Michael KLOTZ

• Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
• Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
• Managed and prioritized multiple projects simultaneously, worked independently and drove results.
• Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
• Cross trained on Spruce and Rock Solid max products
• Provided flexibility by supporting multiple products

• Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
• Configured, installed and handled troubleshooting tasks for variety of different applications.
• Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
• Explained complex, technology-related issues in basic, understandable terms to clients.
• Suggested solutions to developing problems during project so that correct modifications could be made.
• Documented specialized data and requirements to address business demands.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees.

• Identified opportunities to improve business process flows and overall departmental productivity.
• Hired and managed employees to maximize productivity while training staff on best practices and protocols.
• Established performance goals for department and provided methods for reaching milestones.
• Increased company growth through collaboration with sales and marketing departments.

• Established and oversaw performance targets for call center associates.
• Developed quality employees within call center to take over leadership positions.
• Determined quality assurance benchmarks and set standards for improvement.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Responsible for Startup of New Callcenters

Provided specialized services to users of Advantage software

Over the phone support and setup on all aspects of software program, including POS management, Inventory Management and all accounting functions.

On site training and setup of process and procedures to ensure successful software usage

Setup inventory management systems to include proper ordering, count procedures, and sales tracking

Installation and training of all hardware and software.

Data conversion and system configuration to meet customer requirements

Training of all company personnel.

Setup of process and procedure to meet customer needs from computer system

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Installation off all Hardware associated with Advantage system in Hardware and lumber yards.

Trained company personnel on Software usage

Initial Data entry of coordinating data conversion

Implementing processes and procedures as needed to ensure full usage of software and hardware requirements

Hardware and software technical phone support

Responsible for safe operation and control of Navy Nuclear Propulsion Plants.

Trained personnel on all aspects of propulsion plant operation.

Maintenance and repair of all electronic equipment associated with Propulsion Plant.