Nathan Kohen Email & Phone Number

San Diego, Ca, Us

San Diego, Ca

• Providing lay and professional rescuer courses to individuals and businesses.• Running day-to-day operations: appointment setting, billing/invoicing, maintaining inventory, advertising, legalities (insurance, licensure), maintaining current AHA Instructor certification, and maintenance of training materials (manikins, trainer AEDs, etc).

Atlanta, Georgia, United States

-Acquired by StackSports in Aug 2019 but continued with same accounts - state offices and NGBs - as maintained with Dicks Sporting Goods. -Furthermore, I was laid off in April 2020 due to COVID-19 company-spanning layoffs, NOT performance related at all.-Technical account management of elite SaaS platforms used by U.S. State and National Governing Bodies for Soccer, Baseball, Softball, Football, Cheer and Dance.-Maintained a complex book of business for 12 US State offices and NGBs for various team sports including Soccer, Football, Baseball, Softball, Cheer and Dance-Becoming the subject matter expert for my orgs' infrastructure, business rules and advocating for their needs-Excellent written and verbal communication; setup regular recurring meetings with orgs incl. creating and using agendas for action items and followup-Extensive use of Zendesk (ticket mgmt, creating custom views, running reports) for support tickets and JIRA for Development tickets.-Used video-conferencing and Google tools such as Webex, Hangouts, JoinMe, and Slack to conduct customer calls as well Internal StandUp meetings-Self-starter and “owns” my customers issues thru to resolution and follow up; sharing useful tips and strategies with internal teams so we can collaborate and identify best practices for all customers-Responsible for creation of training materials and in-person training of state registrars at State/NGB AGMs incl live Powerpoint and demos to groups of up to 150 people at a time. -Responsible for arranging business travel, work within corp travel policies, submit expenses, etc as well.-Frequent use of remote working tools such G-Suite, Slack, softphones, VPN-Create and track onboarding projects as well as documentation and organization of all open items, status and owner.-Learning new job skills and taking on new job duties and tasks as needed, meeting hard deadlines -Showing emotional intelligence with working with customers and co-workers

San Diego, California

-Technical account management of elite SaaS platforms used by U.S. State and National Governing Bodies for Soccer, Baseball, Softball, Football, Cheer and Dance.-Maintained a complex book of business for 12 US State offices and NGBs for various team sports including Soccer, Football, Baseball, Softball, Cheer and Dance-Becoming the subject matter expert for my orgs' infrastructure, business rules and advocating for their needs-Excellent written and verbal communication; setup regular recurring meetings with orgs incl. creating and using agendas for action items and followup-Extensive use of Zendesk (ticket mgmt, creating custom views, running reports) for support tickets and JIRA for Development tickets.-Used video-conferencing and Google tools such as Webex, Hangouts, JoinMe, and Slack to conduct customer calls as well Internal StandUp meetings-Self-starter and “owns” my customers issues thru to resolution and follow up; sharing useful tips and strategies with internal teams so we can collaborate and identify best practices for all customers-Responsible for creation of training materials and in-person training of state registrars at State/NGB AGMs incl live Powerpoint and demos to groups of up to 150 people at a time. -Responsible for arranging business travel, work within corp travel policies, submit expenses, etc as well.-Frequent use of remote working tools such G-Suite, Slack, softphones, VPN-Create and track onboarding projects as well as documentation and organization of all open items, status and owner.-Learning new job skills and taking on new job duties and tasks as needed, meeting hard deadlines -Showing emotional intelligence with working with customers and co-workers

Burlington, Vermont (Remote Workplace)

• Support Desk Manager responsible for receiving and supporting all requests from a user base of 5000+ users.• Responding to customer support requests via email, portal, phone, and video conferencing tools.• Providing ongoing technical training to all customers in the United States (West + East coast), and Australia with any needs related to US Ski & Snowboard Assn's SaaS platform, current features/tools, and 3 mobile apps on a 24/7/365 basis.• Maintaining SLA response times for Tier 1, 2, and 3 requests and running weekly and monthly audit reports to identify any areas for improvement for better/faster resolution.• Testing all new products from Dev as well as validation and funk testing for all resolved issues.• Creation of self-help tools such as user forum, solutions page, and user knowledgebase.Technical Skills:Freshdesk: Support ticketing systemArecibo: All automated errors are investigated with delegation to Dev.HAProxy: All servers and zope instances. Used to identify system failures and server up/down time.Sprintly: Dev tix are triaged/reworded and tracked/prioritized here. SalesForce, Highrise, and Base: Delegation of all info/demo requests to the appropriate sales CRM.Intercom: Responsible for setup and ongoing use, including creation of page-specific popup help msgs (50+) for users of one of our apps or websites. Creation of templates for mass msgs to all users during down times using simple HTML code to personalize all outgoing msgs to each user and site.Google Apps Admin: To create and/or modify any corp email, distribution group or to control access to Google Drive for corp users.In-depth use of remote work tools: Dropbox, GitHub, Google Drive, Google Hangout, Slack, GoToMeeting, etc.Ability to read through error logs, compiling errors, and programming code, objectives, methods, and logical arguments for Java, Python, Ruby, C, and Objective-CExcellent verbal and written communication skillsStrong analytical and organizational skills

Provided First Aid, CPR AED, and BLS certification classes and skills testing sessions for clients on behalf of the American Heart Association as a directly employed BLS/TCF instructor.

