Career 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 concern 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 on-time project completion. Technical skills include: Full Stack Development; PHP, MySQL/MariaDB, HTML, CSS, JavaScript, JQuery, REST/SOAP API Development & Consumption.Work Experience
Technical Customer Success Manager
DocuSign
As a Technical Customer Success Manager, I served as the primary technical contact for Enterprise Premier Support accounts, managing all aspects of the technical relationship from troubleshooting to advocating for enhancements. My duties included managing customer cases, ensuring timely resolution, and advocating for bug fixes. I reported to the Director, Support Delivery and acted as a trusted technical advisor for DocuSign products, representing customers' technical needs to DocuSign and vice versa. I also participated in special projects to enhance team efficiency and contributed to Sales' ability to sell Enterprise Premium, supporting upsell opportunities and evangelizing the program.
Technologies used:
- DocuSign
- Salesforce
- KazMon
- Postman/Insomnia
- Atlassian Jira
- HTML/CSS/SASS
- PHP
Customer Success Engineer
TalentNet
Manage the customer lifecycle for technical key areas such as API development, job board integration, and white glove support for multiple accounts across the spectrum of customers. Technical resource for external Customers for advice and expertise as well as internal stakeholders. Strategize and identify new use cases to delight clients with simpler solutions to provide solutions that are scalable across customers. Engage with the product, software engineering, and UX teams to guide customer requests and define our roadmap. Liaise closely with the technical support team to ensure that customer requests and escalations are resolved. A true advocate for customer success, as well as a team player and coach other team members.
Technologies used:
- TalentNet
- Custify
- PHP
- MySql/MariaDB
- Kibana
- HTML/CSS/SASS
- Postman/Insomnia
Client Technical Support Engineer
Fiserv
Served as a leader and SME for the DadePay project, as well as led our team members in training exercises and Knowledgebase article development. Successfully developed and maintained the DadePay support model, and client readiness documentation, ensuring 100% readiness once initial clients began requesting support. Engaged and collaborated with Development and Product stakeholders, to increase visibility of client activity, feedback, and recurring themes that should be addressed to improve on-going quality and reduction in new case activity. Supported clients for all aspects of the various products FRMS manages. Maintained the team's client virtual machine pool, ensuring that we had client models available for testing in similar settings.
Technologies used:
- DadePay
- WebCapture
- FRMS
- SCS/SCO
HRIS Consultant
Nuscale Power
Successfully developed and managed projects for five benefit carrier integrations, from design to post-implementation support. Developed application as a simplified method of delivering benefit files to carriers. The application provided a single-click menu item for each carrier generating the file, delivering it by SFTP, and archiving a date-stamped version on a secured network drive. Audited files while coordinating with the benefit carrier EDI specialists, and NuScale team members. Developed and maintained custom code to automate WorkForceReady for reporting and delivery needs. Acted as the point person for all Kronos WorkforceReady issues, assisting NuScale employees in running reports, understanding workflows, auditing security/group access, and creating tickets as needed.
Technologies used:
- HRIS
- WorkForceReady
- Benefits Administration
- Visual Basic
- JavaScript
- Technical Support
Application Support
BBSI
Provided the first line of support for the BBSI branch users. Supported HRPyramid, HRPyramid Web Edition, Bullhorn, Salesforce, and SpringCM. Helped to develop and test future applications. Worked proactively with the IT Help Desk to promptly resolve customer (branch user) issues. Identified system options to achieve better client results in payroll, timekeeping and HRIS systems.
