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Gregory Menard

@gregorymenard

Customer Experience Analyst at Landis+Gyr who improved support protocols and turned customer feedback into product improvements.

United States

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At Landis+Gyr, I monitored meter and device data to optimize endpoint performance against SLAs and administered daily operations of MDM applications. I also advised cross-functional teams on MDM application expertise.

I improved customer support protocols and translated customer feedback into product improvements through formal change requests. I also maintained the Customer Operations Knowledge Base and mentored peers during knowledge-transfer sessions.

At Chamberlain Staffing Contract, I tracked technical issues, installed and updated workstations, and resolved hardware and software queries. I also maintained equipment inventory and developed IT documentation.

At Reed Construction Data, I supported users across Windows and Unix systems and implemented infrastructure upgrades. I also converted legacy Microsoft Access database applications to MS SQL Server solutions.

Experience

Work history, roles, and key accomplishments

Customer Experience Analyst II

Landis+Gyr

Jul 2022 - Mar 2025 (2 years 8 months)

Monitored meter and device data to optimize endpoint performance in alignment with SLAs. Administered daily operations of MDM applications, provided expert support, and mentored peers.

MDM SLA Compliance Customer Support Incident Management Knowledge Base Management Technical Training Mentorship Cross Functional Collaboration

Customer Experience Analyst

Landis+Gyr

Jan 2019 - Jul 2022 (3 years 6 months)

Developed diagnostic techniques and provided internal training on company products. Managed incidents and served as initial escalation point for service desk inquiries.

Incident Management CRM Freshdesk ServiceNow Jira Customer Feedback Training Escalation Management Knowledge Base

IT Contractor - Technical Analyst

Chamberlain Staffing

Jan 2018 - Jul 2018 (6 months)

Tracked user calls for technical issues and installed/updated workstations and peripherals. Responded to hardware and software queries via ticketing system and maintained inventory.

Troubleshooting Hardware installation Ticketing Systems Inventory Management Technical Support Documentation

Network Support Analyst/ Desktop Support Specialist

Reed Construction Data

Mar 2011 - Apr 2017 (6 years 1 month)

Administered user accounts and provided help desk support for 200+ end users. Improved system performance by 30% and increased efficiency by 25% through database conversions.