Nick Schauer

Nick Schauer Email and Phone Number

Sr. Tier 3 Product Support Engineer @ Convoso | Technical Support SaaS Expert @ Convoso
los angeles, california, united states
Nick Schauer's Location
Colorado Springs, Colorado, United States, United States
Nick Schauer's Contact Details

Nick Schauer personal email

n/a
About Nick Schauer

I excel in resolving high visibility and escalated issues for both enterprise/VIP customers and vendors. I also play a pivotal role in coaching and documenting best practices for both internal and external stakeholders. Work directly with Development and Engineering teams to triage and resolve product defects. With over a decade of experience in the information systems support and global engineered systems sectors, I've honed my technical skills and deepened my product knowledge across various SaaS, PaaS, and IaaS technologies.My passion lies in delivering exceptional customer service, setting the bar through leadership by example, and consistently surpassing expectations with a blend of personable and professional expertise. I possess a knack for analytics and solutions that drive heightened productivity and foster a collaborative team environment. Additionally, my background includes service in the Marine Corps Infantry, where I earned accolades for outstanding leadership and visionary contributions in dynamic global operations.

Nick Schauer's Current Company Details
Convoso

Convoso

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Sr. Tier 3 Product Support Engineer @ Convoso | Technical Support SaaS Expert
los angeles, california, united states
Website:
convoso.com
Employees:
20
Nick Schauer Work Experience Details
  • Convoso
    Senior Product Support Engineer Tier 3
    Convoso Feb 2022 - Present
    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.
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  • Ivanti
    Technical Support Engineer Tier 2
    Ivanti Mar 2021 - Feb 2022
    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.
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  • Cherwell Software
    Product Support Analyst Tier 2
    Cherwell Software Sep 2020 - Mar 2021
    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.
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  • Cherwell Software
    Product Support Analyst Tier 1
    Cherwell Software Oct 2019 - Sep 2020
    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.
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  • Oracle
    System Engineer- Tier 2
    Oracle Sep 2016 - Oct 2018
    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.
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  • Ruthilee Incorporated
    Support Technician Tier 1
    Ruthilee Incorporated Aug 2013 - Apr 2015
    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.
  • Independent It Consulting
    It Consultant & Sales Specialist
    Independent It Consulting Mar 2006 - Jul 2013
    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.
  • Simply Mac - Apple Premier Partner
    Assistant Store Manager / Sales Manager
    Simply Mac - Apple Premier Partner Jan 2008 - Dec 2008
    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.
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  • 2Nd Battalion 8Th Marines
    Infantry Squad Leader
    2Nd Battalion 8Th Marines May 2002 - Nov 2005
    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
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  • United States Marine Corps
    Corporal
    United States Marine Corps Nov 2001 - Nov 2005
    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.
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Nick Schauer Skills

Customer Service Leadership Information Technology Management Technical Support Sales Management Sales Networking It Solutions Troubleshooting Crm Microsoft Office Outlook Windows Active Directory Computer Hardware Marine Corps Combat Counterterrorism Military Operations Government Military Security Team Leadership Training Public Speaking Weapons Help Desk Support Military Experience Project Management Program Management Force Protection Team Building Security Clearance Coaching

Nick Schauer Education Details

Frequently Asked Questions about Nick Schauer

What company does Nick Schauer work for?

Nick Schauer works for Convoso

What is Nick Schauer's role at the current company?

Nick Schauer's current role is Sr. Tier 3 Product Support Engineer @ Convoso | Technical Support SaaS Expert.

What is Nick Schauer's email address?

Nick Schauer's email address is ns****@****ons.com

What schools did Nick Schauer attend?

Nick Schauer attended Moorpark College, Colorado Technical University.

What are some of Nick Schauer's interests?

Nick Schauer has interest in Science And Technology, Children.

What skills is Nick Schauer known for?

Nick Schauer has skills like Customer Service, Leadership, Information Technology, Management, Technical Support, Sales Management, Sales, Networking, It Solutions, Troubleshooting, Crm, Microsoft Office.

Who are Nick Schauer's colleagues?

Nick Schauer's colleagues are Elizabeth C., Alyssa Morse-Torres, Kris Albert Jallorina, Ankush Jain, Timothy Buensuceso, Sonam Gaur, Michael Rodriguez.

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