Nick Schauer Email & Phone Number

California, United States

Served as an escalation point for all software-related technical issues (escalations) originating from the production environment. Independently and jointly investigated escalations using a variety of application performance management and development tools. Assisted in developing expedited code fixes and technical solutions (tooling and infrastructure) to resolve customer-facing issues.Partnered with a variety of cross-functional stakeholders, ranging from customer-facing teams to product and engineering. Clearly and effectively communicated escalation root cause and resolution status with internal stakeholders and clients. Provided coaching to clients, customer success advocates, and Level 1 and 2 Support engineers. Created and reviewed excellent technical documentation of issues and processes for both internal use as well as customer-facing.Independently developed an SOP and a prioritization matrix for assessing and categorizing potential bugs, streamlining the bug triage process for the Development team.

Colorado Springs, Colorado, United States

(Cherwell acquired by Ivanti)Worked with the support team to provide technical support to our customers and re-sellers, answering complex questions on function and usage of the products. Operated as a support liaison between Ivanati and customers providing quality technical support. Through strong technical skills and product knowledge, worked to resolve cases by effective troubleshooting, research, and testing by working directly with back-line and development teams.

Colorado Springs, Colorado, United States

Utilized experience to provide advanced level support to escalated customers and advanced issues.Senior level support and escalation point for Tier 1 analysts, accurately diagnosing, documenting, and resolving various escalated SaaS related support requests. Developed technical expertise in various SaaS and PaaS technologies, including, user interface, authentication, and system performance.

Colorado Springs, Colorado

Responsible for providing excellent engineered support for Cherwell Software products via email and phone to users. Fielded calls from customers on technical support questions including support requests for installation, in-field operation, and in-field breakdowns. Responded to inquiries and call-back requests placed on the online ticket system. Documented interactions with customers; provide answers by identifying problems; researching answers; guiding customers through corrective steps. Worked with colleagues to troubleshoot problems in software, hardware, networks and systems; write up technical documentation that is passed onto developers to repair defects and deliver enhancements.

Colorado Springs, Colorado

Expert in Engineered Systems with hands on expertise across various systems focused on a wide range of Oracle Engineered Systems.Planned, scheduled, and executed Oracle Engineered Systems releases including RDBMS, CRS, and ASM as well as Oracle Enterprise Linux systems.Worked independently and in a team environment to do root cause analysis and proposed solutions of any various issues in customers environments.

Colorado Springs, Co

Provided help desk technician services for the Department of Veteran Affairs. Assisted in the design, execution, and launch of project to provide wireless devices to VA staff.Responded to, troubleshot, and resolved technical issues for government employees while adhering to strict protocols regarding sensitive data, access, and security.

Colorado Springs, Colorado

Delivered consulting services to diverse client base, identifying technical needs and making sound recommendations to integrate new technologies that enhance productivity and functionality.Planned and executed network, hardware, and software configuration and installation.Installed and managed networks for small business, providing help desk support for hardware, software, communication systems, and disaster recovery services.Maintained specialized focus on cloud-based backup systems to leverage emerging technology, ensuring VMware installation to drive access and functionality for geographically dispersed employees.Implemented virtualization technology for archive protection and information security protocols.

Colorado Springs, Colorado

Oversaw staff, operations, and sales for store specializing in Apple products and services.Troubleshot systems and products for internal teams and customers by applying technical expertise.Utilized knowledge of hardware, software, and networks to deliver training, maintenance, and issue resolution.Coached, trained, and managed staff performance and served as liaison between employees and management.Conducted inventory management, cash handling, and invoicing to drive accounting procedures.

Camp Lejeune, Nc

Lead, trained, and mentored squad of highly trained Marines in high-intensity combat operations in numerous hostile countries, as well as training with various allied countries around the globe.Directly responsible for the guidance, discipline and lives of the Marines under my command on a daily basis.Managed deployment and maintenance of sensitive equipment, tactical vehicles, and weapons of high value.Iraq: TF Tarawa, Bn 2/8, 2003Afghanistan: Bn 2/8, 2003-2004Iraq: BLT 2/8, 26 MEU, 2005CAAT Plt/WPNS CO/2nd Battalion 8th Marines

Camp Lejeune, Nc

Supervised Marines and maintained accountability for $35M+ in equipment and vehicles during numerous combat deployments. Planned and executed training and development activities for Marines, including daily operations skills, geographical and navigational studies, and weapons proficiency. Was highly trained in force protection, combat operations, and counter terrorism tactics. Planned and executed numerous critical missions during deployments to 14 countries. Received multiple awards for superior leadership, application of technical knowledge, and operational acumen.

Associate'S Degree, General Studies With Emphasis In Computer Science

Studied Computer Science IT

General Studies