Richard Frame Email & Phone Number

Buffalo, Mn, Us

Remote

Technical support for a complex email security product suite, with customers ranging from multi-national corporations to small businesses, from federal government agencies to local municipalities. • Responding to customer inquiries via phone, email, video calls and chat• Collaborate with diverse stakeholders--from account managers to software engineers to legal--to evaluate, research and resolve issues• Monitor the support queue to ensure SLAs honored on all tickets• Replicate, troubleshoot and document product bugs and defects• Develop documentation and FAQs to improve consistency and accuracy of support processes• Leverage a wide variety of tools such as Zendesk, Jira, Salesforce, and Slack

For many years individuals and small business owners have reached out to me for help with their software and hardware needs. From writing custom code to help a business display content in-store, to building custom high-end computers, to adding networking to an old office park never wired for Ethernet, I’ve done dozens of projects. But what I’m most commonly asked to do is “fix it” – debug, diagnose, and fix problems, ranging from hardware to operating systems, desktop applications to web apps.

Plymouth, Minnesota, United States

In this small company, operating under multiple brand names, I contributed to every part of the business, requiring expert prioritization skills, multi-tasking and problem-solving. Customer Service and Troubleshooting• Spent multiple hours per day serving customers via phone and email, working with them to gather if/how their equipment was broken, how to fix it, what part(s) they needed. Strong analytical and root cause analysis skills.• Worked with customers who were highly opinionated experts, and others with no idea what they needed. Customers who were very technical, and others so non-technical they could literally not send an email• Served as the escalation point person for dissatisfied customers and returnsTechnology and IT• Debugging modern web applications, including using the developer console, Postman, monitoring and analytics tools, and reading the page source code• Led the effort to transition parts of our technology stack to more capable Cloud providers• Coordinated with 3rd party offshore development team who built our e-commerce stores. Performed testing of new features. Requested new features based on business priority and customer requests.• Optimized and improved SQL queries for performance enhancements and more helpful results• Wrote blog posts and help content for our customers• Provisioning workstations and servers, deploying commercial software (out of the box, and customized), upgrades and patching of workstations and servers. Included Microsoft and Linux• Equipment troubleshooting and maintenance, including broken printers and failed hard drives• Other IT duties including VOIP administration, website administration, network security & firewalls, physical networking design, and administration of Google products

Minnetonka, Minnesota, United States