Nicholas Augustine Email & Phone Number

Alameda, California, US

Wakefield, Massachusetts, US

• Served as tier 2 and Japanese speaking support agent for internal and client facing issues pertaining to IRT software and study designs of over 950 clinical studies.
• Main on-shift expert after the Team Lead responsible for training and assisting aPSAs and PSAs in resolving complex technical issues, comprehending and adhering to SLAs, SOPs, and clinical study designs.
• Regularly verified Data Changes applied to clinical study data by Data Management via SSMS to ensure intended updates were correctly applied and that they met SOPs and clinical study design requirements.
• Organized and conducted study specific Go-Live meetings with Project Managers for the creation of thorough internal Knowledgebase documentation covering all aspects of their study design that could impact our ability.
• Strategized for and conducted interviews with prospective new-hires for the night-shift to assess their technical and linguistic skill sets, work ethics, and corporate cultural fitness.
• Drafted, modified and executed SQL Data Scripts for viewing project data and system configurations daily.

Dublin, CA, US

• Served as enterprise product support for products 1) CPQ, 2) Workflow, 3) CLM, 4) Marketing Automation, and 5) Enablement and was certified as a CPQ and Workflow specialist.
• Learned to make SQL and API calls as well as to read and write Iron Python scripts and CPQ's own logic language to access backend data, replicate custom environments and optimally troubleshoot complex issues to exceed.
• Regularly coordinated with Engineers and Product Management around the globe for expedient resolution of technical issues, workout systematic prevention of future problems, and to process bug reports and enhancement.
• Lead weekly international WebEx team meetings for Marketing Automation to provide training, track most common issues, and to pioneer more effective support strategies.
• Drafted and published original Knowledge Base articles to provide issue resolving steps and information for both customer and internal use thereby minimizing incoming case loads.
• Traveled to Japan to support in an onsite custom implementation project for Workflow and Commissions products both as a technical consultant and as a linguistic bridge working directly with customer and internal.

San Jose, California, US

• Delivered high-quality technical support to English and Japanese enterprise customers using Symantec Managed PKI, VIP Second factor authentication.
• Resolved complex integration issues relating to LDAP/AD, web services (Apache, IIS, Tomcat), web API calls, Database, third party integrations for VPN, and Radius.
• Coordinated with field engineers and sales team to help facilitate installation and upgrade of products at customer local for quick closure of sales deals.
• Created, edited, and published internal & external KB solutions to expedite case resolution, improve customer satisfaction, and reduce incoming case loads.
• Served as a linguistic bridge between Verisign (Symantec) Japan and our support teams headquartered in Mountain View, California.
• Assisted in gathering and translating of technical data for our Japanese affiliates when having difficulty acquiring the information on their own.

• Conducted market research, identified potential enterprise customers, drafted proposals, and made business presentations.
• Facilitated as linguistic bridge between our offices in Japan and clients in the U.S.
• Kept new and existing client records, generating quotes, PO’s and invoices, arranged for shipment of goods, and prepared all associated documentation.

• Assisted Japanese and English language students of all ages and skill levels with a customized learning experience to suite a varied spectrum of needs.
• Worked with students to teach and improve their grammar / syntax, vocabulary, pronunciation, reading and listening comprehension as well as written and spoken fluency.
• Suggested and provided pupils with teaching materials and exercises upon request.

• Designed and facilitated a Japanese curriculum for ages 3 ~ 7.
• Created own teaching tools and artwork.
• Incorporated calligraphy, traditional song, dance and games for fun educational experience.

San Jose, California, US

• Analyzed, interpreted, and applied information to data archives for the company’s Knowledge Content Development and Localization segment.
• Performed technical and linguistic QA for Japanese and Chinese knowledgebase.
• Served as primary editor / publisher for Japanese technical support documents.
• Assisted in constructing Global Orientation Programs, collating and translating materials gathered from international offices.

• Served as a liaison and interpreter for American educators visiting Japan through University of Vermont exchange program.
• Facilitated dialogue between Superintendent of Education of Toyonaka City and American educators on how educational system in Japan operates.
• Provided historical/cultural background on tours in Kyoto and Nara.

Served as a temporary English instructor for the summer, where I would prepare and lecture classes of all levels and ages.

B.A, East Asian Studies, Chinese

Hs Diploma