Roger Thompson Email and Phone Number

- Provided technical support to customers and internal departments, focused on the content of the product's underlying SQL Server database.- Served as secondary liaison between the company and clients. Served as primary liaison between Research & Development, Support, and Professional Services organizations at the company.- Conveyed customer feedback to product development.- Resolved system issues via phone or Internet.- Kept Research & Development, Support, and Professional Services/Enhancements informed of how and when issues were resolved.- Involved in follow-up testing and troubleshooting.- Referred issues to other departments as needed.- Promoted a professional, service-oriented company image.Accomplishments - Created several Dashboards in Salesforce for tracking multiple teams’ cases.

Nearly 30% of the sub-department that I was in was cut as a result of COVID-19.- Knowledge Centered Service/Support using MindTouch platform, including content proofing/editing and approval, maintaining/modifying its structure; knowledge article maintenance; moving towards a KCS model.- Managed and maintained Support Web site (https://knowledge.kofax.com), for product info, release dates, versions, available patches, etc.- Managed department SharePoint site- Assisted in integrating content from acquired companies into Support systems, including the Knowledge Base(s).- Integrated content from two KB platforms into one KB.

- Managed and maintained Support Knowledge Base, including SQL Server database/ASP .NET and ADO .NET code, content proofing/editing and approval, maintaining/modifying its structure; knowledge article maintenance; moving towards a KCS model.- Migrated acquired company’s Web site content to MS Dynamics CRM Knowledge Base Articles using “robots” I created with Kofax Kapow Katalyst (now "Kofax RPA").- Assisted in integrating content from acquired companies into Support systems, including the Knowledge Base(s).

Custom development support of Capture for developers and system integrators concerning customization, including Custom Panels, Custom Modules, Export Connectors, and Workflow Agents.Custom development support using primarily Visual Basic 6.0 and SBL (Softbridge Basic Language).Consulting with developers and system integrators on best technical solutions with issues involving customization of Capture.