Develop technical expertise in various Workday technologies, including but not limited to, user interface, authentication, and system performance. • Responsible for collaborating with clients to clarify, verify, and identify technical issues. • Responsible for collaborating with cross-functional teams to: identify and determine solutions and/or workarounds for technical issues. • Implement and drive performance methodologies to resolve performance inefficiencies in different areas including, but not limited to applications, reports, integrations, and custom configurations. • Track and manage customer reported issues via our case management system adhering to best practices. • Drive system and process improvement opportunities to prioritize efforts across the Support, Operations, and Development organizations. • Participate in our global 24/7 support program.

Provide exceptional support for our applications and associated services.Answer phone calls, chat and emails to troubleshoot issues customers face when using DocuSign products, including account access, setting up templates, sending documents, billing, etc.Meet and exceed your service level goals.Achieve ~ 90% or higher on closed case surveys.Achieve 10% or less for call abandonment rate.Utilize support tools and resources necessary to get the job done, including e-mail, chat, telephone and SalesForce.Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.Promote DocuSign products and services to customers and prospective customers by consulting with the customer and evaluating their service and support needs.Uncover sales opportunities and pass them over to Sales Team or close them as appropriate.Deliver informal product training to prospects, customers and fellow employees.

• Greet and interact with building personnel of all levels, in a professional and pleasant demeanor and respond with a sense of urgency to incidents related to loss prevention, safety, and security.• Monitor identification badges for entry/exit to the building for all employees, visitors, vendors, temporary employees, contractors, truck drivers, etc.• Scan building associates, visitors, and vendors using electronic walk-through metal detectors and/or hand-held metal detectors (where applicable)• Perform visual searches of bags, briefcases, and other carry-in items to ensure that no prohibited items enter the building.• Use interpersonal skills and directive behaviors, when needed, to ensure that the security screening procedures are followed by all individuals.• Escalate highly sensitive situations that may result in collaboration with other loss prevention staff and/or local law enforcement, as needed,• Serve as a partner in operational processes and inventory to reduce shrinkage. Initiate and investigate of shrinkage/loss and follow through on resolutions in partnership with the Investigator and/or Asset Protection Manager.• Maintain all site-required documentation related to loss prevention and safety issues (i.e., accident reports, inspection reports, training logs, etc.)• Review camera video footage for investigative or research purposes• Respond to all building alarms and take appropriate action.• Support the building manager/manager-in-charge with opening and closing the building, when necessary• Maintain confidentiality in matters involving security and/or personnel issues in the workplace.• Work weekends and/or overnight shifts as necessary• Performs special projects at the direction of the Asset Protection Manager

Endure SLA adherence and next level customer support to ever-growing complex and high stress environment.Seek out areas where improvement in process and end point education can benefit IT operations.Support AV training, Meeting, and demo rooms as well as the events and customers that utilize them.AV multimedia technologies such as Crestron, Cisco, microphones, and othersVerify user accounts, permissions, and credentials across company resources.Develop and Maintain relationships with various, vendors, employees, and executives to relay IT agenda and adoption policies. Document process for educational, and training purposes.Assist staff of all levels in promoting daily success through best practice training and at the ready communication.Use the Microsoft Office Suite (i.e., Outlook, Excel, Word, Access, etc.) to create tools, reporting, documents, websites, email communications, and other items for both internal and customer facing items.Mac OS support (backup, reimage and deployment) to user of damage operating systems. Provide remote support to end users, remote end users and remote offices, incorporating verbally communication of complex processes and procedure, both with and without remote control technology.Track and analyze Incident & Problems to root cause resolution. Both in information gathering and testing capacities’.Assist Security operations in immediate intervention situation and mitigated end user concerns. In a mixed system environment resolve various issues on both Windows and Mac systems. Also a wide range of mobile devices, iPhone, Android, iPad, and various Android Tablets. Provide next level customer service, building rapport with C level end users.