Technologies used:
- HRIS
- Payroll
- HRPyramid
- Bullhorn
- SpringCM
- Technical Support
Senior Connections Support Specialist
ADP
Worked with the HR/Benefits and WorkforceNow service team members, enabling payroll / benefit enrollment connection files. Provided training and technical support regarding the integration between ADP HR/Benefits, WorkforceNow, Payroll products, and/or benefit carriers. Developed working relationships with benefit carrier EDI teams, facilitating connection changes more easily. Maintained data file delivery (formats such as XML, JSON, ANSI834 4010/5010, CSV, Tab Delimited) between ADP HR/Benefits and benefit providers, to ensure employee level benefit plan enrollment. Developed and maintained effective ADP/client communications and ensured client satisfaction and improvement in client retention. Effectively identified issues and replicated / developed workarounds. Trained fellow associates and developed new procedures for training. Implemented access and identified issues with Web Services and the API when clients require alternative data transfer methods. Utilized OpenSSL to confirm Certificate and/or Certificate Signing Request correct format and encryption level. Heavy involvement in technologies such as OpenSSL, OpenPGP, SOAP/REST protocols, WSDL files, JSON/XML data, OAuth, and OpenID. Provided training for Web Services /API support and assisted team members with service cases. Actively documented issue identification tips, possible error resolution, and general FAQ's regarding Web Services and API capabilities.
Technologies used:
- HRIS
- ADP HRB/WorkforceNow
- OpenSSL
- OpenPGP
- SOAP/REST
- OAuth/OpenID
- PHP
Technical Solutions Consultant
ADP
Provided technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products. Analyzed client issues to determine if resolution can be found on initial call or if second level support is required. Supported and installed upgrades and assisted in all technical problems (i.e. performance, security, etc.) for the ADP supported products. Effectively troubleshot, replicated, and developed workarounds for client issues. Documented and communicated the results to the client and/or Corporate Development. Maintained appropriate records of client contact through the CRM system. Provided complex technical expertise for industry standard database applications, for example MS Access, Oracle, MySQL, MS SQL Server, etc. Gathered client databases and environment variables and recreated client scenarios in a PC Lab environment to resolve complex database issues. Assisted in new product pilots and roll outs to other departments and clients. Acted as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner. Identified training needs for the department and assisted with training development programs. Acted as a team leader in the absence of the manager by prioritizing critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner. Developed relevant proficiency on networks, operating systems, hardware, software, databases, browsers, and related products. Assisted in developing internal documentation to support new features and procedures for product enhancements.
Technologies used:
- HRIS
- ADP HRB/WorkforceNow
- OpenSSL
- OpenPGP
- SOAP/REST
- OAuth/OpenID
- PHP
Connection Services Specialist
ADP
Worked with team members to answer questions regarding the ADP HR/Benefits Solution and ADP Payroll products, Microsoft products, and other related software packages for the National HR & Benefit Services client base. Maintained data file delivery (formats such as XML, JSON, ANSI 834 4010/5010, CSV, Tab Delimited) between ADP HR/Benefits and benefit providers, to ensure accurate employee level benefit plan enrollment. Developed and maintained effective ADP/client communications and ensured client satisfaction and improvement in client retention. Effectively troubleshot, replicated, and developed workarounds for client issues. Assisted in training or recommending new procedures and/or training. Implements and troubleshot HRB Extend API when clients require alternative data transfer methods. Utilized OpenSSL to confirm Certificate and/or Certificate Signing Request correct format and encryption level. Utilized extensive knowledge of WSDL files, and XML data transferred through the HRB Extend API. Provided extensive training for Web Services support team members and assisted team members with service cases. Actively kept a log of current documentation for client support. This included troubleshooting tips, possible error resolution, and general FAQ's regarding API capabilities.
Technologies used:
- HRIS
- ADP HRB/WorkforceNow
- OpenSSL
- OpenPGP
- SOAP/REST
- OAuth/OpenID
- PHP
HRIS Support Specialist
ADP
Served as a consultant in servicing ADP's HR & Benefits products/technologies. Used breadth of expertise to support ADP's clients Solve client problems; taking a broad perspective to identify solutions. Worked with direction to resolve issues and provide solutions. Developed and maintained a deep understanding of ADP's products and services to provide solutions to clients' issues and questions, exceeded clients' expectations and ensured that clients understood the value of ADP's products. Provided recommendations to ADP leadership around potential best practices and training on ADP solutions, based on client input or experience.
