Andrew Haer

Experience

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  AT&T

  Jun 2005 - Aug 2015

  Senior IT Client Consultant

  Functioned in multi-dimensional role involving business consulting with Fortune 500-level clients through Ariba Spend Management products and as a primary liaison and escalation point for external clients and internal IT organizations as a subject matter expert across business application processes. Provided daily technical and functional support for hosted applications to clients.- Conducted weekly, monthly, and quarterly meetings with client Procurement teams and present incident ticket information and spreadsheets for client discussion and updates.- Supported operations by exercising independent judgment in monitoring systems and applications, troubleshooting problems, creating documentation, isolating problems, and arranging support from Client Services personnel.- Prepared training documents and led internal team training sessions for spend management programs, developing consistent standards and workflows across business unit.- Traveled regularly to work in person with both local and out-of-town client teams, fostering discussion on areas of improvement and project timelines. Show less

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  IBM

  Sept 2015 - Jun 2020

  Senior IT Client Services Manager

  Acted as initial point of contact on client issue and project escalations by taking steps to triage with internal and external teams to troubleshoot and share consistent updates on respective issues from start through resolution. - Directed 15 North America-based resources as Trio Squad Lead across a large client pool, working as client escalation resource and troubleshooting collaborator on short-term and long-term client impact issues.- Developed and maintained professional and productive ongoing client relationships through SAP Management Systems while ensuring elevated service levels were met with new and existing clients.- Served as lead facilitator of coordinated monthly and quarterly Windows and Linux OS patching projects across entire client base, ensuring contractual and company-wide compliance without impact to client day-to-day operations. Show less

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  Wolters Kluwer

  May 2021 - now

  Senior Customer Service Specialist - Client Success