John Eustacio Email & Phone Number

Kirkland, WA, US

Bellevue, WA, US

Bellevue, WA, US

• Drive targeted coaching sessions covering Core Application, Premium Application (including Control Center), and SSO/SAML. These sessions help customers reach optimal product utilization, learn & understand best.
• Empower customers to optimize application benefits through training on new capabilities and existing features, fostering their product knowledge and self-sufficiency
• Periodically delivering solution building and troubleshooting support in Pro Desk sessions
• Assist in training Pro Desk agents to proficiently deliver sessions on SAML/SSO and Control Center
• Work closely with the Developers Pod to enrich Pro Desk's service offerings by incorporating Data Table and the Live Data Connector as a session type. Direct and develop the processes for the rollout of both premium.
• Create and oversee a comprehensive library of solutions and formulas for the Pro Desk Team to effectively address common customer inquiries

Bellevue, WA, US

• Engage with customers from Small, Medium, and Enterprise-level companies via phone and email while consistently maintaining above 80% First Contact Resolution (FCR) month over month on support cases
• Maintain up-to-date knowledge of internal tools and processes to ensure customer questions and concerns are answered in an efficient and timely manner which resulted in more than 100 positive customer feedback surveys.
• Report new discoveries of internal bugs to the Development Team along with customer feedback via Enhancement Requests to provide pertinent data regarding the customer wants and needs
• Triage customer inquiries per technical issue and request type by either communicating between the Support and Escalation Team and/or the Sales and Finance Team
• Act as an available resource for new hires to help them navigate and resolve customer inquiries though established chats (Slack and Google)

Mountlake Terrace, Washington, US

• Increased knowledge transfer to users and increased Service Desk efficiency by utilizing incoming data and created or modified more than 50 knowledge base articles via ServiceNow.
• Consistently demonstrated professional customer service and communicating effectively with both technical and nontechnical users ensuring resolution to meeting customer satisfaction goals.
• Proven service desk analyst working on access-related issues, VPN troubleshooting, computer and network connection troubleshooting while supporting more than 20 different applications and triaging tier 1, 2, and 3.
• Maintained HIPAA compliance and prevented violations of PPI by monitoring ProofPoint Encryption and administering key management to ensure unintended recipients were prevented from reading personal private information.

Wilsonville, Oregon, US

• Provided compassionate and high-quality care to a set of 10-12 patients residing in long-term care facilities
• Charted and performed Activities of Daily Living (ADLS) with patients such as meal preparation, housekeeping, personal hygiene assistance, and transportation
• Actively listened to all concerns and questions to ensure patient satisfaction both mentally and physically

New Castle, Delaware, US

• Constructed plan to install and troubleshoot Comcast services for 100 + individual households monthly, expanding Comcast services by 700+ total customers across the greater Seattle area
• Provided excellent customer service and informational knowledge to customers with 3.5 weeks of Comcast training to prevent customer call back/confusion
• Installed a new drop from the telephone poles/tap conductor to a minimum of 25 houses monthly
• Drilled in new outlets to connect internet, phone service, and cable service into one convenient system for customer’s personal preferences to ensure high customer satisfaction
• Maintained all tools and equipment used during the installation process to prevent a work stoppage
• Analyzed and modified cable system network for uninterrupted services

Information Technology

Cna Certification, Registered Nursing/Registered Nurse

High School Diploma