John Anderson Email & Phone Number

Roseville, CA, US

Remote Alpharetta, Georgia, United States

Rocklin, California, United States

• Respond to new requests and resolve mortgage loan setup questions along with technical issues related to the Encompass for Bankers software Loan program system within established SLA by providing remote support.
• Thoroughly document & update all tickets with current status and progress while maintaining contact with affected users until issue is resolved.
• Develop and maintain internal knowledge base to reduce ticket active status allowing the team to resolve user issues more quickly and effectively.

Roseville, CA

- Provide technical support and end user training for all public and private market clients on Certent’s Equity Management Software.- Worked directly with company's Stock Plan Administrators to troubleshoot setup issues, user errors and provide necessary training.- Document all communication related to support inquiries and issues using NetSuite CRM tool..

Folsom, CA

• Provided Tier 2 support, triage technical problems and answer support questions for One Inc. SaaS products and log all communications and essential information into the ticketing system. Conduct testing, review, and.
• Provided detailed comments/work notes and update all tickets regularly following incident management procedures and escalating to appropriate personnel when needed all while following current SLA guidelines.
• Provide training to all new Digital Payments customers as part of the on boarding process along with follow up training for existing customers around the use of new features and functionality.
• Act as technical point of contact between the business and 3rd party vendors for IT services.
• Conduct testing, review, and analysis of reported issue(s)
• Execute new product release management on a monthly basis, help facilitate fix requests to meet customer needs, testing of new system enhancements, review and disseminate release notes to customers.

Folsom, CA

• Provide comprehensive technical support services to support customers
• Identify early symptoms, patterns and solutions for upcoming technology challenges.
• Deals effectively with stressful situations focusing on the best outcome for the Client
• Provide training to clients on how to use the application.
• Complete special projects and other duties as assigned

Sacramento, California Area

• Lead team of remote support team members.
• Created an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Provided the team with a vision of the project objectives, Motivated and inspired team members, Coached and helped develop team members.

Sacramento, California Area

• Provide first application level phone/email support to customers on the Active Network. Analyze problems, answer questions and provide training about the software. Identify, test, and identify workarounds for bugs.
• Configure, install, update desktops, laptops, peripherals based on client service requests or otherwise assigned. Perform desktop application installations, upgrades, and support & maintenance.
• Supported local and remote staff throughout the US.