Rick Molder Email & Phone Number

Remote

Remote

Arlington, Texas

Manage US and Canadian Technical Support, Professional Services teams, and Pre-Sales. Served as pre-sales technical support for Sales team. Developed process and procedures for pricing and planning of professional service projects and Pre-Sales. Built and maintained technical wiki/knowledge base. Established weekly meetings to coordinate bug fixes with Development teams. Worked with corporate to double health care contributions and increase on-call pay for employees.

Austin, Texas Area

In this role, I was promoted to the First Tier 3 Engineer for the Control Center Software team. I also act as representative for Software Development, Product Management, Quality Assurance, and Technical Support teams. Additionally, I resolve executive and senior management escalations as they develop or proactively. As a mentor, I conceptualize and develop first advanced training and technical documentation for team members by drawing on software developer experience. Lastly, I handle 24/7 on-call incidents and customer support for Cloud external customer services, 24 hours a day, seven days a week. Some of my achievements in this position include: ■ Technological Proficiency: Leveraged forensic technical investigation and reverse engineering expertise to overcome software conflicts. ■ Attention to Detail: Took team from 25% to 96% actual-defect cases sent to Engineering. ■ Cloud System Reporting: Daily meetings with Executives to provide input for Cloud Systems status. ■ Remote Teaching: Give monthly educational webinars for 200+ partners and executives. ■ Special Assignment: Became member of the Incident Management/Quick Response team for critical outages.

Austin, Texas Area

I was promoted to Team Lead after one year period. In this role, I detected issues in Alpha, Beta, and GA versions of Contact Center software. In addition, I project managed technical engineers, creating on-call schedules, shift rotations, and labor delegation. Liaised for QA, Development, Product Management, and Technical Support teams. Provided advanced technical knowledge to Contact Center technical support team and Tier1, Tier2, and Tier3 support to enterprise customers and business associates. Composed knowledge base articles and troubleshooting guides. Some of my specializations in this position include: ■ Technical Writing: Created 80% of the technical guides for support. ■ Interdepartmental Communication: Established a direct relationship with software developers to identify bugs. ■ Advanced Coaching: Training and mentoring to deflect calls into support.

Austin, Texas Area

At RateGenius Inc. I created, wrote, installed, updated, and preserved call center software and components including Mitel 3300 VoIP phone system. I also provided maintenance to automatic call distribution, interactive voice response, call flows, and routing. I also developed an understanding of code base (C++/PHP/MySQL) to provide daily upkeep of software. This job feature enhanced my ability to perform Network/System Administrator duties which included connecting and servicing firewalls, routers, switches, cabling, desktop support, servers, AD, and Exchange.Here are two great achievements I’m proud of in this position:■ Multitasking: Designed, installed, and managed a contact center for 25+ agents. ■ Technology Implementation: Migrated company phone systems from a cabinet system to a VoIP system.

Education record

Computer Science