Updated Resume 2016

1. Heather L Guise
72 Kennelworth Circle, Hampton, IL. 61244 ● 309-721-4973 ● hguise1982@gmail.com
WORK EXPERIENCE
Almon INC. November 2015 - Present
PC Technical Supprt
• PC Technical Support for all Crop Care & Harvesting parts catalogs coming out of the Des
Moines Factory. Point person for all projects; including new machines, any changes to any
equipment that will affect the parts catalogs. Organizing plans of action to help ensure the steady
progress of all important tasks and projects.
• Assist the publishing coordinator with the timely publication of any Crop Care & Harvesting
catalogs, offer support to the Dealer Technical Assistance Center for Crop Care & Harvesting
catalog related issues and maintain and sort a database of Engineer Change Notices.
• Resolve complex parts issues using resource materials.
• Report complex problems to higher levels for resolution; locating existing information from
internal sources.
• Create and organize project meetings and lead team discussions with Engineering, DTAC,
Product Support or other departments to clarify communication between members.
• Edit and maintain John Deere parts catalogs using technical documentation and engineering
support while continually looking for ways to improve processes and make authoring more
efficient.
• Attending classes for self-improvement opportunities by attending JD classes for Cotton and
Sprayer machine education.
ADRO IT at John Deere PDC – Milan, IL January 2013 – November 2015
Parts Distribution Coordinator/Export Customer Service
• Provides and assists dealers, factories and marketing units with information concerning service
parts and their applications in regards to product availability, unshipped orders, parts
identification, defective or mixed stock, and pricing or system problems.
• Responds to dealer and depot requests to expedite critical machine down orders through various
contacts to assure customers of the timeliest delivery of parts.
• Provides dealer and depot assistance pertaining to incorrect part numbers, substitutions, electronic
parts catalog interpretations and machine usage to assure customers get correct parts.
• Documents inquiries in a call tracking system to identify common problems and to provide
history for follow-up and reference by other team members and/or service teams
• Work with team members to resolve difficult inquiries.
• Use multiple computer software applications to locate information for consistent response
• Administers JDPoint to find, place and reactivate Dealer orders.
• Coordinates the resolution of parts problems between parts distribution centers,factories, vendors
and dealers regarding parts identification, mixed stock, defective stock or unshipped orders.

2. • Processes machine down back order reports, working with factories, depots, buyers and/or
suppliers in an effort to proactively assign promise ship dates and provide customers with the
earliest possible availability.
• Processes InternationalClaims and RGA’s for all dealerships and Depots.
• Process invoices and approvals for payment.
• Prepare and distribute correspondence for dealer and Depot repayment and invoices.
• Processes Adjustments on Invoices for Dealerships and Depots on all credits and or debits.
• Utilizes several DNS screens for Dealer Maintenance.
• Logs phone calls into a Case Management System via Dealer Technical Assistance Center
(DTAC) for Parts.
• Assists with dealer personnel, electronic ordering and information systems to maintain a high
level of support to customers.
• Investigates system error messages on dealer orders and contacts dealers as necessary to cancelor
prepare orders for re-entry into the system.
• Provides Flash Plus after hours service to include weekends and holidays in order to provide
customers with 24 hour parts service 7 days per week.
• Enter data into SAP and other internal systems; process forms according to standard procedures.
• Receive, research,and interpret documentation for the purpose of completing transactions (i.e.
vital documents) following defined procedures.
• Work with other team members to resolve difficult inquiries.
• Provide assistance to less experienced team members as well as training new members to the
team.
EDUCATION
United township high school – East Moline, IL
Diploma - June 2000
Paraprofessional Educator Endorsement (ELS-PARA)
IEIN: 996759
SKILLS
• Complete proficiency in data entry (ten key and alpha/numeric).
• Database: Mainframe (QW3270).
• Experience in JDPC,DTAC,DNS,JD Point, PM Pro,JD Web Parts,Parts Expert,SAP,
Windchill and Recon.
• Exceptional multi-tasking and prioritizing skills.
• Methodologies: Presentations.
• Trouble shooting and problem solving skills.
• Tools: Adobe (Acrobat,Illustrator, Photoshop, Premier Pro), Corel and OneNote.
• Operating Systems: Microsoft Office (XP and 2010).
• Ability to meet fiscal deadlines and metrics.
• Maintain documentation for procedures.
• Process mapping.
• Deals with confidential dealer and depot information.

3. • An attention to detail and accurate keyboarding skills.
• Strong organization skills and ability to manage priorities and document information quickly and
accurately.
• Ability to quickly navigate between a number of software applications, for example, SAP and the
suite of Microsoft applications.
• Work experience in a team environment.
• Skilled in planning and organizing.
• Good interpersonal, negotiation and conflict resolution skills.
• High level of attention to detail and accuracy.
• Ability to perform a wide variety of tasks and change focus quickly as demands change and adapt
to varying customer needs and deal with unresolved situations.
• Level 0 Certified Tractor Training and Operations.
• Level 1 Certified Cotton Picker Training and Operations.