Summary
Overview
Work History
Education
Skills
Timeline
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Steve Hildebrandt

Abington,PA

Summary

Well rounded professional with confident demeanor. Technical problem solver that can speak to all levels. excellent with customer and time management.

Overview

31
31
years of professional experience

Work History

CAE4, Commercial Cust Service (Premier)

Comcast Business
06.2020 - Current
  • Large company direct business support for Internet, Phones, TV
  • Trouble shoot issues to resolution and document all results in CRM database.
  • Schedule onsite technicians when needed to resolve issue
  • Provide monthly accounts reporting
  • Suggest/Sell add on services to compliment current products
  • Professionally handle incoming calls, use active listening skills and show empathy to calm/de-escalate upset customers when needed
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.

CAE 3, Commercial Customer Service (Tech Specialist T1) - Call Center

Comcast Business
03.2019 - 06.2020
  • Direct Business support for Internet, Phones, TV and Hospitality accounts
  • Trouble shoot issues using various tools and software to resolve and document all results.
  • Schedule onsite technicians when needed to resolve issue
  • Suggest/Sell add on services to compliment current products
  • Professionally handle incoming calls, use active listening skills and show empathy to calm/de-escalate upset customers
  • Member of the escalation call back team
  • Calling back upset/angry customers who had requested a supervisor and de-escalating/solving their issues.

Mortgage Loan Originator – Call Center

Ditech Financial
02.2018 - 11.2018
  • Inbound and Outbound customer calls, specifically refinance in call center
  • Trained for and passed the S.A.F.E Exam
  • Obtained NMLS Number 1726156.

IT Support Consultant

Self Employed Services
10.2012 - 02.2018
  • Onsite, phone and remote support for clients and their customers, on as needed basis
  • Audio Video setup / Panel wall mounting TV and Speaker, Pull cabling
  • Mobile technologies setup and support
  • Virus removal
  • Hardware support for servers, workstations, laptops, switches, printers and connected peripherals
  • Hardware repair and replacement for workstations and laptops
  • Software and hardware installations.
  • Optimized system performance by conducting regular hardware and software maintenance tasks.
  • Reduced downtime for clients with proactive identification and resolution of technical issues.

Estimator / Purchasing / IT Manager / Sales - Manufacturing

Griffin Sealing/Production Components
09.2014 - 01.2018
  • Managed customer accounts and quoted using their supplied dimensions, drawings and materials
  • Estimated costs of material, labor and machine time on: laser, waterjet, and stamping and CNC machine
  • Sourced material, pricing for secondary process operations (plating, heat treating, painting, etc.) and purchased required material and services
  • Maintained profitable cost control of all in-stock/ordered metals, materials and services
  • Responsible for all IT related processes including two Windows 2008 Servers, user workstations and attached onboard computers/control units for processing machines (Laser, Amada punch press and CNC machine).

Channel Distribution Manager / Inside Sales / Outside Sales - Manufacturing

U-Touch USA
12.2012 - 09.2014
  • Multi-touch Display sales and direct support
  • Preformed demonstrations at local and national trade shows
  • Manage new and existing reseller accounts
  • Design, modify and construct multi-touch displays, walls and tables
  • All custom builds and cutting on manufacturing floor
  • Trade show setup and sales.

Technical Support / IT / Manager - Manufacturing

Numonics Corporation
01.1999 - 09.2012
  • Deployed and managed multiple servers (MS 2003/2008 server and Red Hat Linux Server) within the company
  • Maintained all email, hardware and software needs for 65 workstations
  • Managed and continually trained 4 Technical Support positions over 12 years
  • Mentored and educated each technician throughout the constantly changing hardware and software
  • Provided all top level hardware, software and network support for domestic and international customers via phone, email and remote access (LogMeIn Rescue)
  • Developed/Designed new products, tested new products and beta tested all new software versions for 8-10 products for final release over a 16 year period
  • Wrote technical procedures and product manuals for all products
  • Maintained an excellent customer service rating with all customers around the world via phone, email or onsite visit
  • Trained software/hardware to schools and businesses at their locations and via GoToMeeting
  • Performed sales demonstrations at trade shows throughout the country
  • Email setup and support of mobile technologies (Apple and Blackberry)
  • Assisted in manufacturing as needed.

Technical Support Representative - Manufacturing

Numonics Corporation
04.1997 - 01.1999
  • Provided excellent customer service to customers in the digitizer and interactive whiteboard segment via phone and email
  • Repaired circuit boards, and cabling
  • Soldered chips, components and cables
  • Preformed computer repairs on company computers
  • Shipped products and unloaded trucks via a forklift.

Senior Sales Counselor / Sales Manager

Circuit City
10.1992 - 01.1997
  • Ranked in top 1% of sales people for 4 years out of 5000+ Associates
  • Personally responsible for over 2.8 Million dollars in sales for 4 straight years
  • Twelve time President’s Club winner and level seven Outstanding Service Hero award
  • Managed and trained new department personnel with sales tools and closing techniques
  • Hired new associates for the two departments (ACE and SOHO)
  • Managed departmental inventory via weekly cycle counts
  • Commissioned sales and support of Appliances, Audio, Video, Computers/Peripherals and Cell Phones
  • Responsible for performing all certified installs and hardware/software upgrades
  • Merchandising various departments, multiple times per month.

Education

Disney business culture building - Drexel University
01.2008

MEA (Mid-Atlantic Employers Association), King Of Prussia
01.2006

Delaware Valley University, Doylestown PA
01.2000

A+ Certification
01.1994

Skills

  • 20 years account management/relationship building
  • Excellent written and verbal skills
  • Mechanical and analytically minded
  • Business to Business/Education Sales and Support
  • Microsoft Operating Systems plus office products - All versions,
  • Manufacturing processes, reading drawings and following ISO standards and processes
  • Computer Hardware Support and Repair
  • Team Leadership
  • Quality Assurance
  • Operations Management
  • Resource Allocation
  • Decision Making
  • Training and Development
  • Product Knowledge
  • Customer Education
  • Active Listening

Timeline

CAE4, Commercial Cust Service (Premier)

Comcast Business
06.2020 - Current

CAE 3, Commercial Customer Service (Tech Specialist T1) - Call Center

Comcast Business
03.2019 - 06.2020

Mortgage Loan Originator – Call Center

Ditech Financial
02.2018 - 11.2018

Estimator / Purchasing / IT Manager / Sales - Manufacturing

Griffin Sealing/Production Components
09.2014 - 01.2018

Channel Distribution Manager / Inside Sales / Outside Sales - Manufacturing

U-Touch USA
12.2012 - 09.2014

IT Support Consultant

Self Employed Services
10.2012 - 02.2018

Technical Support / IT / Manager - Manufacturing

Numonics Corporation
01.1999 - 09.2012

Technical Support Representative - Manufacturing

Numonics Corporation
04.1997 - 01.1999

Senior Sales Counselor / Sales Manager

Circuit City
10.1992 - 01.1997

Disney business culture building - Drexel University

MEA (Mid-Atlantic Employers Association), King Of Prussia

Delaware Valley University, Doylestown PA

A+ Certification

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