Profile

James Shaver

Senior Technical Account Manager
[email protected]
(503) 610-0832
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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 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. Technical skills include Full Stack Development; PHP, MySQL/MariaDB, HTML, CSS, JavaScript, jQuery, REST/SOAP API Development & Consumption.

Work Experience

DocuSign
Senior Technical Account Manager (Sr. TAM)

DocuSign

March 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.

Technologies used:

  • DocuSign
  • Salesforce
  • KazMon
  • Postman/Insomnia
  • Atlassian Jira
  • HTML/CSS/SASS
  • PHP
TalentNet
Customer Success Engineer

TalentNet

April 2021 - March 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.

Technologies used:

  • TalentNet
  • Custify
  • PHP
  • MySql/MariaDB
  • Kibana
  • HTML/CSS/SASS
  • Postman/Insomnia
TalentNet
Client Technical Support Engineer

Fiserv

May 2017 - March 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.

Technologies used:

  • DadePay
  • WebCapture
  • FRMS
  • SCS/SCO
Nuscale
HRIS Consultant

Nuscale Power

Oct 2016 - May 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.

Technologies used:

  • HRIS
  • WorkForceReady
  • Benefits Administration
  • Visual Basic
  • JavaScript
  • Technical Support
BBSI
Application Support

BBSI

Nov 2015 - Feb 2016
  • User Support: Provided first-line technical support for BBSI branch users, ensuring efficient problem resolution.
  • Platform Expertise: Supported various platforms, including HRPyramid, HRPyramid Web Edition, Bullhorn, Salesforce, and SpringCM.
  • Application Development: Assisted in developing and testing future applications to improve workflows and client outcomes.
  • IT Collaboration: Worked proactively with the IT Help Desk to address and resolve customer (branch user) issues promptly.
  • System Optimization: Identified system options to enhance client results in payroll, timekeeping, and HRIS systems.

Technologies used:

  • HRIS
  • Payroll
  • HRPyramid
  • Bullhorn
  • SpringCM
  • Technical Support
ADP
Senior Connections Support Specialist

ADP

October 2013 - August 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.

Technologies used:

  • HRIS
  • ADP HRB/WorkforceNow
  • OpenSSL
  • OpenPGP
  • SOAP/REST
  • OAuth/OpenID
  • PHP
ADP
Technical Solutions Consultant

ADP

February 2012 - October 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.

Technologies used:

  • HRIS
  • ADP HRB/WorkforceNow
  • OpenSSL
  • OpenPGP
  • SOAP/REST
  • OAuth/OpenID
  • PHP
ADP
Connection Services Specialist

ADP

May 2008 - February 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.

Technologies used:

  • HRIS
  • ADP HRB/WorkforceNow
  • OpenSSL
  • OpenPGP
  • SOAP/REST
  • OAuth/OpenID
  • PHP
ADP
HRIS Support Specialist

ADP

April 2007 - May 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.

Technologies used:

  • HRIS
  • ADP HRB/WorkforceNow
  • OpenSSL
  • OpenPGP
  • SOAP/REST
  • OAuth/OpenID
  • PHP
Ceva
Import Operations Assistant II

CEVA Logistics

2000 - 2007
  • 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.

Technologies used:

  • Windows 2000
  • MS Excel
  • MS Word
  • MS Outlook
  • AS/400
Burnham
NCR Corporate Account Lead

Burnham Services Corp

1998 - 2000
  • 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.

Technologies used:

  • Windows 98
  • MS Excel
  • MS Word
  • MS Outlook
  • AS/400
NCR
Logistics Associate

NCR Corporation

1996 - 1998
  • 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.

Technologies used:

  • Windows 95
  • MS Excel
  • MS Word
  • MS Outlook
  • AS/400

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.

Technologies used:

  • JavaScript
  • Hono
  • NPM
  • Cloudflare
  • Wrangler
  • Github Repo
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).

Technologies used:

  • Cloudflare
  • Wrangler
  • TypeScript
  • Github Repo
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
  • Node/NPM
  • CodeIgniter
  • Phalcon
  • Laravel
  • Symfony
  • CakePHP

Certifications

DocuSign eSignature API SpecialistDocuSign Organization Management SpecialistDocuSign eSignature Administration SpecialistDocuSign eSignature Template Specialist

Education

  • BA, Management Information Systems
    Washington State University
    2011 - 2015
  • AA, Computer Information Sciences
    ITT Technical Institute
    2001 - 2003

Interests

  • Web Programming
  • Gaming
  • Cycling
  • Hiking
  • Snowboarding
  • Cooking
  • Travel