Greater San Diego Area

Job Responsibilities:Ensured proper QA policy and testing coverage was applied to assigned projects and tasks.Collaborated with Lead developers to build out QA test plans and test cases.Participated in the software delivery process by reviewing functional and design specifications, developed and reviewed test cases, coordinated efforts and communication with the developers and other team members to ensure resolution of defects, and managed/triaged defects in the JIRA bug tracking system∙Consulted with various cross department team members to review and troubleshoot production issues.∙Ensured that products met or exceed the quality standards by applying knowledge of quality assurance standards and procedures∙Executed end-to-end testing on all systems and cross team collaborationCreated Selenium IDE scripts from customer script requirements.Act as an escalation point for customer script migration guidance and assistance.Technical Skills:Open Source test tools including scripting and off-the-shelf automated tools like Selenium JIRA Defect Tracking SoftwareAgile software development framework and Scrum methodologyUnderstanding of the entire Quality Assurance process, including defect submission standards, test case and test plan documentation∙Strong technical and analytical skills related to software Quality Assurance∙In-depth experience with Selenium scripting and Selenium IDE and Selenium WebDriverStrong understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.Comprehension of Web page design and technologies used (such as HTML, JavaScript, CSS, AJAX, JSON, and XML) as well as Web server and application architecture principles.Ability to read through programming code and objectives, methods, and logical arguments written in Java, Python, Ruby, C++, and Objective-CExcellent verbal and written communication skills∙Strong analytical and organizational skills∙

RESPONSIBILITIES: • Provided technical support answering the Help Desk phone line for all incoming service requests in support of a plone-based online EMR product with exchange support across a multi-tenant environment.• Triaged and troubleshot moderate to complex end user problems; included use of remote diagnostic tools such as LogMeIn for resolving technical, exchange server, wireless connection, networking, faxing, and printer issues, etc. • Active Directory and Server 2003 experience for creating and disabling users, mailbox creation, fax number assignments, and password lockouts.• Validated and escalated urgent requests to Network Admin, Developers, or other engineers for further investigation and resolution.• Entered tickets into ticket management database, Sysaid 7.0, for all incoming service requests and assisted with requests from users via email, phone, web, and walk-ups as well as assisting other Help Desk technicians. • Created and maintained working documents including support desk operations manual, testing procedures, how-to solutions, known errors, etc. contributing to a working internal support knowledge-base from more than 14,000 email and phone requests.• Utilization of apps such as Selenium or custom scripts to automate repetitive tasks and for daily testing. • Followed through on all calls and issues until resolved, adhered to Service Level Agreement timelines and requirements, maintained files and records for auditing purposes, and ran monthly management reports on Support Desk activity and efficiency. • After hours “on call” 7/24 support on an every other week rotational basis.

San Diego, Ca

• Assisted the CEO with general office duties including calling potential clients, setting appointments, answering phone calls in addition to emailing, faxing, and interaction with vendors as needed.• Evaluating, interviewing, and administering technical aptitude tests to all potential employment candidates including: Help Desk Support, Network Administrators/Engineers and Business Development Manager positions.• Overseeing the creation and deployment of new marketing materials based on Excedeo's current web design including postcards, trifold brochures, company business cards and stationary, and weekly phone calls with the designer.• Occasional "jumping in" on support duties such as answering the help desk support phone calls to resolve customer issues, including scheduled Onsite visits to multiple clients to resolve on-going issues.• Implementation of ConnectWise (CW) application across entire scope of business practices including but not limited to: • • Configuration of Active Directory with Connectwise to allow creation of service tickets with correctly identified client and company information• • Recreating all existing client/company agreements and contracts within ConnectWise's parameters• • Creation of both recurring and time & materials billing for each client/company with the ability to export data to QuickBooks for easier monthly billing• • Configuration of automatic error reporting and logging with existing vendors and hardware• • Setup and creation of a customer portal for more efficient reporting of IT issues to Excedeo's support staff

RESPONSIBILITIES:-Emergency care and transportation of the sick and injured-Emergency airway skills-Emergency basic life support (BLS) including CPR and use of an AED-Emergency trauma and first aid skills-Certified CPR and First Aid Instructor since 2003-Member of CHET (Children's Hosp Emergency Transport Team)CERTIFICATIONS:-Ambulance Driver's certificate-Medical clearance -American Heart Association BLS (basic life support) Instructor-American Heart Association First Aid Instructor-PHTLS (Pre-hosptial trauma life support)-PALS (pediatric advanced life support)

Certification Program, Mobile Application Development

Activities and Societies: Development of native apps (iOS, Android, etc), web-based apps (HTML5, CSS3, JS), as well as hybrid apps that.

Bachelor Of Science, Biology

Hs Diploma, Honors