Nicholas Beichley Email & Phone Number

Chehalis, Wa, Us

Tacoma, Washington, United States

Tacoma, Washington, United States

Act as a tier 2 senior support analyst resource on a small team of 5, supporting Altec's Doclink document management system application, using an advanced knowledge on the product as a whole to take on more challenging and involved cases to troubleshoot and resolve cases efficiently when possible, or escalating to development for potential bugs. Take on additional cases through escalations from tier 1, and act as a SQL resource to create SQL queries to perform tasks in the application, or gather data, as well as troubleshooting issues that arise with existing SQL configurations.

Tacoma, Wa

Work as a Tier 1 support analyst on a small team of 5, supporting Doclink's document management system, which is used by customers to reduce the need for paper, allowing them to import documents, and route a digital document through configured workflows and into the customers ERP, then maintained in their repository for historical purposes. Field customers issues through emails and for real-time troubleshooting, utilizing Cisco Webex to connect to customers environments to review, troubleshoot, and ultimately provide best efforts to resolve the issue.Actively use virtual machines each with a different Doclink versions, to test potential issues, confirm expected behavior, and test different setups to find what would be optimal in different customers scenarios. For issues that can be reproduced, escalate case to development to address.Utilize CRM to manage cases, update notes, keep track of all details regarding each case, time entry, as well as search all prior logged cases for help regarding reported issues/errors,Act as the Support "queue cop", being the first line of defense against all incoming issues, reviewing each case individually, researching the reported issue for possible quick resolutions, and assign the case out to either myself or any of the other support analysts on the team, based on each analysts personal strengths, current days case load, and overall case active load. Also fulfill customer key requests using CRM to review the customers account to determine which modules the customer has purchased to process their request. In addition to queue cop duties, load balance an average of 25-30 cases at a time of my own.Apply my previous knowledge of SQL and coding to help write basic SQL queries that returned information from customers databases that they were seeking for reporting purposes and document property indexing value retrieval or lookups. Also create VB Scripts to help manipulate input into a format that was desired by the customer.

Auburn, Wa

Auburn, Wa

Assist on contracted work with Premera Blue Cross as an Enrollment Analyst performing new enrollments for members, as well as doing updates and terminations to existing members.Trained to work a variety of web reports to verify information that group entered into system via the web is correct and accurate according to procedures.Trained on interpreting and working 834 file feed transactions that erred out of the system, interpreting the error, and properly conducting the intended actions.

Tukwila, Wa

Fielded client issues via an email ticketing queue (~70%) and taking calls (~30%), with knowledge on Kentico's Content Management System (CMS). Kentico's CMS is built on ASP.NET, C#, and SQL Server database, so background knowledge of those technologies needed.Educated clients on Kentico CMS features, including web parts and modules, configuration settings, and API methods for their own advanced C# functionality.Developed SQL queries to satisfy client requirements for database accessible web parts to retrieve necessary information from database.Resolved issues by analyzing and reproducing issues that clients reported had unexpected results, and reported unresolved behavior in a bug report for developers to carry on and patch if necessary.

Bachelor'S Degree, Computer Science

Diploma