Travis Prim Email & Phone Number

Sterling, Va

REI Systems, Inc. provides Web-enabled business solutions for government and commercial sectors. Its solutions include analysis and performance advice, process improvement, change management, training, and project management. Markets/solutions include open government/transparency, grants management, health systems, science and technology, homeland security and public safety, performance management, fleet maintenance, and customer relationship management. Its solutions are used in solving homeland security, defense, health resources, criminal justice, and performance support issues. Senior Helpdesk Analyst 2018 - PresentServe as the Senior Helpdesk Analyst for REI’s SaaS based electronic grants management software:• Triage, investigate, and deploy fixes for issues reported by clients using Team Foundation Server ticketing system• Work closely with developers and project managers to analyze and proactively address system functionality and performance issues• Design and develop scalable helpdesk channels to enhance customer satisfaction and support efficiency• Define and implement support policies, procedures, and best practices• Create and manage customer facing documentation and training materials, including knowledgebase articles, release notes, user guides, and how-to videos• Assist QA testers with project-specific UI testing, creation of testing plans and schedules, and creation and validation of test data• Work with international teams to develop new software functionality and apply bug fixes• Conduct customer training on new and/or existing functionalities• Assist project managers and business analysts with requirements gathering and documentation• Responsible for creation and distribution of customer-specific reporting on support related metrics and KPIs

Herndon, Virginia

• Serve as the dedicated engineer for high revenue clients (Tier II and Tier III level support)• Consults clients on customer experience best practices and product configuration• Mentor/Train/Support Tier I agents on the Support Team• Serve as a Customer Advocate for Parature clients• Interface with Product Management, Engineering, Operations, and Customer Success teams regarding client issues• Conduct Customer Conference Calls/Training via Goto Meeting, WebEx, and Skype• Prioritize and escalate business critical issues for Enterprise customers• 24x7 contact for assigned accounts and rotational on call duties for all clients• Serve as the Senior Engineer/Team Lead on the Enterprise Support Team• Worked to diagnose and resolve complex integration and customization issues with API, Chat, Paraconnect SalesForce integration, SSL certificate purchase/renewal, basic SSO troubleshooting via PING federate• Validate and reproduce system defects, documented and escalated to appropriate internal teams for investigation and resolution via IcM and Team Foundation Server (TFS)• Responsible for troubleshooting and resolving complex reporting issues using Business Objects (V4) reporting tool. Perform BO universe refreshes to import new data, troubleshoot configuration for automated scheduled report jobs, and export SQL query data to escalate performance issues to the Operations team• Managed internal as well as customer facing communications for high severity issues related to impaired functionality, system access, and global outages to ensure accuracy and consistency in company messaging• Utilized Browser Stack emulator tool to pinpoint issues with specific browsers/versions• Leveraged error logging tools such as SPLUNK to query for GUID error codes and keywords to diagnose system and/or client-specific issues• Troubleshoot issues with API integrations based upon pre-defined API documentation

Cumming, Ga

QA Analyst - July 2005 - 2011Responsible for testing proprietary hosted merchandising software programs on several mobile devices to ensure a timely and quality software release. Technical Writer - July 2005 - 2011Responsible for the creation, maintenance, and management of all company documentation.Account Manager - January 2005 - July 2005Served as the account manager for all company clients.Technical Support Specialist - October 2004 - January 2005Responsible for providing hardware technical support for end users of several models of Dell, HP, and Compaq handheld PDA devices.

Associates, Computer Information Systems

Masters, Music Education

Activities and Societies: Southern Pride Marching Band, GSU Symphonic Wind Ensemble, GSU/Statesboro Symphony Orchestra, The Stoutbeats Ska.