Eric Berner Email & Phone Number

Boston, Massachusetts, Us

Boston, Massachusetts, Us

• Deliver consistent, swift, and complete technical service to over 3,000 installations• Perform installations and provide technical support including installation and configuration validation, demos, and training to customers• Maintain technical familiarity with all Videa products to introduce solutions and provide technical expertise• Recommend changes in procedures, design, equipment, or suppliers based on analysis of information received through contact with customers and sales team• Create product monitoring reports and dashboards in Grafana using Postgresql• Designed and Implemented Hubspot Ticketing Queue for Support and For Implementation, complete with workflow automations and reporting• Migrated installation Powershell scripts and review process into GitHub• Designed custom bug tracking board in Jira used by Implementation, Support, Product, and Engineering teams• Trained customer IT team of 30+ Support Reps on Tier 1 support of VideaHealth Product• Report directly to customer leadership teams, including leading weekly status call

San Francisco, California, Us

• Primary technical contact for support and integration questions for B2B Enterprise API products• Supported integrations for SSO (SAML, OIDC, OAuth), DSync (SCIM and HRIS), MFA, and Audit Logs • Provided rapid responses via Slack / Zendesk requiring expert knowledge of product and codebase• Reviewed application logs using Datadog and Bugsnag to resolve issues• Conducted product demos to developers and assisted with implementations • Proactively engaged customers for feedback to guide product development• Improved and maintained documentation and blog articles on Webflow• Maintained and updated SDKs and example applications hosted on Github• Worked cross-functionally in fast-paced development environment

Burlington, Ma, Us

• Provided priority-based technical support on highly complex SaaS configuration for multiple customers across multiple hosting environments: internally-hosted, customer-hosted, hybrid• Promoted to specialized team providing extra support to Aetna/CVS Health• Assisted customers through Salesforce ticketing system and Zoom working sessions• Primary technical contact for customers through complete product fix and delivery lifecycle• Reproduced and submitted defects to Product Engineering team through Jira, working directly with Developers and Product Managers• Created test scenarios in general purpose environments, executed QA automated tests, reviewed log files and error reports, captured and read trace files, assisted with performance issue troubleshooting• Leveraged Oracle SQL queries to identify defects and address data issuesIdentified and reported documentation gaps and created support articles for customer success blog• Properly handled PHI and PII while testing issues in Production environments• Maintained strong product knowledge from internal and customer perspective• Troubleshot issues involving 3rd party product integrations and medical claims specific terminology/coding (ex: EDI)

Tewksbury, Ma, Us

• Provided priority-based technical support to hundreds of customers on 3 deployments of SAAS product (Standalone Enterprise, Salesforce AppExchange Package, Small Business)• Team lead for SQL Server data model issue identification, ad-hoc scripting, SQL-based Jasper reports• Wrote SQL scripts to retrieve report data and resolve data model conflicts• Identified system issues using GrayLog/New Relic and report defects to IT Operations and Development• Supported custom TimeTrade integrations with Microsoft Exchange, Google, Salesforce, Zoom• Troubleshot Enterprise SSO/SAML integrations • Configured Enterprise licenses for customers based on unique business requirements• Maintained documentation and release notes on customer knowledge base• Member of 24/7 on-call rotation to meet customer support SLAs

Tewksbury, Ma, Us

San Francisco, Ca, Us

• Designed, coded, and populated database for managing software components using Microsoft SQL • Worked with upper-level management to research requirements and deliver a client-focused solution• Developed stored procedures and complex views for internal and external reporting needs• Connected to JavaScript and NodeJS front end interface using original stored procedures

Cupertino, California, Us

• Assessed customer needs and provided complete and personalized product solutions• Combined customer focus and deep product knowledge to deliver exceptional customer experience • Worked directly with Apple business customers to assess unique business technology needs

Northbrook, Illinois, Us

Information Science (Informatics)

Bachelors Of Science In Informatics, Informatics