Devon Rollins Email & Phone Number

• Conceptualize, research, enhance, and maintain technical knowledge base articles and links in Confluence about Vertica database • Decipher SQL from complex queries for internal users to easily understand• Lead communication for first-tier support to internal users: answering inbound calls, email inquiries, and Microsoft Teams chat• Prepare and disseminate communications to database users via Microsoft Outlook• Lead cross functional collaboration with subject matter experts to obtain and refine content for the knowledge base library• Foster a “user-friendly” environment to enhance users’ knowledge and confidence with using the database• Generate basic SQL queries to assist end-users

Westlake Village, California

• Integrated up to 15 independent sales offices (partners) with Paysafe systems for generating new business• Lead cross functional communication between the partners and Paysafe, including senior management• Performed background and credit checks on new partners through TransUnion and LexisNexis• Used SalesForce to monitor the progress of new integrations• Lead training calls for partners

• Supported and solved escalated technical credit card terminal issues from level one representatives and merchants• Trained new level one support representatives• Restructured and maintained the company’s knowledge base in Zendesk

• Provided prompt and professional support for inbound merchant calls while providing accurate resolution information• Advised merchants on various company products and services• Addressed merchant complaints and resolved problems in a timely manner• Analyzed and solved issues with credit card terminals and mobile applicationsGenerated comprehensive technical notes for all merchant accounts in Zendesk

• Proficient with creating highly confidential documents to ensure secure correspondence with medical and legal entities• Processed and tracked highly confidential claim information while maintaining accurate records • Ensured accurate distribution of incoming mail • Lead IT repair requests