John Lance Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Co, Us

Irvine, California, United States

Same things as before, but more/bigger projects :)

Irvine, California, United States

• Customer support escalation triage and troubleshooting• Creating Jira tickets and working with Engineering to validate and test solution deployment• Managing escalated Salesforce cases and identifying escalation trends• Interfacing with third-party payment processors to troubleshoot reimbursement delivery• Maintaining documentation & knowledgebases -- building Confluence and Zendesk reference pages to empower Customer Support teams and end users• Inter-team communication -- regularly discuss status of open & recently resolved issues with Engineering, Program, Customer Support leads to ensure goal alignment• Testing new iOS/Android mobile app updates prior to deployment• Brainstorming and validating workarounds for time-sensitive issues• Navigating OKTA databases and SAP to obtain information for testing• Using Datadog and Tableau to visualize data

Greater San Diego Area

Provided technical support and training for Chirotouch, Future Health Smartcloud, and VOS SmartServer software. Worked primarily in Salesforce and Jira to create, escalate, and resolve client issue tickets. Assisted clients in maintaining Meaningful Use compliance with the Medicare EHR program. Walked chiropractors through the process of converting from ICD-9 to ICD-10 coding.

Santa Clarita, Ca

I corresponded directly with European travel agencies and upscale American hotels to ensure smooth vacations for European clients. The position required strict attention to detail and the ability to work under pressure, making changes quickly when required. Beginning in March 2014, I oversaw a proofreading project as the documentation department converted to a new guidebook system, ensuring that spelling and grammar were correct. Additionally, I manually checked the hotel directions and configured them to function under the updated bidirectional modular system.

Greater San Diego Area

I transitioned from the Technical Assistance Center in Dayton, OH to a remote office in San Diego, CA. Based primarily in Southern California, I flew to dealerships across the country to install upgrades and train dealership personnel. Directly responsible for training on installs valued from $50,000 to $500,000, I worked quickly to complete the necessary training in the short timeframe provided, often working at night or during the weekend to meet deadlines. This position required me to overcome objections from dealership personnel who had used a now-obsolete system for decades, as well as handle frustrated and emotional employees in person. When required, I escalated issues to development and submitted Product Modification Requests to have changes made to future versions of software.

Dayton Area, Ohio

Provided Technical Support for over 100 auto dealerships during initial docuPAD system migration. Remotely updated menu prices and options at Directors' requests and adjusted programming where necessary. As hundreds of new dealerships purchased the product, I provided lead support in upgrading the finance managers and directors to the new repository server. Additionally, I carried an emergency backline pager 24/7 and returned to the office when required (often late nights and weekends) for critical server maintenance. When servers crashed with no warning, business at hundreds of dealerships halted until I was performed the necessary repairs.

Dayton Area, Ohio

Initially solved frontline support problems and escalated necessary issues, averaging over 50 calls a day before being promoted to backline Tier II support. From that point, I handled call tickets that were written up by Tier I support and analyzed F&I forms that printed incorrectly at customer locations. After establishing that the programming on these forms required change, I remotely accessed the dealership servers and performed the necessary modifications at the form code level. When new hires were brought into the department, I performed training classes to bring them up to speed as quickly as possible. In this position, I was also responsible for pulling the raw data for the entire call center's previous day operations and formatting it using Excel macros to analyze and report useful data.