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Customer Service Technical Support

Palo Alto, California, United States
May 23, 2018

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Charles B. Rivers

*** ****** *****, **** **** Alto, CA 94303

PH: 408-***-**** email:

Sales Implementations Tier 2 Technical Support Engineer Customer Success SME SaaS API CallCenter Implementations


Over 15 years of increasingly responsible experience in the areas of Customer Service Technical Support Solution Customer Needs Assessment & Fulfillment Communications & Interpersonal Skills Hardware Installations Call-Centers and Case Management Operating Systems - Unix OS.

Innovative Application of Technology: Subject Matter Expert in improving customer service, optimizing product efficiency and troubleshooting complex technical issues

Teaming and collaboration: Proven coach and cross-functional team member skilled at building relationships and lowering aged cases to defined targets, with improved customer satisfaction

Customer Relations: Provides 2nd-level support and resolution to problems and service requests based on technical knowledge and skills

Case Management: Manage and facilitate cases which require immediate escalation

Communication Skills: Strong communication and interpersonal skills: able to interact effectively with internal customers, external clients and senior management. Communicates and assists college personnel to diagnose and reconcile the severity of the service request

Customer Retention: Sound customer relationships and negotiation skills


2010 – Present Sr. Technical Support Engineer, - Endicia, Mountain View, CA

Post Sales implementation responsibilities which includes collaborating with customer to discuss details of their current workflow, system requirements, database integration needs, asses and recommend the best solution(s) that will best fit their individual needs. Be able to implement desired solutions in a seamless manner

Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

Monitor and research trends related to customer roadblock, effectively report findings to Product Team, provide recommendations for prioritizing and allocating resources to ultimately solve specific bugs or defects

Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

Responsible for creating several entries for our internal Knowledge Base, as well as our external FAQ's

Diagnose and troubleshoot customer issues, come up with creative and long-lasting solutions to meet customer needs

Working with web services, XML, ODBC, and basic database queries. Experience in software technical setup and integration. Working knowledge of, Supervisor or equivalent CRM tool, working level working knowledge of networking, printer drivers, proxies, firewalls

Experiences in data file and database manipulation of data contained in common file formats (XML, CSV, tab-delimited, etc.) Working knowledge of web services, SQL, CSV, XLS, XML ODBC, and basic database queries.

2009 – 2010 Engineer, Consumer Account Manager, GreenRoad Technologies, Redwood City, CA

Acts as a single point of contact for first and second level support, reporting and tracking service support issues manage service requests, rma's, resolve, opening and dispatching cases to field tech to strategic location on time and resolving assigned strategic enterprise accounts utilizing Salesforce Database, Records incidents into trouble ticket system and escalating them to Second or Third Level Support

Work with parents and teens drivers to improve their driving safety utilizing the most innovative driver safety and risk management service solution combining immediate in-vehicle safety feedback with a host of web based tools to create immediate driving safety improvement and improved miles per gallon ensuring a great overall experience

Manage safety related communication with parents and teens as well as program partners as well as Manages and/or set customer expectations

Troubleshooting password log in issues, SSH keys, configurations, account creations/terminations, some dev/qa support, create excel spread sheet, maintain communications with consumers and develop annual volume forecast and manage forecast monthly to deliver committed volume and communicate accurate business trends and fluctuations in assigned accounts, create and develop and maintain appropriate documentation

2006 – 2009 Engineer, Customer Support-Americas, Verint Systems (Witness), Santa Clara, CA

Acts as a single point of communication for reporting and tracking customer issues manage service requests, resolve intricate client infrastructures and facilitate technical support for assigned strategic enterprise, enables organizations to capture, analyze, and act on cross-functional information concerning workforce performance, customer interactions, and customer service processes

All facets of trouble-ticket management including initial issue logging, ticket assignment, status reporting, internal and external escalations, and general coordination through to ticket closure.

