Summary
Overview
Work History
Education
Skills
Timeline
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Steve Wischer

VANCOUVER

Summary

Experienced leader dedicated to delivering excellence through thorough training, meticulous attention to detail and consistently meeting customer/client expectations. Recognized multitasking team leader with a proven track record of successfully implementing new initiatives in the processing field. Cultivates a dynamic and positive workplace environment aligned with the organization's mission and values. Skilled in training new hires and providing mentorship to struggling team members, driving overall team success.

Overview

10
10
years of professional experience

Work History

Team Lead, Volume Licensing

Cognizant Technologies
09.2020 - 12.2024
  • Process Federal contracts and Purchase Orders for the client, Microsoft
  • Directly train new agents the policies and procedures for Volume Licensing
  • Become certified as a company Tech Writer regarding the methodology of our procedure
  • Worked directly with the Training Department in creation of new work Instructions, as well as editing existing ones
  • Implemented training programs to maximize team member development and potential
  • Improved staffing during busy periods by creating employee schedules and monitoring callouts
  • Led employee relations through effective communication, coaching, training, and development
  • Performance Monitoring, Mentoring, Coaching and Training
  • Time reporting, PTO/Absence Management, and Billing
  • Efficient in Microsoft Office Suite

Field Support Technician(POS Specialist)

Smart Source (Getronics)
01.2019 - 01.2020
  • Provide customer service and technical support for multiple hardware products, including scanners, scales, printers, and registers

VOIP Enterprise Support

Optimum CX
01.2015 - 01.2018
  • Supplied Customer Service, as well as Tech Support, for the client's Top 200 customers
  • This included Firewall configuration, Voicemail set up, Call Forwarding, Email access, and mobile calling and access

Education

Associate of Applied Science - Information Technology

Career College of Northern Nevada
Sparks, NV
11-2014

Skills

  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Performance monitoring
  • Performance improvement
  • Process improvement
  • Employee evaluation
  • Diversity and inclusion
  • Talent acquisition
  • Employee training
  • Staff education and training
  • Call center operations

Timeline

Team Lead, Volume Licensing

Cognizant Technologies
09.2020 - 12.2024

Field Support Technician(POS Specialist)

Smart Source (Getronics)
01.2019 - 01.2020

VOIP Enterprise Support

Optimum CX
01.2015 - 01.2018

Associate of Applied Science - Information Technology

Career College of Northern Nevada

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