Technical Customer Support Engineer

David Nasset, Sr.

Kent, WA

m: 253-***-****

adwi9i@r.postjobfree.com

Professional Summary

Dedicated professional with Information Technology expertise spanning technical support, issue resolution, and customer service success for leading organizations

A dynamic and motivated professional with the background and proven work ethic to guide and support technical support operations, customer service delivery, compliance, and more. Dedicated team member who is known for building rapport and positive relationships with end users, with the skillset to effectively explain technical concepts to non-technical users, develop technical documentation, efficiently resolve complex issues, and learn and apply new skills. Out-of-the-box thinker who is comfortable working in teams or independently to ensure solutions consistently meet or exceed goals. CompTIA A+ Certified.

Core Competencies

Technical Support

Backlog Management

Data Recovery

Customer Service

Escalation Management

Reporting & Documentation

Problem-Solving

Networking

Troubleshooting

Professional Experience

DocuSign, Inc., Seattle, WA, 2013 - 2022

SENIOR TECHNICAL SUPPORT ENGINEER

Played a key role in driving operational efficiency and excellence in clearing a backlog consisting of over 3,500 support cases within five months in 2013.

Provided exceptional customer support while assisting both technical and non-technical end users with advanced platform issues.

Fostered and maintained collaborative working relationships with engineering teams. Worked as a primary point of contact between lower levels of support and Engineering, including troubleshooting conflicts between the Demo environment and Production environment, system testing, and submitting bug reports.

Strengthened end user support by developing knowledge base articles and internal support documentation.

Adapted to quickly changing priorities within a fast-paced, high-volume environment.

Translated complex technical concepts into simple language for non-technical stakeholders.

Supported and utilized DocuSign integrations for Salesforce, SharePoint, eOriginal, Google products, and others.

Assisted customers with API troubleshooting including the capture of API (SOAP/XML and REST/JSON) calls via Chrome Developer Tools and Fiddler and analysis and troubleshooting of calls via Postman.

Assisted customers with Single Sign-On (SSO) with a variety of Identity Providers including Okta, Active Directory, Ping, OneLogin, and others.

Speakeasy, Inc., Seattle, WA, 2009 - 2011

SENIOR TECHNICAL SUPPORT SPECIALIST

Delivered high-quality support to customers in both business connectivity and hosting environments.

Acted as the single point of contact for technical, customer service, and billing support related to business connectivity products and hosting.

Fostered and maintained collaborative working relationships with colleagues and leadership teams.

Learned and applied new skills in an efficient manner based on business needs.

Influenced decision-making by communicating key technical insights to leadership and stakeholders.

Demonstrated a strong ability to execute sound and effective decisions in complex environments.

Siemens Business Services, Seattle, WA, 2005 - 2009

SENIOR TECHNICAL SUPPORT SPECIALIST

Leveraged technical expertise to provide second-tier and third-tier technical support to internal employees in the banking industry, including internal helpdesk, administration, laptop, software (Microsoft Office Suite, etc.), applications, networking, AD profile, and data recovery issues.

Maintained responsibility for performing Lenovo-certified laptop repair, data recovery, perform upgrades, and reimaging.

Education and Credentials

CompTIA A+ Certification

College Coursework in Computer and Network Support, Green River Community College and Highline Community College

Awards and Honors

Technical Support Excellence Award

Working Under Pressure Award

Persistence Award

Volunteerism and Activities

Participant, Pacific Rim Regional Collegiate Cyber Defense Competition

Additional Information

Technical Proficiencies: DocuSign Administrator, SSO, API, A+, MS Office Suite (Word, PowerPoint, Excel, Outlook), Digital Certificates, Linux, SQL, CRM, SaaS, Salesforce, Asset Management, ITIL

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