Shae Shaffer Email & Phone Number

Gig Harbor, WA, US

Seattle, Washington, United States

• Work with external stakeholders involved with helping PSAPs (Public Safety Answering Point) transition from Legacy E911 to NG9-1-1.
• Manage location databases (LDB) for NG9-1-1 calls for both PSAPs and Carrier Service Providers.
• Train customers and provide ongoing technical customer support for web UI tools and processes
• Represent Comtech internally and externally as a subject matter expert
• Assist in resume screening and interview process
• Create, plan, and execute internal and external presentations

Greater Seattle Area

• Work with State agencies and external stakeholders involved with helping PSAPs (Public Safety Answering Point) transition from Legacy E911 to NG9-1-1.
• Oversee on-site surveys at PSAPs to determine power and hardware requirements for transitioning to NG9-1-1.
• Gather critical data needed to support a PSAPs deployment to NG9-1-1 (this can include gathering of specific PSAP data such as Alternative Routing and Speed Dial information, critical PSAP vendor data such as.
• Facilitate PSAP’s NG9-1-1 kick-off meetings, hardware installation and testing.
• Work with PSAPs and their external vendors as needed to facilitate a smooth transition of PSAPs to NG9-1-1.
• Successfully oversaw deployment of over 100 PSAPs in multiple states

Bainbridge Island, WA

• Provide location-based media designed to actively and intelligently influence human behavior to move products and sales metrics.
• Offered a complete digital signage solution including modifying and deploying digital content per customer specifications.
• Follow rigorous testing and deployment policies.
• Provide quality assurance measures and maintain exceptional standards for our customers.
• Assist with any downtime trouble shooting.

Poulsbo, WA

• Provide quality support to customers via telephone, chat and email tickets.
• Maintain composure and patience in face of difficult customer situations.
• Perform troubleshooting techniques over the phone or via web messenger to identify and resolve issues.
• Established patterns to reoccurring issues and provides input to development teams.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Achieve consistent #1 or #2 in monthly metrics, including call duration, number of calls per shift, and customer satisfaction rankings.

Poulsbo, WA

• Obtain and analyze virus and malware samples for definition assembly.
• Analyze and update Virus and Spyware cleaning routines.
• Provide final approval/rejection of Virus and Spyware cleaning routines.
• Prepare and analyze virus and malware status and statistical reports.
• Manage day to day administrative needs for the virus definition approvals and deployments.

Poulsbo, WA

• Provided first-level technical support to end-users on proprietary software and applications including installation and basic usage.
• Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.
• Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
• Maintain composure and patience in face of difficult customer situations.

Bachelor Of Science - Bs, Information Technology

Associate Of Arts And Sciences (Aas), Information Technology