Thomas Hoffman Email & Phone Number

New York, Ny, Us

Responsible for working collaboratively and individually to solve customer issues and answer customer questions. TS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software. Responsible for members of the Support Team / communications sent to both internal and external facing Support events. Responsible for training of new Support Team members. Responsible for KPI metric reviews / updates … Show more Responsible for working collaboratively and individually to solve customer issues and answer customer questions. TS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software. Responsible for members of the Support Team / communications sent to both internal and external facing Support events. Responsible for training of new Support Team members. Responsible for KPI metric reviews / updates Provide accurate and timely support to Prevalent customersTriage incoming phone calls and ticketsEnsure support tickets have regular and efficient updatesConfirm and report defects to development / hold meeting discussion with C-Level Team to review and prioritize defectsSupport all components and processes of Prevalent SoftwareCreate ‘How-to’ and technical documentation for Prevalent Knowledge BaseSupport new and existing customer environments via phone, Zoom Meeting (desktop sharing) within established SLAs and SLOsOwn and see customer issues and tickets through resolution and customer satisfactionAssist in creation of customer instancesHandled administration and day to day operations of Zendesk for all Prevalent organizations Show less

Responsible for working collaboratively and individually to solve customer issues and answer customer questions. TSS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software. Responsible for members of the Support Team / communications sent to both internal and external facing Support events. Responsible for training of new Support Team members. Responsible for KPI metric reviews / updates… Show more Responsible for working collaboratively and individually to solve customer issues and answer customer questions. TSS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software. Responsible for members of the Support Team / communications sent to both internal and external facing Support events. Responsible for training of new Support Team members. Responsible for KPI metric reviews / updates Provide accurate and timely support to Prevalent customersTriage incoming phone calls and ticketsEnsure support tickets have regular and efficient updatesConfirm and report defects to development / hold meeting discussion with C-Level Team to review and prioritize defectsSupport all components and processes of Prevalent SoftwareCreate ‘How-to’ and technical documentation for Prevalent Knowledge BaseSupport new and existing customer environments via phone, Zoom Meeting (desktop sharing) within established SLAs and SLOsOwn and see customer issues and tickets through resolution and customer satisfactionAssist in creation of customer instancesAssist with Development Testing/QA of enhancement/bug fixesAssist with performing/testing content changes in multiple 3rd party surveysHandled administration and day to day operations of Zendesk for all Prevalent organizations Show less

Mercer County, New Jersey, United States

Responsible for working collaboratively and individually to solve customer issues and answer customer questions. TSS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software. Assisted with Support team migration of entire customer base from legacy software platforms to newly purchased platform Provide accurate and timely support to Prevalent customersTriage incoming phone calls and… Show more Responsible for working collaboratively and individually to solve customer issues and answer customer questions. TSS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software. Assisted with Support team migration of entire customer base from legacy software platforms to newly purchased platform Provide accurate and timely support to Prevalent customersTriage incoming phone calls and ticketsEnsure support tickets have regular and efficient updatesConfirm and report defects to development / hold meeting discussion with C-Level Team to review and prioritize defectsSupport all components and processes of Prevalent SoftwareSupport new and existing customer environments via phone, Zoom Meeting (desktop sharing) within established SLAs and SLOsOwn and see customer issues and tickets through resolution and customer satisfactionAssist in creation of customer instancesAssist with Development Testing/QA of enhancement/bug fixesHandled administration and day to day operations of Zendesk for all Prevalent organizations Show less

Warren, New Jersey

Responsible for working collaboratively and individually to solve customer issues and answer customer questions. The TSS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software.Provide accurate and timely support to Prevalent customers Triage incoming phone calls and tickets Ensure support tickets have regular and efficient updates Confirm and report defects to development… Show more Responsible for working collaboratively and individually to solve customer issues and answer customer questions. The TSS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software.Provide accurate and timely support to Prevalent customers Triage incoming phone calls and tickets Ensure support tickets have regular and efficient updates Confirm and report defects to development Support all components and processes of Prevalent Software Support new and existing customer environments via phone, Zoom Meeting (desktop sharing) within established SLAs and SLOs Own and see customer issues and tickets through resolution and customer satisfactionAssist in creation of customer instancesAssist with Development Testing/QA of enhancement/bug fixes Show less

Princeton, New Jersey

Assembly, build, debug and qualification of all GA NIKSUN platforms as per established processes and procedures. Assembly and integration of various hardware platforms. Load and configure NIKSUN software. Debug servers/hardware issues. Maintain lab network (both physically and internally). Manage IT Inventory / assist IT with daily tasks (installing windows / upgrading PC's and laptops / restoring internet connectivity to work desks. ) Trace cables through ceiling to either server room… Show more Assembly, build, debug and qualification of all GA NIKSUN platforms as per established processes and procedures. Assembly and integration of various hardware platforms. Load and configure NIKSUN software. Debug servers/hardware issues. Maintain lab network (both physically and internally). Manage IT Inventory / assist IT with daily tasks (installing windows / upgrading PC's and laptops / restoring internet connectivity to work desks. ) Trace cables through ceiling to either server room or work desks. Cable management ( both power and LAN cable. ) Show less

North Brunswick, Nj

Assisted students in learning a range of Cisco Academy lessons/requirements. Assisted students in studying for CCNA certification tests.

Monroe Township, New Jersey

Maintained high quality of work in fast paced environment Unloaded deli products and transfer stock to storage areasSliced, cut, weighed, and priced stock in a considerate mannerUpheld shelves and maintained cases filled at all timesMaintained courteous and friendly attitude toward customersControlled freshness by rotating and coding all products and remove out-of-code merchandiseTagged all products legibly in line with price bookMaintained fresh items and weekly… Show more Maintained high quality of work in fast paced environment Unloaded deli products and transfer stock to storage areasSliced, cut, weighed, and priced stock in a considerate mannerUpheld shelves and maintained cases filled at all timesMaintained courteous and friendly attitude toward customersControlled freshness by rotating and coding all products and remove out-of-code merchandiseTagged all products legibly in line with price bookMaintained fresh items and weekly specialsPromoted latest items and weekly specialsGreeted all visitors and customers in a professional mannerCleaned and sanitized the entire work areaAnswered phone and took orders for particular requested items Show less

Bachelor’S Degree, Computer Systems Networking And Telecommunications, 3.96 Gpa

Activities and Societies: Magna Cum Laude, Golden Key National Honor Society Advanced Network Security with Lab (SEC-453) Advanced Topics.

Associate’S Degree, Liberal Arts And Sciences, General Studies And Humanities

Activities and Societies: Academic-All Conference (Golf) - 2012