Marisa Champagne Email & Phone Number

United States

Remote

Mission, Kansas, United States

Assisted customers with the web application through phone and email.Utilized SalesForce to document tickets and bugs/requests.Collaborated with other departments or tiers to quickly resolve customer issues.

Overland Park, Ks

Tier 3 Escalations, Database Admin, Web DeveloperPerformed network diagnostics and troubleshooting; including performance and fault checking.Performed basic level troubleshooting support for the core software product.Provided support for MySQL and MariaDB issues; incl. performance tuning.Restored corrupted databases by using various methods - including binary logs and InnoDB files.Developed PowerShell and Mac bash scripts to facilitate third party integrations.Maintained, fixed and updated company-specific Magento extensions.Performed maintenance for Magento sites; incl. updating, improving security and making enhancements.Provided general support and troubleshooting for all Magento customers.Performed the installation of all security certificates.Provided an escalated level of support for other technicians.Used the product codebase to diagnose upper-level issues requiring more in-depth research.Provided support for products on the Mac and Windows operating systems.Provided support for EMV chip card readers – primarily network related concerns.Supported receipt (Star) and label (Zebra) printers and handheld scanners.Updated the customer facing software manual.Wrote and built the internal documentation onto the Atlassian platform.As ecommerce Division LeadCoordinated installations of new customer setups.Prior to becoming the lead, performed the installs and provided user training for new customers.Performed new hire training, specifically for the ecommerce integrations.Lead frequent ecommerce meetings with those who were assisting.Communicated with customers on the statuses on their outstanding development tasks and tech issues.Coordinated ticket prioritization for outstanding customer incidents, and development work.

Utilized Remote Desktop connections to further, and more efficiently, resolve customer issues.Utilized Active Directory to verify and research account information.Utilized Norton Ghost to reimage field workstations.Supported a wide array of local applications, web applications and proprietary applications; licensed applications included Windows Server 2003, Windows XP, SQL Server 2008, Internet Explorer, Microsoft Outlook and Adobe Reader.Supported networking issues concerning modems, routers, switches and hubs; including VPN connections using Cisco's VPN client.Interfaced directly with H&R Block clients to field questions about their proprietary Emerald Advance and Emerald Card services, and other questions over the telephone.Was 'promoted' to the Incident Management hotline, which concerned time critical and sensitive issues; included fraud, injury, complaints, among other issues, but not of a technical nature.