Professional Summary
Organized and goal-oriented, fully committed to providing the highest possible standards of customer service and support. Analytical problem-solver, able to anticipate issues and define processes to resolve concerns and improve efficiency. Highly skilled in building client / team member relationships. Able to see the big picture, delegate effectively and motivate team members to achieve project completion on time.
Work Experience
Senior Technical Account Manager (Sr. TAM)
Docusign
Feb 2023 - Present
- Technical Relationship Management: Managed and cultivated technical relationships with Enterprise Premier accounts, acting as the primary technical contact and ensuring overall account health.
- Issue Resolution & Advocacy: Led resolution efforts for complex production issues, including escalations, system testing, and strategic planning. Represented customer needs within DocuSign to advocate for prioritization of requests in release cycles.
- Cross-Functional Collaboration: Partnered with internal teams such as Engineering, Product Management, Sales, and Professional Services to drive customer adoption, loyalty, and satisfaction.
- Proactive Recommendations: Delivered tailored technical recommendations, including training and insights on advanced features, APIs, and deployment strategies.
- Operational Metrics Excellence: Consistently achieved Service Level Agreement and Customer Satisfaction (CSAT) targets by effectively managing incidents and fostering engagement.
- Leadership & Mentorship: Inspired colleagues and provided mentorship while championing strategic improvements and promoting the Enterprise Premier Support program.
- Technical Expertise: Leveraged expertise in Docusign integrations (e.g., Salesforce, SharePoint), products (Connect, PowerForms, API), and technologies (XML/JSON, REST/SOAP APIs, HTML, CSS, Node.js) to tackle diverse technical challenges.
Customer Success Engineer
TalentNet
Mar 2021 - Feb 2023
- Customer Lifecycle Management: Oversaw key technical areas, including API development, job board integration, and personalized support for diverse customer accounts.
- Technical Advisory Role: Served as a technical resource, providing expertise and guidance to external customers and internal stakeholders alike.
- Scalable Solution Design: Strategized and identified new use cases to simplify processes and deliver scalable solutions across the customer base.
- Cross-Functional Engagement: Collaborated with product, software engineering, and UX teams to guide customer requests and define roadmap priorities.
- Resolution Leadership: Coordinated closely with technical support teams to ensure timely resolution of customer requests and escalations.
- Advocacy and Mentorship: Acted as a customer advocate while fostering team collaboration and providing mentorship to fellow team members.
Client Technical Support Engineer
fiserv
Apr 2017 - Feb 2021
- Leadership & Expertise: Served as a team leader and Subject Matter Expert (SME) for the DadePay project, driving training exercises and Knowledgebase article development.
- Support Model Development: Designed, implemented, and maintained the DadePay support model and client readiness documentation, ensuring 100% readiness for initial client requests.
- Cross-Functional Collaboration: Engaged with Development and Product teams to increase visibility into client activity, gather feedback, and address recurring themes to improve quality and reduce case activity.
- Comprehensive Product Support: Provided assistance to clients across all aspects of the various products managed by FRMS.
- Virtual Environment Maintenance: Oversaw the team's client virtual machine pool to ensure availability of client models for testing in comparable environments.
HRIS Consultant
Nuscale Power
Jul 2016 - Apr 2017
- Project Management: Developed and managed five benefit carrier integration projects, from initial design to post-implementation support.
- Application Development: Designed a simplified application for delivering benefit files to carriers, featuring a single-click menu for file generation, delivery via SFTP, and date-stamped archiving on a secured network drive.
- File Auditing & Coordination: Audited files and coordinated efforts with benefit carrier EDI specialists and NuScale team members.
- Automation & Custom Coding: Developed and maintained custom code to automate WorkForceReady for reporting and delivery needs.
- Technical Support: Served as the point person for all Kronos WorkforceReady issues, assisting employees in running reports, understanding workflows, auditing security/group access, and creating tickets as needed.
Application Support
BBSI
Oct 2015 - Jan 2016
- Provided first-line technical support for branch users across various platforms including HRPyramid, Salesforce, and SpringCM.
Senior Connections Support Specialist
Sep 2013 - Jul 2015
- File Integration Support: Worked with HR/Benefits and WorkforceNow service teams to enable payroll and benefit enrollment connection files.