Impact 360 Workforce Management provides a broad range of functionality, including: forecasting and scheduling, planning, adherence and management, agent self-service, kpi scorecards, eLearning, adherence monitoring, including quality monitoring and high-volume compliance recording solutions that record multimedia interactions, including traditional voice, Web chat, and email

Works well in and supports a team environment, Strong oral and written communication skills, excellent problem-solving skills, excellent follow-through and ownership answering customer calls, responding to customer emails, creating support tickets, tracking & reporting on tickets, issue diagnosis, replication, troubleshooting, resolution, and documenting solutions

Proven ability to manage multiple tasks with shifting priorities and timeframes

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex equipment, computer systems, complex software, or networked and/or wireless systems

Provide Java support, Unix, upgrade, enable java from browser, utilizing i.e., Firefox, chrome

2002 – 2006 Senior Lead, Strategic Accounts, @Road Inc, Fremont, CA

Supervise and Manage the GPS Strategic Support Team to sustain group efficiencies and effectiveness of reconciling customer related cases

Manage service requests, create RMA’s, resolve intricate client infrastructures, and facilitate technical support for assigned strategic enterprise accounts

Provide proactive first-level support for all software, hardware and network associated issues

Advise internal and external customers on obscure technical system configurations. Key contributor in installing several Mobile Resource Management networking applications

Sustain team integrity and foster collaborative group environments with field associates, clients and internal customers

Establish sound business relationships, influence customer confidence and encourage conducive client partnerships, by communicating resolutions and eta’s effectively

Negotiate maintenance protocols with wireless carriers to expedite the reconciliation of customer

outages, thereby reducing system recovery times for “net-down” customers

1995 - 2002 Senior Specialist, Premier Account Operations, Aspect Communications, San Jose, CA

Delivered scalable product and software solutions (upgrades, modifications, revisions) to

Strategic Account Partners and Field Engineers

Provided extensive technical service to customers and field technicians on new product deployments; thereby promoting product quality, brand recognition and good customer relations

Educated and serviced customers on database design and custom report configurations. Lead contributor in driving positive customer relations and sustaining continuous customer retention

Provided technical assistance to several product installations; contributing to the overall success, functionality and reliability of the network

Reconciled and troubleshot complex hardware, software, and customer requests specific to the database design, call flow and customized reports, perform unix queries for troubleshooting

Vehicled training and facilitated new process and procedures to the team. Continuous results in employee continuity, improved customer satisfaction and process consistency

Educated and mentored junior account specialists and customer operation representatives

1993 - 1995 Senior Specialist, Operations, Telebit Corporation, Sunnyvale, CA

Provided technical telephone support of the Netblazer Product Line and Multi-Protocol (dial up)

Router to end-users, third party distributors and software engineers

Maintained support of the Worldblazer, T3000, T2500 and Fastblazer Modems. Championed the development of modem scripts for Third Party Logistic (TPL) customers

Installed, configured and modified routers specific to: TCP/IP, Novell, Appletalk, ISDN, Switch 56, and FrameRelay environments

Replicated customer contingency errors, documented anomalies and escalated product obscurities to Product Engineering


1989 – 1993 Senior Analyst, Network Operations, Vitalink/Network Systems, Fremont, CA

Provided customer support for hardware and software configurations and installations

Novice knowledge in troubleshooting Cisco Routers, Ethernet and Token Ring installations


B.S.E.E, Nielsen Electronic Institute

Radioman ‘A’ School – U.S. Navy - Telecommunications



Aspect Communications: Acd Release 6-8, Portal Contact Server, Egain Telecall (Predictive dialer), Installation and Maintenance

Generations System, eService Web Support, Application Bridge, Kana Response

Telebit Corporation: Dialup Routing, Modem Configuration, Router Configuration

Vitalink Communications: Basic Unix, Basic Lan & Troubleshooting, Network Design, Protocol

McDonell Douglas/BT: Troubleshooting Public Switching Network, T1 & T3

@Road: Networking Communications, Mobile Resource Management –


Telebit: Outstanding Employee of the Quarter


Operating Systems: Windows 10, 8, XP, Vista, 98, 95, NT, Microsoft PowerPoint, Excel, Project, Outlook, SharePoint and Visio, Apple

Applications: Informix, Databases (MSQL, Sybase, Salesforce, Priority 12), queries, schema, stored procedures, Oracle-SQL-GUI, TCP/IP, X38, FTP, SMTP, Reflections, MS Excel, Access, Power Point, Report Writer/Runner, Familiar, DOS, Unix Sun OS, DNS, WINS, VoIP,

Hardware: IBM PS/2, Clones, Token Ring, Ethernet, Fiber Optics, SynOptics (10BaseT, Rs232 & V.35), Wyse 50, Britton Lee 500 SQL and Metaphor servers, DSU 56 Switches, MonoFrad Frame Relay, Work stations, Routers, Hubs, Bridge, Codex, Hayes, Microcom, U.S. Robotics modems, PBX

Software: Egain, Kana Response, CTI & Prospect CTI, Telecall Predictive Dialer, Agent Desktop, RealTime, DataServer, Cognos, Java

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