Iker Maruri Email & Phone Number

Espoo, Fi

Espoo, Fi

Engage directly with Financial Management solution users to design, build, adapt and implement solutions for top tier global accounts. Leverage Agile methodologies. Resolve technical issues and ensure adherence to SLAs and KPI targets. Listen well to understand client workflows. Engage with, deliver presentations to and educate customers while consulting on solutions. Identifyand research technical risks and issues. Collaborate cross-functionally with Implementation, Database, R&D and Sales teams to drive customer success and satisfaction. Analyze client tech stacks and solution design, troubleshoot issues and debug processes by interfacing with customer ERPs and importing data into company software. Use SQL to run queries and create custom reports.

Espoo, Fi

Implementation, develop, and configuration of the Basware product suite from the scoped work and design documentation.Develop/Deliver product training to customers on the configured solution(s).Support the customer through UAT process until Go Live making the necessary changes or suggesting options in case new functionality is needed.Act as the trusted advisor and subject matter expert to the customer.Support other Basware operations such as Support, Customer Success, Product Management, and more.

Espoo, Fi

2nd Level support for Customers via phone and ticket system to resolve issues, adhering to company SLA and hitting KPI goals.Debug processes interfacing with the customer ERP to import data to Basware software via XML and SQL code.Point of contact for some of the higher priority cases.Troubleshoot via logs and testing and work across departments as needed in order to get a solution.Create SQL reports when customers request data, as well as submitting SQL queries to DBA in order to run operations for data fixes.

Espoo, Fi

2nd Level support for Customers via phone and ticket system to resolve issues, adhering to company SLA and hitting KPI goals.Debug processes interfacing with the customer ERP to import data to Basware software via anyERP XML code and logs and write a report if needed for escalation.Troubleshoot and write the necessary change reports as needed for implementation team or R&D departments to fix issues or report bugs.Use SQL to create custom reports as needed, and running the necessary queries during troubleshooting to make sure the data and software tables are behaving as expected.Submit queries to database team to fix data for customers as a result of bug.

Charlotte, North Carolina, Us

Manage a team of six employees across the Technical Support and Final Product Test departments, including hiring, training, and problem solving.Assist customers with debugging of SBPL code, application testing and troubleshooting, and product demonstrations.Implement Final Test department procedures to ensure accuracy of orders; tracked orders and inventory in Oracle.Create support documents for knowledge base to provide customers with simple, step-by-step troubleshooting guides.Develop reports for Product Management and Firmware Engineering teams based on product testing and bug finding when assisting customers and serve as liaison to explain what the customer is looking for, as well as to keep the customer informed in the progress of resolution and technical explanations.Assist Sales Team Members with escalated or customer support requests and testing, as well as provide critical accounts more hands on resolution when needed.Handle Escalated ticket support by contacting customers via phone or email to reach a resolution to any problems.Run phone metrics and Online Ticket Request Metrics and create a report for upper Management.Approve Schedules.

Charlotte, North Carolina, Us

• Provide support via phone and ticket system to customers in both English and Spanish. Primarily in a windows environment (Windows XP, Windows 7 and Windows 8). • Provide support via phone and online ticket system (Request Tracker, Salesforce, etc) in our product line to resolve issues and prevent downtime.• Use Citrix Go To Assist remote applications to log into customer’s computers and help bring issues to a satisfactory resolution.• Provide support in an environment with multiple different hardware offerings as well as three different software suites.• Assist customers getting our product setup on their network using different TCP/IP configuration, Wireless, Lan, in order to set up an IP on the device and make sure is communicating over the network.• Assist customers in migrating from old software to newer offerings and get them back up and running.• Help train customers in our different software offerings on the phone or by sharing their screen using an web share option, like Teamviewer or Citrix Go To Assist, and show them how the software works to accomplish what they need.• Perform special testing and projects at the request of the clients while working with them directly, or our sales team in order to find a satisfactory solution for our clients.• Use Oracle to issue service numbers as well as finding required information.• Create support documents for our knowledge base that can then be emailed to customers so they can follow a simple step by step guide to troubleshoot their issue.• Perform supervisor duties when required.• Assist in the hiring and interview of new employees.• Assist with training of new hires.

Charlotte, North Carolina, Us

• Provide phone and remote desktop technical support for our product line as well as three different software packages in a windows environment.• Use GoToAssist to remote into customers’ computers and assist them in installing software, configuring drivers, Ethernet cards, software issues and general communication problems between our product and their computer to get their business up and running again.• Handle high volume of incoming phone calls both in English and Spanish and guide the customers via phone directions to a satisfactory resolution of their issue.• Handle customer issues via email communication.

Assist clients in achieving a satisfactory resolution to their server issues via telephone and emailProvide technical support for Level I-II issues via online helpdesk• Install, configure and maintain services such as Apache, MySQL and other services as needed• Install and configure PHP modules and extensions requested by clients• Advanced knowledge of cPanel/WHM services• Knowledge of Plesk Parallels Panel and VMware• Facility work such as: Make cat5 cables, cross connect, straight through and roll over; build server racks, mounting servers and running the required cables, both power and Ethernet• Configuration of hardware in servers and physical installation of Operating Systems, including CentOS, Windows and FreeBSD.Oversee Offshore support during shift.

• Supervised video-capture department and provided management with analytical data to insure quality control;oversaw daily operations• Researched new ways to improve the operating system and developed/implemented ideas for new technology• Responsible for the supervision of two employees with the department• Provided customer and webmaster service to the general public and business partners by phone and e-mail.• Entrusted to train employees to efficiently run the video capture and editing methods• Helped and provided support for sales team

• Assisted customers with troubleshooting issues regarding their connection in a variety of operating systemsincluding Win95, Win98, WinXP• Helped customers with the set-up of their email address in Outlook and Outlook Express.

Bachelor Of Science (Bs), Computer Science

Certificate, Artificial Intelligence

Data Analytics With Sql Server Certificate, Computer Programming, Specific Applications

Associate'S Degree, Paralegal Technology