Beth Gardner

Experience

1. Technical Support Engineer

   WEX

   May 2016 — Present · Fargo, ND, US

   Manage your relationships with partners, serve as the primary contact and trusted advisor for product functionality inquires and technical support related issues • Investigate product questions, troubleshoot and document technical issues related to Evolution1 applications.• Utilize standard support, troubleshooting tools and related technologies to provide issue resolutions in a timely manner. • Utilize online ticketing system to providing concise and detailed information and steps related to the troubleshooting and cause analysis• Provide in-depth technical support interactions for service delivery over the phone and through written correspondence via email regarding technical issues and escalated problems.• Engage and collaborate with other support teams, including Partner Service Managers, Production Operations and the development teams as you work to gain resolution to critical and complex issues.• Develop specialized expertise by supporting Evolution1 products. Document your knowledge and share that knowledge with others through training sessions and mentoring• Ensure timely follow-up and resolution of inquiries/issues to meet the partner SLAs (Service Level Agreements) needs, and expectations.• Create online technical content including knowledge base articles and training documents etc.• Identify and report software bugs and be an advocate for product enhancements• Demonstrate exceptional customer service skills through positive interaction and effective communication of detailed technical resolutions to partners. • Manage additional technical support related projects as they are assigned.

Education

• University of Mary

  Master of Business Administration (M.B.A.), Business Administration and Management

  2004 — 2006

• Minnesota State Moorhead

  Bachelor of Science (B.S.), Business Administration, Finance

  1996 — 1999

Skills

• Ssrs
• Saas
• Microsoft Dynamics
• Enterprise Software
• Software Project Management
• Microsoft Crm
• C#
• .net
• Customer Facing
• Microsoft Technologies
• Customer Experience Management
• Software Development
• Microsoft Sql Server
• Axapta
• Cloud Computing
• Sharepoint
• Erp
• Business Intelligence