Experience

Brightidea
• United States
• Software Development
• 1 - 100 Employee
• Technical Support Engineer

  • Mar 2021 - Present


Ceridian

• United States
• Software Development
• 700 & Above Employee

• Application Specialist

  • Jul 2019 - Mar 2021

  • Assist customers with questions, both technical and use based, on cloud-based SaaS system for Work Force Management, Payroll Processing, Benefits Administration and Management • SQL Scripting and Query writing • In depth research and resolution of issues relating to Security Certificates, System Configurations, and Expressions used in Benefit and Payroll related calculations • Research and confirm system bugs and enhancement requests • Review and Troubleshoot XML generated forms and workflows • Customer point of contact for communications on system incidents and updates



Granicus

• United States
• Software Development
• 700 & Above Employee

• Technical Support Engineer

  • Sep 2019 - Feb 2020

  Same as Below Same as Below

• Technical Support Engineer

  • Feb 2017 - Jul 2019

  • Tier 2 escalation point for complex, technical, and/or critical customer support issues• Research and confirm system bugs and enhancement requests• Experience with SQL, Unix Commands, BASH, APIs• Worked with Jira ticket system, Confluence Documentation system, as well as some configuration of Jira Service Desk and Service Desk Reporting• Conduct training and coaching, both of new staff and on-going for existing staff • Participate in 24/7 on-call rotation• Experience with SaaS, DNS Records, HTML, Drupal, WordPress, Email, and SMS messaging systems

• Lead Client Support Specialist

  • Jan 2013 - Feb 2017

  • Assist customers with questions, both technical and use based, on cloud based SaaS systems for digital communication between government agencies and citizens• Manage day-to-day operations of Customer Support team consisting of seven team members• Oversee customer support of multiple SaaS products consisting of digital communication tools, open data web portals, and collaboration tools between government agencies and the public• Escalation point for complex, technical, and/or critical customer support issues• Research and confirm system bugs and enhancement requests• Manage communications, internally and externally, on service events• Administer Zendesk ticket management system• Provide regular reporting on Support staff performance and metrics to upper management• Conduct training and coaching, both of new staff and on-going for existing staff • Work closely with Engineering, Quality Assurance, Product Management, and Development teams to streamline and constantly improve process for finding, testing, confirming and reporting system bug and enhancement requests• Experience with SaaS, DNS Records, HTML, Drupal, WordPress, Email, and SMS messaging systems



Minnesota Senate

• United States
• Government Administration
• 100 - 200 Employee

• Legislative Assistant to Senator Al DeKruif

  • Jan 2011 - Jan 2013

  • Communicated with constituents through letters, phone calls, e-mails, press releases and constituent newsletters • Represented senator’s office to community groups, agencies, and grass roots organizations, organized and attended meetings and community events • Assisted with crafting and research of legislation and legislative priorities • Managed office operations, coordinating appointments and maintaining the Senator’s calendar and directly supervised office interns with projects, activities and assignments



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Inside Sales Representative

  • 2008 - 2010

  • Outbound telephone sales of print publications, newsletters and software applications for legal professionals in the corporate market • Re-established a relationship with several dormant accounts, many becoming top spending accounts • Developed strong knowledge of products and services to help clients through consultative selling based on client’s business and needs • Established relationships with strong customer service skills, attention to detail, communication skills, rapport building and determined follow up



ID Wholesaler

• United States
• Retail
• 1 - 100 Employee

• Inside Sales Representative

  • 2005 - 2008

  • Developed new accounts in business, education, and government markets in the design, application and sale of photo identification systems and software • Consistently top rep in sales each month • Averaged over $1.5 million in sales per year • Developed new accounts in business, education, and government markets in the design, application and sale of photo identification systems and software • Consistently top rep in sales each month • Averaged over $1.5 million in sales per year



Applied CIM Technologies

• United States
• Industrial Machinery Manufacturing
• 1 - 100 Employee

• Sales Engineer

  • 1999 - 2005

  • Outside sales of inventory management software throughout the U.S. and Canada • Directed presentations to end user customers, assisted and managed accounts with network of distributors • Leader in sales by consistently increasing existing customer business and development of new accounts • Led training both onsite at customer locations as well as in classroom setting • Created all training materials and lesson plans • Assisted customers with technical support, database creation, data manipulation and report design • Participated in new feature design and functionality testing



GE CAPITAL INFORMATION TECHNOLOGY SOLUTIONS

• United States

• Integration Technician

  • 1998 - 1999

  • Configured both server and client PCs to customer specifications • Worked with hardware and software configurations in both network and stand alone systems • Coordinated with sales staff on correct configuration and setup of client systems • Configured both server and client PCs to customer specifications • Worked with hardware and software configurations in both network and stand alone systems • Coordinated with sales staff on correct configuration and setup of client systems



PC Rx, INC

• United States

• Technical Supervisor

  • 1996 - 1998

  • Oversaw day-to-day technical department staff of PC manufacturing and repair firm • Managed onsite installation and training for customers • Oversaw day-to-day technical department staff of PC manufacturing and repair firm • Managed onsite installation and training for customers