
- Participate in different types of development meetings and provide input and prioritization of reporting defects and enhancement requests
- Address supportability concerns related to product functionality
- Act as the Support Readiness facilitator including arranging appropriate training, documentation, and other support preparedness activities
- Review top call drivers and recommend changes to product, training, and support offerings
- Technical documentation resource and reviewer of Knowledge Base articles and documentation.
Lead Software support Specialist
Shoptech
07.2011 - 11.2021
- Lead internal training courses to improve tech support knowledge and troubleshooting on software
- Manage case reviews for level 1 technicians
- Responsible for troubleshooting all escalated software issues and reporting along with documenting any software defects
- Responsible for handling high-level issues with customers or level 1 technicians
- Also supported 3rd party interfaces such as QuickBooks Desktop & Online, UPS WorldShip, CenterPoint/Redwing, ADP, Paychex, Easy Pay, and Peachtree.
Sales Support specialist
Shoptech
02.2010 - 07.2011
- Responsible for prospecting, qualifying, and generating new sales leads to support the Outside Sales Team
- Build and cultivate prospect relationships by initiating contact and conducting follow-up communications to move prospects through the sales funnel
- Effectively complete a needs analysis over time, uncovering pain points and determining how the benefits of E2 Shop System will speak to those needs
- Identify key buying influencers and determine budget and timeframe
- Send product information as requested as well as updates on events such as tradeshows, webinars, and seminars
- Verify and update all contact information on file (including email address, mailing address, current system in use, # of employees, Shop Type) on every call to enhance Marketing attempts and provide the highest quality lead
- Create and send quotes to potential customers and process sales for
Security & risk Manager
Westin Hotel & Resorts
06.1985 - 08.2007
- Keeping track of different events that were going on in and outside of the hotel
- Implementing security protocols
- Creating emergency response procedures
- Supervising security staff members
- Perform activities such as hiring, training, assigning work, evaluating performance, along with disciplining and payroll
- Loss Prevention for the retail store in the hotel.
Education
Criminal Justice -
Northern Kentucky University
05.1985
Skills
- Attention to detail
- Excellent communication abilities
- Issue resolution
- Dependable
- Outstanding people skills
Activities
Do mission trips to Haiti yearly with my church and Back 2 Back.
Timeline
Technical Support Specialist
ECI Software Solutions
11.2021 - Current
Lead Software support Specialist
Shoptech
07.2011 - 11.2021
Sales Support specialist
Shoptech
02.2010 - 07.2011
Security & risk Manager
Westin Hotel & Resorts
06.1985 - 08.2007
Criminal Justice -
Northern Kentucky University
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