Mark Gogola
Service Technician
Southgate,MI
Summary
With experience in analyzing service call and project managament issues and finding effective solutions, I am a highly enthusiastic individual who brings an engaging and pleasant personality to every interaction. Focused on building customer relationships, I leverage my expertise to provide exceptional service. Utilizing outstanding diagnostic skills, I quickly identify and resolve problems, ensuring customer satisfaction and fostering loyalty.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Technician Level 2
Arbon Equipment
05.2024 - Current
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained a 95% First time fix rate.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
- Vast Product Knowledge of RiteHite and comparable competitor equipment and products.
Senior Product Information Specialist
Hogarth Worldwide
08.2022 - 05.2024
- Investigate, retain, and apply robust vehicle knowledge for client and agency use. Ensure all communications associated with assigned vehicles are reviewed and commented upon accurately and within deadlines.
- Help agency team members and the client understand critical product information and its relationship within effective advertising.
- Act as go-to person for questions, concerns, problems, and general inquiries for assigned vehicles Accumulate knowledge of automotive industry and advertising industry
- Provide updates of carryover vehicles – including What’s New documents, claim updates and re-substantiation, PDM or other asset updates, Color and Trim changes and updates, and other related tasks associated with carryover vehicles.
- Actively engage and understand all agency workflows so work can be commented upon and otherwise reviewed for product accuracy on time with proper project resolution. Emphasis on MYCO assignments, Build and Price reviews and Model/Options/Specs creation and verification
Global Delivery, Product Information Specialst
Dassault Systemes 3DEXCITE
12.2021 - 08.2022
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Integrated new technologies and best practices to improve PicGen2.0 delivery management for General motors.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Troubleshoot problems on all production relevant pipelines
- Participated in departmental meetings to establish short- and long-term strategy.
- Used Atlassian Confluence to create presentations, flowcharts and graphs detailing data analysis results.
- Created and revised procedures, checklists and job aids to reduce errors.
- Building logic behind our configurator and visualizers
- QA for build-up correctness and product logic of all deliverables
Operations Specialist
Applied Handling INC
11.2020 - 12.2021
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Provided high level technical support and application of remedy to various teams and customers.
- Developed multiple training methodologies and utilized current software to improve teams productivity by 20%
Technician Supervisor
Applied Handling INC
01.2020 - 11.2020
- Direct day to day operations of 10 technicians.
- Collaborated with sales team and customers on status of ongoing and completed projects.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Monitored equipment and tools and completed projects within required timeframe.
- Formulated plans for improving procedures, training and processes.
- Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
Customer Service Advisor
Applied Handling INC
01.2018 - 01.2020
- Reinvent inventory tracking and ordering.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Resolved concerns with products or services to help with retention and drive sales.
- Recommended and upsold new products, resulting in 30% increase in revenue.
Education
Some College (No Degree) - Computer Science – Computer security Online
Walden University
Minneapolis, MN 01.2006 - 05.2007
Some College (No Degree) - Mechanical Engineering
Henry Ford Community College
Dearborn, MI 01.2004 - 05.2005
Skills
Resource Planning and Scheduling
Customer Relations
Teamwork
MS Office
Information tracking
Project coordination
Hardware installations
Research
Team contribution
Product Information
Maintenance and repairs
Problem-solving
Customer service
Equipment maintenance
Timeline
Technician Level 2
Arbon Equipment
05.2024 - Current
Senior Product Information Specialist
Hogarth Worldwide
08.2022 - 05.2024
Global Delivery, Product Information Specialst
Dassault Systemes 3DEXCITE
12.2021 - 08.2022
Operations Specialist
Applied Handling INC
11.2020 - 12.2021
Technician Supervisor
Applied Handling INC
01.2020 - 11.2020
Customer Service Advisor
Applied Handling INC
01.2018 - 01.2020
Some College (No Degree) - Computer Science – Computer security Online
Walden University
01.2006 - 05.2007
Some College (No Degree) - Mechanical Engineering
Henry Ford Community College
01.2004 - 05.2005
Similar Profiles
Parker McDanielParker McDaniel
New Equipment Representative at Arbon Equipment/Rite-HiteNew Equipment Representative at Arbon Equipment/Rite-Hite
Richard WestmorelandRichard Westmoreland
Warehouse Coordinator at Arbon Equipment Corp.Warehouse Coordinator at Arbon Equipment Corp.
Rebecca MooreRebecca Moore
Installation Coordinator at Arbon EquipmentInstallation Coordinator at Arbon Equipment