Marcus Stanke

Product Owner für Engineering Requirements Management DOORS Family - Definition, Koordination und Aufrechterhaltung der strategischen Ausrichtung des Serviceportfolios - Betreuung und Koordination der eingebundenen Geschäftsbereiche im In- und Ausland - Definition, Kontrolle und Kommunikation der Kosten für die angebotenen Services

- L2 multilanguage support for Rational DOORS / DNG / DWA / RDS - technical team lead for L2 Emea support team - Accelerated Value Program support contact for DOORS - Providing expert and creative solutions to customer problems - Communicating directly with customers who are carrying out requirements engineering for complex software and systems and working in different development environments

• troubleshooted installation, compatibility and applications issues regarding to internal, external hard drives and backup software • provided worldwide technical assistance by phone, email and online networks to endusers and small resellers • worked in a multilingual team of 24 technical and customer service agents • consistently achieved the targets for call response and handling time as well as the email response time set by the company • achived 90% of customer satisfaction ratings

• troubleshooted technical hardware and software issues for printer and multifunction machines • provided technical support by phone, email and fax to german customers • trained new startes • deputised as a Stand-In-Mentor to provide floor support for other agents by phone or face to face contact and to develop other agents to be more effective • subject matter expert for Sales Lead including to be the main, creating orders and monitoring results

• logged hardware and software issues by receiving them by phone, fax and email • verified customer contracts, billing them if applicable • translated failure descriptions from German into English. • improved time efficiency by modifying the work process • coached new starters