Nathan Lienau

Experience

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  Cintas

  Jun 2006 - Aug 2007

  Service Sales Representative

  As a service support representative, the primary function of my job was to develop and maintain customer relationships by replenishing their first aid cabinets every month. I then leveraged these relationships to upsell safety supplies. such as earplugs, safety glasses and hard hats, as well as first aid, CPR and AED training classes.

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  Genuine Parts Company

  Aug 2007 - Jun 2015

  As the assistant support center manager, I handled all the internal operations of the support center, including scheduling approximately 70 support analysts, interviewing, hiring, onboarding of new team members, developing training to address skill shortfalls, monthly team member bonus calculations, adherence to attendance and PTO policies, and customer escalations. I directly managed a team of three supervisors who each had approximately 10 support analysts. We used both ServiceNow and Five9 software packages to efficiently and effectively track our customer interactions and manage our knowledge base. Show less While serving as a level 1 supervisor in the support, center I identified a technical skill gap in my front-line analysts and created the "SQL Question of the Day" to remedy this gap. Every day, I would send a question through email to the team asking for a specific bit of information from our test database. The team would then reply to me with the SQL query they would use to get this information. The following day I would send the answer to everyone and explain why and share the key concept we were learning. Each question would take what we had previously learned and build upon it. As a level 1 supervisor my daily tasks included listening to and grading recorded calls to ensure quality, monitoring the call volume to ensure we had the correct staffing levels, and holding one-on-one coaching sessions with members of my team in order to drive improvement. Show less The store systems representative (SSR) functioned as the stores' SME for everything technology. I installed new or upgraded existing hardware such as Unix servers, PCs, printers, RF scan guns, and WIFI access points for more than 200 NAPA Auto Parts stores. I trained store staff on new or existing technology, so they could run their businesses more efficiently and effectively. This training included everything from inventory management in the TAMS software package to how to use Google Translate to serve a Spanish speaking customer that no one else in the store could understand. As an SSR, I had a sales and training quota that I exceeded in both 2012 and 2013. Show less As project manager, I managed two high profile project pilots for the company. In the first project, I created 2 hub and spoke store groups. The idea was to greatly increase the inventory in a centrally located hub store and develop a shuttle service that would provide five deliveries to each of the spoke stores every day. Managing this project included selecting the hub and spoke stores, ordering the increased inventory, planning the delivery routes, and interviewing and hiring additional staff. Sales were closely monitored for these stores over the next 12 months to determine the return on investment (ROI) and quickly rolled out across the nation.The second project I managed while in this position was a Retail floor reset. We completely reset two stores, including new shelving, retail floor layout, product placement and even repainting the buildings and new signage. Once again, sales were closely monitored, and the process meticulously documented to determine ROI and reproducibility. This project was also rolled out across the nation. Show less I began my career with Genuine Parts Company as an Executive Management Trainee (EMT). The EMT program was an intense 18-month training program that took me through all areas of the business including sales, warehouse operations, human resources, and retail management. After 15 months in the program, all EMTs from across the company were brought to the company headquarters and were presented with a business problem facing the company. We were given 3 months to work as a team to develop, test and pilot a solution to this business issue. Once the pilot was finished, we presented our findings to executive management and they decided to roll out the pilot to the entire company. Once the training program was complete, our performance was assessed, and we were placed in position that best suited our strengths and skills. Show less

  • Assistant Support Center Manager

    Jun 2014 - Jun 2015

  • Store Support Level 1 Supervisor

    Mar 2014 - Jun 2014

  • Store Systems Representative

    Jun 2012 - Mar 2014

  • Technical Customer Support Representative

    Feb 2011 - Jun 2012

  • Loss Prevention Manager

    Feb 2010 - Feb 2011

  • Project Manager

    Apr 2009 - Feb 2010

  • Executive Management Trainee

    Aug 2007 - Apr 2009
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  Misher Fleet

  Oct 2015 - Sept 2017

  IT Manager

  As the top-ranking IT professional in the organization, I reported directly to the company president. I oversaw the acquisition and deployment of all IT hardware (servers, PCs, printers, network switches, and routers). While in this role, I also implemented solutions for several key business issues the company was facing and improved many business processes through training and implementation of new technologies. I was also a member of the executive management board and assisted in setting company policy and direction. Show less

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  Thomson Reuters

  Sept 2017 - Apr 2020

  Technical Support Manager

  Under my leadership, our support organization has increased published knowledge base articles by 893% and decreased the number of open cases by 29%. Utilizing my experience with ITIL and ITSM, I have instituted procedures, provided direction, and set goals to develop and mature the two separate teams of support analysts I lead.

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  Resultant (Formerly Teknion Data Solutions)

  Apr 2020 - now

  • Senior Consultant

    Jan 2021 - now

  • Consultant

    Apr 2020 - Jan 2021