Nels Benson Email & Phone Number

United States

Denver, Colorado, United States

Greater Denver Area

• Provide support for production incidents and daily batch and ETL processing
• Work with technical and agile teams to prioritize backlog work and incidents
• Lead and train others within the team to increase team capabilities and capacity
• Automate deployment, infrastructure and monitoring tools and systems
• Enhance, maintain and support various platforms including.Net, Java, Linux and Windows
• Support disaster recovery planning and testing

Greater Denver Area

• Helped to fill a gap on a growing team as a contractor that could on-board quickly despite a complex production environment.
• Performed triage on customer feedback issues in applications in a Tier 5 role.
• Tested and certified Android, iOS, tvOS, Samsung, and Xbox applications prior to release to stores.
• Troubleshot, analyzed and collaborated with other teams to resolve customer issues and outages across multiple platforms and tools, including Splunk and Elasticsearch.
• Documented relevant product and testing processes and procedures as needed.
• Analyzed traffic and trends to predict and prevent outages and customer issues.

Greater Denver Area

• Stepped in to a new role to help fill a gap left by organizational change.
• Worked with Development teams to categorize and prioritize Partner requests, while balancing against customer needs.
• Researched and cataloged current market state to determine business feature standing, needs, and advantages.
• Worked towards bringing new API product offerings to market by;identifying customer problems,analyzing current offerings from within and from competitors, proposing and detailing solutions, providing level of effort.
• Served as key stakeholder for requirements gathering, new features, and product priorities as they related to the partner API portfolio.
• Managed and maintained an ongoing relationship between external partners and internal stakeholders including Business Development, Marketing, Sales, and Software Development.

Greater Denver Area

• Onboarded and managed partner API integrations.
• Participated in functional testing, quality assurance, deployment and maintenance of partner API integrations.
• Provided ongoing maintenance of current APIs, assessing challenges, developing new processes when issues arise.
• Liaised with partners to triage service disruptions while troubleshooting to identify required changes to resolve.
• Worked in collaboration with internal teams such as Sales, Customer Service, and Engineering, helping to establish support processes.
• Developed and utilized tools and reports to identify deviations from base behaviour, identifying issues prior to effects being seen by customers or partners.

Greater Denver Area

• Provided Tier II-III support for customer facing and internal applications for 2400+ location fast casual restaurant chain.
• Increased site reliability for Online Ordering and Digital Commerce applications, as volume grew from 38k to over 90k orders daily.
• To prevent and minimize potential sales losses, established use and architecture of multiple monitoring utilities to provide accurate, real-time monitoring and alerting on applications.
• Measured and tracked sales and application performance by utilizing business metrics to establish KPI’s.
• Helped drive company decisions for over 45 separate applications by building Splunk queries, dashboards and reports utilized by multiple departments.
• Enabled quicker and easier integration with monitoring systems and faster time to resolution for incidents by working in a DevOps methodology, defining troubleshooting and logging standards.

Greater Denver Area

• Recruited, hired, trained and managed a helpdesk that took 100 – 150 calls per day, with additional tickets for email and ticketing software, for customers operating in highly regulated environments spanning multiple.
• Improved customer satisfaction and retention for 1000+ clients with little technical knowledge, while reducing volume to helpdesk by developing and maintaining business processes and training material for the company.
• Improved billing and CRM organization by re-architecting and maintaining company database structure, including Salesforce, Zendesk, Billing Orchard, and Quickbooks.
• Reduced operating cost by architecting and executing automation of the customer billing process, including migrating existing billing records.
• Expanded revenue by creating structure and materials for new customer training program.

• Taught highly rated training sessions for clients, covering utilization and optimization, as well as reporting functionality and best practices for two HRIS products.
• Created and presented revenue generating webinars for up to 80 simultaneous attendees.
• Created training materials, sample data and processes for new software functionality as it was released.
• Improved customer’s business processes by consulting and advising on creation and layout of essential reports, queries, and analysis.
• Reduced call times and customer callback rates by ensuring that clients understand both the causes of issues, as well as resolutions.

Bachelor Of Science - Bs, Data Management/Data Analytics

Education record