Robert Miller Email & Phone Number

● Manage a team of technical support professionals, supporting enterprise cloud and on-prem customers that use the OnBase product suite ● Mentor team members on the skills necessary to reach their goals, including mentoring emerging leaders resulting in a management promotion for one of my team members ● Strategize approach to dealing with customer escalations while collaborating with multiple departments including Customer Success, Global Services and R&D ● Consult with enterprise customer management and executive teams, detailing our paths to resolution for their critical support issues ● Oversee technical support continued technical training by finding presenters, topics, scheduling and posting recorded videos

● Provided expert level OnBase knowledge to the Technical Support department ● Facilitated timely support issue resolution by working directly with R&D on complicated technical issues● Fielded escalations for business-critical software issues● Collaborated with multiple departments within Hyland ● Guided and assisted support analysts with escalated support issues, often times resolving those issues without R&D involvement ● Selected for participation in an emerging leaders program

Lincoln, Nebraska Area

● Supervised team of 8 support professionals with an average of 5 years of experience● Oversaw support issue escalations ● Effectively collaborated with leadership in QA and Development to resolve complex issues ● Maintained close working relationship with leadership at Hyland Software’s partners that my team supported ● Fostered individual growth for my direct reports by creating development plans tailored for each team member’s specific needs

Lincoln, Nebraska Area

● Consulted to provide on-site OnBase upgrade assistance for customers and streamline existing processes● Assisted the Tech Support department as subject matter expert for the Integration for DocuSign module● Partner with Hyland’s largest partners and OEMs to resolve difficult customer issues● Sustain timely support issue resolution while regularly receiving praise from customers and partners● Train and mentor new team members● Awarded Tech Support Rep of the Month for March 2017

Lincoln, Nebraska Area

● Provided expert technical assistance to the financial OnBase customers and OEM partners ● Efficiently worked with Management, QA and Development to quickly, and fully resolve complex customer issues ● Gained in-depth technical knowledge of the OnBase suite of products