Technologies used:
- HRIS
- ADP HRB/WorkforceNow
- OpenSSL
- OpenPGP
- SOAP/REST
- OAuth/OpenID
- PHP
Import Operations Assistant II
CEVA Logistics
Scanning of import documentation for Nike using Accent Capture software adhering to specified quality standards and accuracy; index documents to a web based database for the customer to review; utilize an AS/400 system to update final review dates and to make general queries regarding shipments, routine maintenance of Kodak 3500 Scanner, sales and marketing presentations regarding product capabilities. Having written the scanning system manual and as the sole scanning operator, kept up to date with ISO procedures and maintain the instructional manual when changes to the system are applied so that in my absence others can easily do the job as well. Occasionally also update the troubleshooting guide as new questions come up from my coworkers. Storage of the newest files is handled within the main office, rotating them out to the warehouse when space becomes limited. While the newest office files are handled by coworkers, it was my responsibility to maintain the warehouse file storage dating back five years.
Technologies used:
- Windows 2000
- MS Excel
- MS Word
- MS Outlook
- AS/400
NCR Corporate Account Lead
Burnham Services Corp
Primary duties included contacting and establishing a working relationship with NCR technicians to more easily facilitate the needs of the customer. Daily tasks strongly depended on customer needs, and coordinating the work crew to meet that need. Shipping and receiving using the AS/400 program and Microsoft software including Word, Excel, and Access. Forklift operation, palletizing boxes, loading trailers, on-call/after hours paging service for technicians.
Technologies used:
- Windows 98
- MS Excel
- MS Word
- MS Outlook
- AS/400
Logistics Associate
NCR Corporation
Shipping and receiving using various computer programs including Microsoft Win95, Excel, and Access; HAZMAT Training; EH&S Training; Forklift operations inventory control; auditing stock; MSDS reports and training; palletizing boxes; loading trailers; using foam-in-place chemical equipment.
Technologies used:
- Windows 95
- MS Excel
- MS Word
- MS Outlook
- AS/400
Projects
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.
Technologies used:
- CentOS
- Apache/Nginx
- PHP
- Joomla
- MySql
- HTML/CSS
- Visual Studio Code
- REST API
- Postman
- Github Repo
Medical Group Website
Developed and currently maintain website for a clinic in Southern Oregon utilizing the CodeIgniter framework, with Bootstrap for a responsive user experience.
Technologies used:
- CentOS
- Apache/Nginx
- PHP
- CodeIgniter
- MySql
- HTML/CSS
- Visual Studio Code
- Github Repo
Family Blogs
Developed and maintained themes and plugins for our family's self-hosted Wordpress blogs
Technologies used:
- CentOS
- Apache/Nginx
- PHP
- WordPress
- MySql
- HTML/CSS
- Visual Studio Code
- Github Repo
Self-Learning CNC Routing
Currently learning about 3D modeling and CNC routing with a tabletop CNC router and Fusion360 software
Technologies used:
- Genmitsu CNC 3018-PRO Router
- Autodesk Fusion 360
- Gimp
- Carbide Create
- Inkscape
Skills & Tools
Frontend
-
HTML
-
CSS
-
JavaScript
-
JQuery
Backend
-
PHP
-
MySql/MariaDB
-
REST/SOAP
Others
- Joomla
- WordPress
- Blogger
- Git
- CodeIgniter
- Phalcon
- Laravel
- Symfony
- CakePHP
Certifications
Education
-
BA, Management Information SystemsWashington State University2011 - 2015
-
AA, Computer Information SciencesITT Technical Institute2001 - 2003
Interests
- Web Programming
- Gaming
- Cycling
- Hiking
- Snowboarding
- Cooking
- Travel