Sam P. Email & Phone Number

Leesburg, Virginia, United States

● Answer incoming calls from the general public who call in requesting information● Coordinate with adjacent county departments to determine best approach for each unique situation● Issue social services information and homeless shelter referrals with kindness, empathy, and respect● Research and advise on non-profit charities for eligible individuals● Remain on call to work during times of crisis or emergency● Maintain accurate records through data entry without sacrificing speed or efficiency

Herndon, Virginia, United States

● Serve as the primary point of contact for inbound client inquiries and product assistance requests.● Provide email and phone support to users of grant management software, investigates reported issues, and ensures issue resolution.● Troubleshoots software functionality, defects, data issues, and user problems and works with the development team to test new software and enhancements.● Complete onboarding activities for new clients including product configuration and detailed training.● Assist with the development of user guides, tip sheets, and various end-user documentation.

● Provided high-quality and timely resolution to identity verification problems via Zendesk tickets, phone calls, and video conferences.● A dedicated point of contact for C-suite executives (including CEO, CTO, and head of legal counsel) when resolving difficult customer requests.● Coordinated with Federal government IT teams including IRS, VA, VFW, Treasury, PTO, and VFW to provide streamlined support for urgent cases.● Worked closely with first responders, police officers, active-duty military personnel, veterans, teachers, doctors, alumni, and students to ensure their credentials were verified.● Performed account administration tasks including MFA deletion, MFA recovery, email update, recovering deleting accounts.● Carefully verified the legitimacy of sensitive legal documents including social security cards, tax documents, vaccine cards, bank statements, foreign passports, etc. ● Provided reliable, empathetic help to technologically challenged members, including:- Reviewing and approving legal identity documents per NIST standards of quality- Setting up & troubleshooting various video conferencing programs- Successfully guiding members through "live verification"● Provided auxiliary support to the Fraud team when researching & cataloging suspected impersonators of authorized E-prescribe professionals.● Worked in sync with the Product team to systematically report issues with internal software tools and gather data by: - Initiating one-on-one screen-sharing sessions with affected users, then sharing video evidence- QA misbehaving features with test accounts- Coordinate with team members and leadership to gather examples of affected users

Phoenix, Arizona, United States

Remote Point-of-Sale Support Specialist 8/19 to 8/20● Provide support via remote desktop applications to assist field users and internal personnel with proprietary company websites. ● Troubleshoot offsite mobile devices, payment terminals, cash drawers, and printers using phone support and remote desktop sessions. ● Effectively coordinate with team members to troubleshoot and document priority Tier 1 Incidents. ● Successfully resolve or escalate software, hardware, and VoIP defects using concise ticket documentation. ● Respond to user feedback/complaints via email and live chat in a professional, timely manner.