Jared Otten Email & Phone Number

Remote

San Diego, Ca

• Responded to client queries and issues reported via telephone, e-mail or Kyriba’s client portal. • Investigated, replicated, and understood issues to provide clearly detailed solutions to clients in a time-sensitive environment. • Developed and broadened investigation techniques, product and domain knowledge to provide clear and concise resolutions to complex client inquiries. • Detailed impact, investigations, and findings prior to escalating potential defects to the product teams. • Monitored Kyriba’s platforms, to ensure that proactive measures are taken to guarantee clients’ mission critical processes are completed without interruption or delays. • Used strong soft skills to respond rapidly to customer questions and provide a world class experience.• Identified opportunities for process improvements that positively impact the customer's experience.

Colorado Springs, Colorado

• Provided technical and functional support to enterprise customers for Oracle’s EBS: Project Accounting software. • Acted as a process/technical point of contact for Project Costing, Foundation, and Billing. • Networked across competencies with management and senior resources to gain visibility within the organization.• Managed all severity and escalated issues within guidelines; accountable in representing customer expectations and engaging proper internal resources.• Consulted with management in directing resolution of critical customer situations, including alerts to management on potential escalations.• Engaged with development as appropriate to review customer bug priorities and execute activities to minimize duplicate and false bugs passed to development.• Created/modified/reviewed knowledge content to include problem solution articles.

Greater Salt Lake City Area

• Responded promptly to customer inquiries via email, telephone, chat, or Customer Service Portal.• Diagnosed, troubleshot and resolved software, application, hardware, data transport, and network issues related to service and product offerings.• Managed multiple customer cases simultaneously, ensuring all case-related information and activities were accurately documented, and provided timely progress updates to customers and account managers to maintain service level agreements.• Assumed full-responsibility of escalated critical customer and alliance partner cases, and brought them to resolution. • Made business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery in the event of a disaster.• Worked with senior management, channel managers, development and product management teams on technical escalations and product design.• Assisted customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time.• Created knowledge base articles used internally and externally by technical and non-technical customers.• Configured various server and workstation Operating Systems (Windows, Linux, IBMi, UNIX) and software applications (Exchange, MS SQL, SharePoint, Oracle) in test environments to reproduce customer situations and issues.

Irving, Tx

• Actively engaged in resolving issues with Exchange Online from Fortune 500 companies to small and medium businesses.• Responsible for building, developing and maintaining highly collaborative and effective working relationships with the Microsoft Exchange product developers, and other operational partners to facilitate proactive planning, smooth communication, and issue resolution.• Collaborated with Exchange product development teams and project managers to resolve product bugs for future server build deployments.

Irving, Tx

• Analyzed, diagnosed, and resolved complex Exchange and Active Directory issues in large scale mixed environments running Exchange Server 2003, 2007 and 2010. • Managed critical situations that involved challenging technical issues and diverse audiences. • Advised customers with various issues ranging from mailbox provisioning to group policy configuration.• Fostered positive customer relationships and built customer loyalty with Microsoft, while effectively managing challenging situations.• Collaborated with peers in other Microsoft technology teams such as Outlook, Windows Platforms, and Directory Services to resolve customer issues in a timely manner.• Assisted customers remotely with Exchange PowerShell administration for Exchange Server and Office 365 Exchange Online.• Acted as a technical focal point in cooperative relationships with other companies.

Austin, Tx

• Designed a demonstration portal for IBM's Smarter Cities software solutions.• Researched and designed various methods for demonstration portal design.• Programmed front-end software demonstration portal in HTML/CSS.• Collaborated with international teammates on weekly basis to work on project until completion.• Demonstrated Smarter Cities solutions to the Chief Technology Officer of Austin, TX.

Dallas, Tx

• Initiated contact with customers, checked in product for repairs, and ran basic diagnostics to determine product needs and service solutions.• Provided advanced troubleshooting with laptops, desktops, monitors, digital cameras, home theatre equipment, TVs, Android/iPhone/Blackberry mobile phones, and other various electronics. • Advised customers’ end-to-end technology needs from problem to solution.• Performed advanced repairs including hardware and software issues for customer PCs and Macs.• Assisted and responded to customers’ inquiries via phone and e-mail.• Secondary duties included customer service returns and exchanges.

Bachelor Of Science (B.Sc.), Computer Science

Activities and Societies: Theta Tau Professional Engineering Fraternity, ACM - SMU Chapter, Spectrum, Association of Prospective.

Associate Of Arts (A.A.), Liberal Arts