Provide end user device support during field visits or dispatches, representing SHC IT in a professional and businesslike manner.Perform all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.Perform onsite initial basic network troubleshooting, port activation, and deactivation at SHC locations. Perform onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.Diagnose problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.Determine whether OEM assistance is required and coordinate delivery of OEM vendor parts or labor as required.Provide technical support and setup during special events at SHC locations such as conferences.Maintain contact with desktop and network engineering teams to diagnose and resolve issues and recurring incidents as required.Maintain contact with the SHC Service Desk to provide regular status updates and prompt notice of incident resolution.Environment: ServiceNow, Bomgar remote Access, Citrix, Active-Directory, Mobile-Android, SCCM 2012, HealthStream, Epic, Jabber, Avaya Desktop Agent, Iphone, DUO remote, BigEdge IP VPN, WebEx, Centricity, AirWatch, Box,

Diagnose and repair Desktops, Laptops, Workstation, Laser printers and peripherals at customer sites.Performed outstanding installations, reinstallations, maintenance, and repairs on Customer equipment on a daily basis.Provided break-fix reactive support and installation for high volume and value customer products and proactive support.Proficient in obtaining professional oral, written and telephone communication skills.Gathered relevant information systematically and to solve problems, identify needs, develop and propose solutions.Maintained ongoing relationships with customers, peers and support partners through email.Effectively interact and communicate with people at operation levels.Perform reporting and administrative functions. Manage time effectively.Assisted the customer with basic product familiarization training on device features during routine preventative maintenance or break/fix engagementsInteract with Customer to ensure Customer satisfaction following established procedures, SLA and follow-up process.

Answer and respond to all incoming customer support calls, emails, and web portal support tickets within defined SLALog and track progress of support tickets/incidents from initiation through resolution using our ticket monitoring systemProactive system health monitoring using Solarwinds Orion management toolMaintain the Axolotl Knowledge Base with current product documentation; maintain customer accounts in this portalWrite/Test/Implement procedural documentation for the Customer Support teamCompile and distribute status reportsAct as a Support administrator of the Salesforce ticket systemIdentify and escalate priority issues based on department's defined process and proceduresIdentify trends and suggest improvements in product and processParticipate in cross-functional team meetings and represent Support throughout the product release planning phasesParticipate in special assignments and complete tasks to support Technical Operations, e.g., patch deployments, off-hours systems maintenance .Provide all first-level technical support with Axolotl customersCreate, Update, and Manage application support tickets through the Axolotl Support process work-flowElicit, document, and distribute client feedback on our products and services to interested stakeholders within AxolotlProvide facilitation and/or leadership for communicating end-user Axolotl training eventsDeliver training, documentation and process improvement for the Customer Support teamProvide assistance with testing and quality controlRespond to client requests within specified SLAIdentify opportunities for improvement to our current Support process and procedure

The Technical Support Specialist will perform remote support of payment industry partners and clients in a call center environment.Duties and Responsibilities:• Software installation, configuration and training on POS functionality• Troubleshoot POS, software, payment gateway and various other credit card processing applications.• Troubleshoot payment industry hardware including pin pads, card readers and countertop terminals• Manage incoming support inquiries via phone, email, and web• Process all equipment supply orders as requested and insure all orders are deployed accurately and in a timely manner• Support sales teams by assisting with product decisions and sales call support• Create documentation to assist in the training of teammates• Oversee and complete special projects as assigned• Assist in improving procedures and efficiency• Work efficiently and professionally with other departments and vendors• Strive to promote PPI’s products and services while giving unprecedented levels of customer service.• Maintain a clean working environment.• Additional duties as assigned

Instruct and assign staff to provide technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout the product development and implementation process .o Assign the testing and verification of hardware and support peripherals to staff to ensure that they meet specifications and requirements o Oversee the build, testing, and modification of product prototypes using working models or theoretical models constructed with computer simulation o Assign staff to analyze user needs and recommend appropriate hardware o Direct technicians, engineering designers or other technical support personnel as needed o Confer with engineering staff and consult specifications to evaluate interface between hardware and software and operational and performance requirements of overall system

