Jon Escobar Email & Phone Number

Remote

Webwoven Technical Services, LLC provides web development, software consultations, and other information technology services for mostly small to mid-sized businesses. Founded in 2001, our primary focus has been SaaS CRM application hosting and has now expanded to include general custom development for any application or industry

Baton Rouge, Louisiana Area (Remote)

I served as the sole technical support resource for most of my 10 years with the company, advancing into many other job roles, such as systems and database administrator, trainer, and account manager. My time with RTG was split between 2007 to 2015 and 2017 to the end of 2019.Responsibilities: • Troubleshot various software issues related to ACT! CRM and the RTG add-on iTrACT via phone, email, and remote access software (GoToAssist)• Managed application, web, and SQL servers, both internally for hosting and externally for clients• Created, deployed, and decommissioned servers using VMware vSphere• Took on a proactive account management role to ensure stability of client hosting and client satisfaction with services • Assisted in testing and troubleshooting internal web application used to manage hosting • Repaired damaged databases using utilities, data migration techniques, and SQL Studio • Coordinated and performed updates, upgrades, and conversions of client databases • Authored public and internal knowledge base articles

Toronto, On (Remote)

Originally hired as a contractor in 2015, then as an employee in January of 2016, I served as the technical manager of the ACT! application and database hosting service, as well a technical support resource for clients for my entire two years with the company.Responsibilities: • Managed the deployment and maintenance of internal Windows servers running Act! and Microsoft SQL Server, as well as various other applications and utilities, addressing server alerts and other issues as required• Onboarded new clients to the hosting service as the initial technical contact• Provided tier 2 client-side support for Act!, Microsoft SQL Server, and other related applications via phone, chat, email, and remote access software (LogMeIn Rescue)• Created new Act! databases for clients by importing data from sources such as Microsoft Office and Salesforce.com• Customized schemas and layouts for client databases, including extending the functionality of the Act! software using custom tables and add-on software• Coordinated and performed updates, upgrades, and conversions of hosted client databases• Provided training for ACT! CRM software and related applications • Repaired damaged databases using utilities, data migration techniques, and SQL Studio • Monitored nightly backups of client data• Provided help desk hosting support for internal staff• Managed user licensing compliance and other technical auditing

Lake Arrowhead, California (Remote)

I provided support and training for custom ACT! database, reports and document templates, and add-ons specialized for the mortgage origination industry. Responsibilities:• Troubleshot various software issues related to ACT! and related software via phone, email, and remote access software• Provided training catered to using ACT! for the mortgage industry • Performed manual and automated data migration between ACT! and Calyx Point loan software

Eugene, Oregon

Starting in general support, I quickly rose to technical support lead for a team of agents specializing in the support of the ACT! for Web application and related software and services. Responsibilities:• Provided tier 1 and 2 client support for ACT! and ACT! for Web• Provided help desk style support for my team and other technicians • Handled advanced support issues that were escalated by my team members • Tested product and documented bugs • Liaised with product development to provide a support perspective, including prioritizing support issues and recommending new features • Authored public and internal knowledge base articles