KURT WOLFENBARGER Administrative Professional ------------
Summary Investigate and analyze issues and work to resolve the issue. Diagnose problems and identify potential solutions. Ensure timely resolution of all assigned issues and provide regular updates. Escalate issues with Development or Business teams on assigned open issues until they are resolved and closed. Accurately record details of communications with Clients, Development and Business teams. Escalate issues where required to ensure appropriate resolution is achieved. Ensure appropriate support documentation exists. Document and maintain procedures for all processes User Acceptance Testing as required.
Sr. Client Services/Customer Care Advisors Specialist – IHSMarkit 2018 - Working with internal teams and individuals to support the Markit WSO (Wall Street Office) product suite. Usability questions, troubleshooting, and providing installation/configuration assistance to clients via phone and email.
SME IBM Corporation - Experis/IBM 2011 - 2017 Level 1 direct Business Partner support for Hardware and Software services contracting application. Utilize SQL for research and resolution of Application and data problems. Escalate issues to Level 2 and Development for additional Problem Determination and/or correction Data creation for UAT on new Application releases and new solutions.
Advisory Information Specialist at IBM CORPORATION 1997 - 2010 Contract Handling International Solution - IBM Internal System for supporting the Sales Contract Management processes. Level 2 support on application problem resolution. Initial response to submitter within one business day. Comprehensive information to Field via Conference calls, Lotus Notes. Assistance with development and delivery for Field Team Leaders, Internal groups and Peers. Created Quick Reference Guide to the data tables and Application to be used by new Team members and Shareholders. Maintain Desk Procedures and User Guides for complete and accurate backup situations. Installation, testing and validation of new data table information, i.e. new service offerings or pricing changes/additions.
ADDITIONAL ASSIGNMENTS AT IBM
Administrative Information Analyst On-line Research Application Specialist for Company Wide Research Team Provided accurate and timely feedback to employee-generated inquiries on administrative subjects. Worked with IBM Legal, IBM Announcement and Offerings Assurance, IBM Global Financing, IBM Commissions and IBM Manufacturing, taking average response time from 3 days to less than 24 hours.
Sales Branch Office Administration Comprehensive Administrative support for Sales and Technical Staff. Customer Relations & Support • Contracts & Agreements • Account Management • Sales & Marketing Support • Inventory & Asset Management • Internal Audits • Policies, Processes & Procedures • Regulatory
Education Kansas State University B.S., Agriculture/Horticulture/Business