- Technical Training & Support: Provided training and technical support for the integration between ADP HR/Benefits, WorkforceNow, Payroll products, and benefit carriers.
- Collaboration with EDI Teams: Developed strong relationships with benefit carrier EDI teams, facilitating smoother connection changes.
- Data File Delivery: Maintained delivery of data files in various formats (XML, JSON, ANSI834 4010/5010, CSV, Tab Delimited) between ADP HR/Benefits and benefit providers to ensure accurate employee benefit plan enrollment.
- Client Communications: Ensured effective communication with clients, fostering satisfaction and improving retention rates.
- Issue Resolution: Identified technical issues, replicated errors, and developed effective workarounds.
- Training & Procedure Development: Trained associates and created new procedures to enhance team efficiency.
- Web Services & API Support: Implemented access and resolved issues with Web Services and API, utilizing tools like OpenSSL, OpenPGP, SOAP/REST protocols, WSDL files, JSON/XML data, OAuth, and OpenID.
- Documentation: Actively documented issue identification tips, error resolution strategies, and FAQs related to Web Services and API capabilities.
- Team Assistance: Provided training and guidance for Web Services/API support while assisting team members with service cases.
Technical Solutions Consultant
Jan 2012 - Sep 2013
- Client Support: Provided technical assistance to clients for resolving product hardware, software, and operating system issues through phone and remote access for supported applications or products.
- Issue Analysis: Analyzed client issues to determine resolution feasibility on initial contact or required escalation to second-level support.
- Upgrades & Problem Resolution: Supported installation upgrades and resolved technical problems related to performance, security, and other product concerns.
- Troubleshooting & Workarounds: Effectively identified, replicated, and developed solutions for client issues, documenting and communicating results to clients and Corporate Development.
- Database Expertise: Delivered advanced technical expertise for standard database applications, including MS Access, Oracle, MySQL, MS SQL Server, and more.
- Lab Scenario Recreation: Gathered client databases and variables, recreating scenarios in a PC Lab environment to resolve complex database issues.
- Product Pilot Assistance: Assisted in new product pilots and rollouts to departments and clients, ensuring smooth transitions and implementation.
- Cross-Functional Liaison: Acted as a liaison between Implementation, Client Services, Management, and Corporate Support to resolve high-impact problems swiftly and effectively.
- Training Development: Identified department training needs, assisting in the creation of training development programs.
- Team Leadership: Served as team leader in the manager's absence, prioritizing critical issues, providing direction, and ensuring timely, effective client support.
- Technical Proficiency: Developed expertise across networks, operating systems, hardware, software, databases, browsers, and related technologies.
- Documentation Creation: Supported product enhancements by developing internal documentation for new features and procedures.
Connection Services Specialist
Apr 2008 - Jan 2012
- Technical Support: Collaborated with team members to provide solutions and answer inquiries regarding ADP HR/Benefits Solution, ADP Payroll products, Microsoft products, and other related software packages for the National HR & Benefit Services client base.
- Data File Delivery: Maintained delivery of data files in formats like XML, JSON, ANSI 834 4010/5010, CSV, and Tab Delimited to ensure precise employee-level benefit plan enrollment.
- Client Communication: Fostered effective communication with ADP clients to ensure satisfaction and improvements in client retention.
- Troubleshooting & Workarounds: Troubleshot and replicated client issues, developing workarounds and providing efficient resolutions.
- Training & Procedure Recommendations: Assisted in training initiatives, recommending new procedures and methods to enhance team performance.
- HRB Extend API Support: Implemented and troubleshot HRB Extend API for alternative data transfer methods, leveraging knowledge of WSDL files and XML data transfers.
- OpenSSL Utilization: Used OpenSSL to confirm the correct format and encryption level of Certificates and Certificate Signing Requests.
- Web Services Training: Provided extensive training for Web Services support team members and assisted in resolving service cases.
- Documentation Management: Actively maintained documentation for client support, including troubleshooting tips, error resolution strategies, and FAQs regarding API capabilities.
HRIS Support Specialist
Mar 2007 - Apr 2008
- Consulting Expertise: Provided expert consultancy to service ADP's HR & Benefits products and technologies, delivering solutions tailored to client needs.
