Sergio Wentzel

Secondment

January 2022 - January 2023

• Assist Priority Support team leader, system analyst and project managers to identify business process improvement opportunities
• Perform tasks related to integration aspects to and from POS application
• Assist with compilation of functional specifications for application developments with vendor
• Implementation and testing of support packs and notes
• Provide support for the POS technical environment (excluding the server setup to the point of OS installation)
• Provide support for all aspects of the POS application, critical SAP transactions user calls
• CRM mobile applications
• After hour user support
• Manage calls on ServiceNow call logging system to ensure it is within SLA
• Assist with identification of system risks and implement corrective action
• Support of other scanning solutions relevant to Trade Xpress depots.
• Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
• Configured and tested new software and hardware.
• Improved customer satisfaction by promptly addressing and resolving support issues.
• Tested new software and hardware prior to deployment.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Connected to computer of client using remote link to install new programs and applications.
• Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via MS Teams.

• First line technical support (telephone and emails)
• Engaged in user support interactions via telephone, chat and email platforms.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Managing access control on Active directory and SAP
• Diagnosed and troubleshot hardware, software and network issues.
• Assisting with Mcafee encryption on laptops
• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Assisting with system testing
• Entered service tickets into incident tracking system (ServiceNow) to facilitate faster problem identification and resolution.
• General infrastructure support.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support
• Assisted in training new team members on service desk procedures, tools, and best practices.
• Provided after-hours support to minimize business impact