Roger Wick
Computer Technician I at DOUGLAS ESD SCHOOL DISTRICT- Claim this Profile
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Bio
Credentials
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Excel 2016 Essential Training
LinkedInNov, 2019- Nov, 2024 -
Learning Excel 2016
LinkedInOct, 2019- Nov, 2024 -
Note-Taking for Business Professionals
LinkedInOct, 2019- Nov, 2024 -
Technical Writing: Reports
LinkedInOct, 2019- Nov, 2024 -
Writing Customer Service Emails
LinkedInApr, 2019- Nov, 2024
Experience
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DOUGLAS ESD SCHOOL DISTRICT
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United States
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Primary and Secondary Education
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1 - 100 Employee
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Computer Technician I
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Jul 2023 - Present
The Computer Technician I maintains and supports the implementation of ESD and client telecommunication systems and maintains and supports computer desktop hardware, software, and peripherals. The Computer Technician follows and supports ESD policies and procedures performs other duties as may be assigned, and works cooperatively and harmoniously with clients, co-workers, and supervisors. Typical Duties: Isolates problems from symptoms, determines alternatives, executes solutions, and effectively communicates these aspects to management, IT team, and users. Respond to technical support requests from users utilizing the IT HelpDesk software. Assists with training teachers and local system administrators; coordinates outside trainers in specialized areas of expertise. Articulates technical concepts to peers, management, and limited user audience. Organizes and writes and maintains systems documentation for ESD, DougNet, and where necessary, the school districts. Trouble-shoot computer, software, and telecom configuration on site, and over the phone, utilizing remote management tools as required. Appropriately maintains and secures confidential records and inquiries. Professionally represents the school and the District in interactions with parents, community, staff, and students. Act as the first point of contact for problem resolution and technical assistance from Douglas County user community. Assign, monitor, and manage requests with the HelpDesk system software. Show less
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County of Eldorado
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Placerville California
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Applications Analyst 1 County of Eldorado CA
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Apr 2021 - Dec 2022
Monitor, troubleshoots, and resolves any issues related to Munis and Korons application availability, utilization. Provide support to other customer facing application and server infrastructure, as directed, and maintenance of County information technology applications, including enterprise-wide, department-specific, and web-based applications; modifies, and tests software applications. Receive customer complaints and inquiries through a variety of channels, including, iSupport tickets, email, phone, and live chat. In addition to making sure that each individual complaint is properly dealt with, I assess customer problems as a whole so that particular areas of concern can be identified such as a System down Assign/update MUNIS security access to new or existing users. I work with users and IT Management to improve workflow efficiencies to include the implementation and configuration of Munis Business Rules. Beyond solving problems which have already arisen, come up with plans designed to help avoid problems in the first place. This involves regularly evaluating the current state of the application, identifying aspects which could be improved and recommend changes to facilitate those improvements. Show less
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Cultura Technologies
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United States
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Software Development
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1 - 100 Employee
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Customer Care Analyst / Support / Agent
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Mar 2017 - Sep 2020
ExtendAg Cultura family. We provide supply chain management solutions to many of the largest food and beverage processors in the US and Canada. Our ERP solutions allow our customers to efficiently streamline the supply side of their business. Typical Duties: Provide technical support for ExtendAg’s software products for PC, mobile, & web-based platforms Diagnose, troubleshoot, and resolve customers’ software issues and inquiries Install, configure, test, and document the systems for the products Train the users on how to properly use the products with efficiency Create easy-to-understand, step-by-step instructions for the customers on how to use the products Creatively find new ways to improve products and services Strong software troubleshooting and problem-solving skills Creativity when it comes to finding ways to make software work for unexpected customer needs Excellent verbal and written communication abilities Rapid learner Multi-tasking ability essential Skills: Knowledge of bookkeeping/accounting, including payroll processing, accounts payable, accounts receivable, cost accounting, and bank reconciliation Customer-oriented approach to delivering service and solving problems Computer technical or software support experience Agricultural background or work experience Ability to write easy-to-understand, step-by-step instructions for customers Self-motivated in finding ways to improve products and services Familiarity with SQL commands and/or Excel functions and macro programming helpful Show less
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Intel Corporation
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United States
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Semiconductor Manufacturing
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700 & Above Employee
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Data Operations Analyst II
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Aug 2016 - Feb 2017
Data Operations Analyst II Intel, Folsom, CA Supporting the America Sales and Marketing Organization by executing the administrative audit tasks necessary to help the field sales teams manage their accounts in Salesforce (Customer Relationship Management system). • Execute Salesforce tasks driven by e-mail requests or audit findings. Navigate between many different Salesforce screens and research issues as necessary. • Frequently run reports, audit and analysis via Excel. Work with a variety of tools to help support the Online Sales Center for North and Latin America as well as other customer facing field sales audiences. • Access SharePoint and follow documented business processes. Assist with administrating internal user help desk support and effectively communicate with a variety of stakeholders. Document processes and prepare tasks to be outsourced to a third party for ongoing support. Show less
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Amdocs
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United States
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Software Development
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700 & Above Employee
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Sr. Software Support Engineer
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Mar 2007 - Jan 2016
Deliver a great customer experience to a wide global customer base. Discover, troubleshoot, diagnose and track reported issues using the Clarify CRM tool. Case ownership and technical support for the resolution of complex problems, including; debugging, simulations, and writing SQL scripts. - Provide advanced application support to effectively utilize the system infrastructure and resources. - Interact with software vendors to provide best solutions to business problems. - Consultation, training and onsite customer support in Japan for one and half years. - Responsible for tracking and resolving open technical help desk ticket issues, from start to finish. Show less
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DST INNOVIS (acquired by AMDOCS)
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Crawley, England
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Technical Sales Engineer
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2001 - 2007
Relocated from US to UK in 2001 for a role as a Technical Sales Engineer. Responsible for development and delivery of product demonstrations of Billing/OSS/BSS Systems remotely and on customer site a preformed product demonstrations at conferences and seminars, for groups up to 100 people. Respond to functional and technical elements of request for proposal (RFP) and request for information (RFI). Worked in conjunction with the sales team to convey customer requirements to Product Management teams • Leadership and technical experience in technical sales generation, delivery, presentations and closing; proposal, request for proposal (RFP) and request for information (RFI) development. • Project and program management, software, application and system development. • Business analysis and process re-engineering; customer service and billing systems; enterprise-wide implementations. • Field force automation and general business operations. • International travel all over the world. Show less
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