Chance R. Koch

***** * ******* ******

Aurora, CO 80014

303-***-****

adigx3@r.postjobfree.com

EXPERIENCE

Garbanzo Mediterranean Fresh, Centennial, CO — Director of Information Technology and Database Administrator

December 2019 - Present

- Support several quick service restaurant concepts with ERP administration, point of sale support, integrations, cameras, and communications

- Windows system administration, setting credentials, monitoring licenses, and overall application support

- Secure network setup and support for office and restaurant locations

- Provide full desktop support of all technology facets including troubleshooting, onsite repair, and maintenance

Upserve, Denver, CO — Technical Support Specialist

August 2018 - December 2019

- Supply Tier 1 Customer Support for restauranteurs in relation to POS systems, card terminals, menu building, billing/reporting, and additional software support via phone, chat, and email.

- Assisted with troubleshooting network difficulties and providing solutions to bring their hardware (POS, printer network, access points, Meraki routers) back online

- Educate the customers on how to complete many of these processes on their own and provide an overall “one and done” call resolution

- Recommend upgrades and provide suggestions for more effective use of the software

Evolve Vacation Rental, Denver, CO — Homeowner Success Manager

August 2017 - July 2018

- Educate and support a rapidly growing network of homeowners with a number of tasks including booking concerns, listing changes, reviews, billing, and upholding Evolves 4 Core Standards

- Publish immediate updates to homeowners public listing to ensure accurate information was supplied to prospective renters

- Document all activities within Salesforce and respond to the owners via phone, email, and chat

- Support new hires during their training with shadowing, case management, and de-escalation

FullContact, Denver, CO — Customer Support Advocate

November 2016 - July 2017

- Provided customer support and technical support for our SaaS via email, chat, and social media for contact management apps and API data services in a startup environment

- Partnered with data warehouse to resolve contact database issues

- Submitted trouble tickets for developers when bugs arose

- Assisted with weekly webinars, managed social media accounts, and resolved billing issues while working directly with accounting

- Engaged in the interviewing and training process for new team members

- Implemented new live chat feature with product team to decrease response times and increase customer satisfaction

U.S. Bank, Denver, CO — Tier II/ Customer Service Manager

July 2008 - March 2016

- Serviced banking needs for consumer and business portfolios that included deposit accounts, business software/sales, merchant services, and commercial loans. Strong emphasis on seeing each issue from beginning to end using the appropriate CRM software

- Supported call center bankers and clients in person, as well as remotely by phone, chat, and email. Assisted in navigating their resources and applying them in the appropriate formats while ensuring adherence to all procedures and guidelines

- Provided escalated support in relation to website issues, token issuance, linking of accounts to 3rd party software, in-house software, bug reporting, beta testing, and application issues. Took customer calls when last point of escalation was required

SKILLS

Oracle Netsuite

Database Admin

SaaS

Cloud based software

Networking

Startups

Web-based Applications

Point of Sale systems (Brink/Aloha)

Integration Support

CRM

Salesforce

Zendesk

Slack

Meraki

API and data services

Siebel

SharePoint

HTML

VMware

Microsoft Windows/Office Suite/O365

Active Directory

Mac OS

iOS and Android

Google Suite

EDUCATION

University of Colorado, Denver, CO — Communications

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