Solutions Specialist

• Jan 2023 - Present

Knowledge and ExperienceUp-to-date knowledge of the Learning & Development landscape: existing, new and emerging learning trends, common or pressing problems companies are solving for, competitor offerings, and beyond. Demonstrated ability to adhere to a “brand voice” and HILTI brand positioning.Experience owning or maintaining a large content library and/or a Content Management System (CMS).Experience in project management, able to produce recommendations against strict clientele.An understanding of editorial/production workflows between content development and design. Fluency in a second language. Skills, Abilities and Traits: Excellent editorial judgment to determine content appropriateness and alignment to client’s business needs. Ability to synthesize client’s needs and apply them to HILTI outputs, finding adjacent talks and making creative recommendations where needed. Stellar project management and organizational skills in a fast-paced, deadline-driven context. Stellar attention to detail and polish in work, in creating spreadsheets and documents that will be shared with clients. High comfort level managing technologies that power our workflows (Salesforce, Power BI, Excel, etc). A fabulous work-ethic. Team-oriented. Creative problem solver. Deadline driven, self starter.Customer satisfaction focused. Show less

Services Specialist

• Jan 2019 - Present

Service Specialist (SS) is responsible for travelling to customer jobsites / warehouses to manually tag customer assets, commodities and consumables with building Hilti ON!Track Asset Management System & tags. Responsibilities of entering asset data into a customer-facing database using both a desktop and smartphone-based system.Furthermore, Train customers on the use of both desktop and smartphone ON!Track applications – from entering asset data themselves to using the system to best help their daily work. Working hand in hand with both the ON!Track Consultants and Back Office/Software and Service Specialists to ensure a smooth transition within every step of the selling processes.In addition to the Service Specialist role, Responsibilities of being the also Local Process Expert. Manage the matrix of local team members and collaborate with different stakeholders in the market organization such as Market Reach, Finance, Logistics, Customer Service as well as the Regional Process Expert. This position provides coaching and support to our Sales and After Market Services teams to build competency with a focus on customer experience and engagement. Finally, analyze and communicate issues or opportunities for process improvements to be able to co-ordinate actions with the relevant teams (local, regional & globally). Show less

Sales Representative

• Dec 2017 - Dec 2018

Fosters the Hilti image, sells and services Hilti products, and consults with customers and prospects.Manages inventory, sales records, administrative functions, and order information. Maintenance of customer database.Deals directly with walk-in customers and local team members on a daily basis.Sell, service, and promote the full Hilti product line directly to walk in customers and smaller field accounts; create innovative ways to drive sales through merchandising and product demo effortsReview and analyze all shipping documents and sales trends; identify and make corrections to ensure correct inventory levels are on hand to drive salesPost receipts, disbursements, and material returns; review reorder recommendations to ensure adequate replenishment of the Hilti CenterExpedite customer backorders and switch to locations that meet customers’ delivery requirements with the most cost effective mode of transportationReconcile opening, closing, and annual physical inventories for the Hilti CenterAudit Hilti Center cycle counts, backorders, unconfirmed orders, and manual stock status transactions to ensure inventory levels are correct and consistentMaintain a clean and organized work area and storefront at all times; keep assigned equipment in good orderAdditional duties as assigned Show less

Information Technology Technical Specialist

• Nov 2016 - Dec 2017

Handle daily technical support activities on desktop support, data network and server management. Setup desktop computers and peripherals and test network connections. Install and test desktop software applications and internet browsers Test computers to ensure proper functioning of computer systems. Train end users on usage of computer hardware and software. Develop and manage effective professional working relationships with contractor personnel, co-workers and clients. Adhere to policies as per corporate manuals and directives. Extend computer support for systems’ software and hardware. Setup computers and install software for various applications and programs. Interact with staff on desktop problems and their resolution. Network and connect computers within organization to better communication. Order or buy computer systems and liaise with purchase and supplies department. Maintain computer peripheral devices like printers and resolve associated problems. Show less

Remote Support Engineer

• Mar 2016 - Oct 2016

Ability to troubleshoot software, hardware and connectivity issues remotely Ability to understand & articulate root cause on customer issues Experience with installation, upgrade, and maintenance of software, hardware, and peripherals Familiarity with encryption and security tools and triaging within this environment Assist customers in gaining access to various systems and servers Provide support for remote employees using Teamviewer & Lync Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software technologies Communicate call trends and challenges in daily team meetings The ability to take on small projects from start to finish Keep Knowledge Base and process documentation up-to-date Work closely with the team to resolve or properly close aging tickets Manage the individual and ticket queue for the team Ensure the highest level of customer satisfaction Show less

Information Technology Support Analyst

• Apr 2015 - Feb 2016

Monitor and do daily checkups on backups Provide daily reports Ping servers to check if up and running Escalating if major issues and Faults appear Test if Systems are up and running at all times Making sure companies major websites are running Remote desktop to clients Usage of lync,teamview Telephonic assistance and updates provided E-mail call logging as well as telephonic issues 12 hour shifts work based Monitor and do daily checkups on backups Provide daily reports Ping servers to check if up and running Escalating if major issues and Faults appear Test if Systems are up and running at all times Making sure companies major websites are running Remote desktop to clients Usage of lync,teamview Telephonic assistance and updates provided E-mail call logging as well as telephonic issues 12 hour shifts work based

Information Technology Specialist

• Jun 2013 - Mar 2015

Handling of inbound and outbound calls. Provide technical software support. Resolve hardware and network problems. Assist computer users by performing problem diagnosis. Guide users through step by step solutions. Clearly communicate technical solutions in a professional and user friendly manner. Troubleshoot network printer problems. Assist Network Technicians. Conduct hardware and software inventory database maintenance and reporting. Ability to professionally and articulately communicate with customers on behalf of the company. Identify and respond to customers’ needs from all demographics. Exercise appropriate soft skills when dealing with customers. Ensure correct listening and probing techniques are used to establish relevant information. Effectively communicate with respective team leader, team members and line management. Ensure that the service requests are logged accordingly and accurately. Contribute in assuring that turnaround times for service requests logged are met. Ensure that customers are informed as to the progress of service requests. Ensure the progress of every Service Requests logged is monitored until resolution. Follow defined processes to deliver high quality and professional service to customers. Assist with resolutions for channel partner queries, internal and external customers. Escalate queries needing senior or leadership intervention timeously and professionally. Show less

Information Technology Support Specialist

• Oct 2012 - May 2013

Created, tracked, and closed change or incident tickets for related email and calls utilizing CA Service Desk ticketing system Responded to incoming calls and email requests for technical assistance and best practices as needed Created, managed, and modified user accounts/usernames Unlocked user accounts and reset passwords Solved minor workstation-related issues Installed operating system, software, antiviruses and patches Maintained documentation of processes and tickets Provided first-level technical and support, troubleshooting desktop, laptop, and network connectivity problems utilizing remote access, via telephone, email or web Utilized Active Directory to view user account information and status Provided administrative support to staff Troubleshoot and resolve configuration, browser or operating system related configuration issues utilizing TCP/IP/DHCP utilities such as PING and IPCONFIG Logged calls, requests for service, maintenance and other issues into Remedy database Organized and maintained files Show less

Information Technology Operations Support

• Jul 2012 - Apr 2013

Provided computer help desk support via telephone communications with end-users. Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Perform various administrative duties Provided computer help desk support via telephone communications with end-users. Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Perform various administrative duties

Information Technology Support Specialist

• Jan 2012 - Apr 2013