Erik Johnson Email & Phone Number

Boulder, Co

• Quickly resolve customer's technical issues through diligent research, reproduction, and troubleshooting while utilizing strong customer service and communication skills• Work directly with staff in Quality Assurance, Development, Sales and Marketing to resolve customer issues, or provide answers to client questions about Windward products and services• Interpret what customers say into what they mean• Manage expectations of both technical and business constituents with respect to Windward products and services• Write useful and targeted technical content to be published in the knowledge base• Create images and diagrams to accompany technical content• Provide clear and constructive product feedback to Windward Product Management teams based on customer use-cases and requirements.• Host live and recorded training events for new and existing customers.

Boulder, Co

• Work with clients to gather business, marketing, and technical requirements to design and develop their website.• Main point of contact for clients during their website building phase. Kept the clients informed of the progress, and answered questions regarding their website build. Ensure overall quality of the website.• Built, and designed websites using HTML5, CSS3, PHP, jQuery, and WordPress. Built accompanying MySQL database.• Continued contact with clients to make sure they are happy with their website, and to address any post-production questions.

Westminster, Co

• Supported multiple company offices, trouble shooting users’ Access and SQL technical issues.• Updated, and corrected locked SQL records based on the users’ needs.• Wrote SQL queries extracting information needed by account management.• Set up, and updated users’ permissions• Taught the introductory course on the use of the application, and assisted new employees during their transition from training to production use.• Analyzed data to determine source of users’ issues. Worked with users to duplicate bugs. Defined application issues to the Development team.

Westminster, Co

• Analyzed clients’ system & helped them understand how they can better utilize the EDI package.Researched setup issues, implemented new EDI relationships, and resolved network issues.• Taught classes to educate sites on the EDI package including daily maintenance, invoice processing and custom interface usage.• Installed the EDI package and related interfaces on clients’ sites. First point of contact for install & migration questions & action items.

Boulder, Co

• Assisted callers with computer, telephone and account issues including troubleshooting network, application, Windows and Internet browsers problems.• Promoted to Escalation Focal which reviewed other agents ongoing resolution path to ensure that correct troubleshooting processes are used.• Also promoted to Executive Care Agent whose responsibilities included assisting with the complete resolution of executives' issues within 24 hours .

Computer Programming Languages

Website Design

Bachelor'S Degree, Mis