Remote Techical Support - Answering the Phone is Just the First Step (Tour)

Barbara Schepp

 

IBM Rochester is the home of “World Class” Remote Technical Hardware and Software Support.  During this walking tour of our Technical Support Center, you will learn how using conflict resolution, change management, soft skills and problem solving are used every day to tackle technical customer issues.


Barbara Schepp

Barbara grew up in Minot, North Dakota and attended Minot State College graduating with a Bachelor's of Science in Secondary Education in 1986. After her graduation, she was a substitute teacher for the Bismarck, ND public school district until February 1988 when she began her career with IBM. She started as a Customer Engineer for IBM in Bismarck and was responsible for maintaining and repairing IBM hardware equipment for numerous customer's that included the Bank of North Dakota, Basin Electric & State of North Dakota. In February 1994, Barbara accepted a position of Service Planning Representative for the IBM AS/400 in Rochester, MN. In this position, Barbara was responsible for ensuring cost effectiveness and serviceability of new IBM hardware products. She continued to advance in this area and was named a Senior Advisory Service Planning Representative and was given the responsibility of creating education for the IBM service community. Barbara accepted a position as personnel and technical manager for the iSeries Hardware support center in October 2005 and is now presently managing a Software team within the iGSC (IBM i Global Support Center). Here in the iGSC, we provide 24x7 hardware and software support for IBM's global customer base. We provide Level 1, Level 2 & Level 3 software and hardware support to customers such as Ebay, Costco, Federal Express, Walgreens, Bank of America of many more. The iGSC is a multiple winner of the SSPA Star Award for Service Excellence. Barbara is an active member of the Rochester community. She is on the board of the Rochester Youth Volleyball Association, John Marshall High School Booster member & high school youth church leader. She and her husband have three children Taylor(works at Mayo as a genetic research technician), Eric (pre-pharm student at SDSU) and Kia (Senior at John Marshall High School) and keep busy with attending sporting events & travel.