Provided Level 3 technical and security support for many of Nokia’s most valuable Fortune 500 corporate clients and delivered exceptional results using a solid grasp of firewalls, gateways, gatekeepers, data networks and VoIP protocols and architecture.• Met intense daily security engineering challenges, rapidly responded to numerous customer inquiries from the Technical Assistant Center, and quickly resolved escalated cases using creative troubleshooting and innovative technical support engineering.• Comfortably worked from a remote office, built trust with customers, conducted technical needs assessments, quickly identified security problems, and initiated engineering resolutions.• Handled many of the most difficult escalated security product line trouble tickets, replicated customer environments internal and external engineering and product support teams to resolve customer issues, created engineering solutions, and developed new product support processes.• Exceeded goals across all core technical competencies, produced and authored well-researched content for diverse technical resolutions, prepared and filed engineering problem reports, and filed and managed partner problem reports for ES partner solutions.• Routinely served as a primary technical resource for other Technical Assistance Center Engineers using product support engineering and Help Desk/Technical Support skills. • Environment: VoIP, Checkpoint Firewall, switches/routers, PBX, Vantive, Remedy, SAP

Crucial internal customer advocate and primary Cisco technical expert on multiple new hardware and software product development, application upgrade, and maintenance releases.• Represented some of Cisco’s most important external clients in all phases of product development and worked with cross-functional business units to deliver Cisco and related telecom solutions that exceeded each client’s product support and serviceability requirements.• Fostered teamwork with cross-functional business units and led teams responsible for researching and resolving complex telecom technical issues using product engineering expertise, Cisco technology strengths, and extensive experience supporting advanced VoIP and telecom networks for new and existing customer offices.• Negotiated customer request initiatives with senior internal corporate executives, drove major strategic changes on diverse projects, and exceeded continuous technical support improvement goals across all areas of product development and release.• Met critical product deliverable schedules and provided senior managers on-going progress status updates and project reports.• Manage numerous projects, while working independently and under rigid time constraints.• Environment: Cisco Call Center Manager Administration, MeetingPlace, WebEx, Bugzilla, Business Objects, Cisco Utility Voicemail, Cisco Switch and Router Hardware, TelePresence

Key Technical Support Analyst on a four-member Voice Operations / IT team charged with planning and coordinating maintenance on telecommunication systems serving 12,000 users worldwide.• Maximized 100% usability of global voice and data telecommunication systems and two time winner of PeopleSoft’s prestigious Outstanding Contributor Award.• Interacted closely senior department managers, and internal staff to identify telecom, video conference, and desktop maintenance needs, improve maintenance efficiency and timely respond to planned, scheduled, and emergency maintenance and escalated trouble tickets.• Performed critical impact and root cause analysis on diverse business conferencing maintenance issues; reviewed and analyzed Change Management requests; and prioritized, scheduled, and coordinated modifications, changes, and/or other technical corrective maintenance processes.• Primary Voice Operations Analyst on numerous daily moves, additions, and telecom changes using Siemens Hicom Hipath 5000 and ProCenter voice technologies.• Prepared, updated, and maintained well-documented maintenance records and reports. • Environment: PBX, (Legacy – Avaya, Siemens), Siemens Phonemail, GMS-Video, Cell Phone, HDMS, HiPath Manager, Cisco CallManager and Utility, MeetingPlace, Webex

Provided 24/7 on-call support for mission critical systems across the Western Region and designed and configured PBX, Voicemail, and other complex voice designs handling millions of calls monthly.• Led efforts to reduce the region’s telecom operating costs and designed, build-out, and relocated offices to eliminate system duplications during a period of major corporate growth and expansion. • Supported Sales Group and Call Center routing needs and request infrastructure; ordered 1mbs, T-1, or DS1 phone service for new and existing office locations; and implemented new telecommunications technology to support multiple business units and thousands of employees. • Directed multiple ACD, PBX redesign, and related telephony projects; • Performed on-going service level analysis; directed multiple ACD, PBX redesign, and related telephony projects; and worked with vendors on all RFPs, Teleco Design and Cost Analysis.