- Problem-Solving: Leveraged broad expertise to identify and resolve client problems, delivering effective and innovative solutions with direction.
- Product Mastery: Developed and maintained deep knowledge of ADP's products and services to address client questions, exceed expectations, and showcase the value of ADP's offerings.
- Recommendations to Leadership: Provided insights and recommendations to ADP leadership on best practices and training opportunities, informed by client input and personal experience.
Import Operations Assistant II
CEVA Logistics
Dec 1999 - Dec 2006
- Document Scanning: Scanned import documentation for Nike using Accent Capture software while adhering to strict quality standards and accuracy.
- Data Indexing: Indexed documents into a web-based database for customer review and utilized an AS/400 system for updates and shipment queries.
- System Maintenance: Performed routine maintenance on Kodak 3500 Scanner and created sales and marketing presentations on product capabilities.
- Manual Development: Authored the scanning system manual, ensured updates aligned with ISO procedures, and maintained instructional guides to enable seamless operations during absences.
- Troubleshooting Support: Updated troubleshooting guides based on evolving challenges and queries from coworkers.
- File Storage Management: Managed warehouse file storage spanning five years, rotating files from the main office as space limitations arose.
NCR Corporate Account Lead
Burnham Services Corp
Dec 1997 - Dec 1999
- Customer Relationship Management: Established and maintained working relationships with NCR technicians to better address customer needs and requirements.
- Task Coordination: Managed daily operations based on customer needs, coordinating work crews to ensure efficient fulfillment.
- Shipping & Receiving: Utilized the AS/400 program and Microsoft software (Word, Excel, Access) to manage shipping and receiving processes.
- Equipment Operation: Operated forklifts, palletized boxes, and loaded trailers to streamline logistical operations.
- On-Call Support: Provided after-hours paging services for technicians to address urgent or unexpected situations.
Logistics Associate
NCR Corporation
Dec 1995 - Dec 1997
- Shipping & Receiving: Utilized various computer programs, including Microsoft Win95, Excel, and Access, to manage shipping and receiving operations.
- Training & Certifications: Completed HAZMAT and EH&S training to ensure compliance with safety standards.
- Forklift Operations & Inventory Control: Conducted forklift operations, maintained inventory control, and audited stock for accuracy.
- MSDS Management: Prepared and maintained Material Safety Data Sheets (MSDS) and participated in training sessions.
- Palletizing & Trailer Loading: Efficiently palletized boxes and loaded trailers for transport.
- Foam-in-Place Equipment: Operated foam-in-place chemical equipment for specialized packaging needs.
Education
Bachelor of Arts in Management Information Systems
Washington State University
Aug 2011 - May 2015
Associate of Arts in Computer Information Sciences
ITT Technical Institute
Dec 2000 - Dec 2002
Projects
Hono Authentication
Developed and currently maintain a Hono Framework based application (HonoShield) which aims to simplify developing user authentication applications in the Cloudflare workers space. Site visitors are able to register, login/logout, and modify their user records.
JavaScript Hono NPM Cloudflare Wrangler Github
Stripe Payments Plugin
Created a repository demonstrates how to integrate Stripe Payments with Cloudflare Workers using KV storage for securely managing keys, and submitting transactions to Resellerclub. It includes both the front-end (payment form with Stripe Elements) and back-end logic (payment intent creation, checksum generation, and form submission).
JavaScript Github Cloudflare Wrangler ResellerClub
Joomla Development
Working on a component/module/plugin combination to create a Joomla platform for white-label web hosting and domain name sales through a REST API backend service, as well utilizing a payment gateway library to handle sales.
Joomla PHP MySql Apache Nginx HTML Visual Studio Code REST API Postman Github ResellerClub
Family Blogs
Developed and maintained themes and plugins for our family's self-hosted Wordpress blogs.
WordPress PHP MySql Apache Nginx HTML Visual Studio Code Github
Self-Learning CNC Routing
Currently learning about 3D modeling and CNC routing with a tabletop CNC router and Fusion360 software
Genmitsu CNC 3018-PRO Router Autodesk Fusion 360 Gimp Carbide Create Inkscape