ALAN VESPERAS
S. San Francisco,CA
Summary
Results-driven Technical Account Manager with expertise in developing and implementing customer service protocols. Skilled in data analysis, strategic problem-solving, and team leadership. Proven success in enhancing customer satisfaction and fostering client relationships through effective strategies that drive loyalty and business growth.
Overview
12
12
years of professional experience
Work History
Principal Technical Account Manager
Tipalti
Foster City, USA
01.2019 - Current
- Advanced from support engineer to lead technical account manager, then to principal customer experience manager.
- Provided technical support for integration issues (SOAP and REST APIs, IPNs) between product and applications including NetSuite, Intacct, File Integration, QuickBooks Online for high-revenue accounts.
- Trained and mentored support engineers to enhance product support capabilities.
Technical Support Engineer - Tier 3
Anywhere Real Estate (ZapLabs)
Emeryville, USA
01.2016 - 01.2019
- Delivered technical support for ZapLabs Support Team, resolving issues and enhancing user experience.
- Reviewed API logs to identify issues, using SQL to search the company database, troubleshooting data transfers to and from multiple databases.
- Use SQL to analyze real estate related data.
- Monitored MLS data from IDX feeds to ensure accurate integration with our database.
- Trained and mentored new hires and lower-tier support specialists, improving team knowledge and service quality.
Technical Support Analyst - Tier 3
Intel Oncue
San Jose, USA
01.2014 - 01.2016
- Provided customer service and technical support while creating and managing accounts in Service Now, Salesforce, JIRA, and Kibana.
- Troubleshot video streaming issues on mobile devices to enhance user experience.
- Developed Tier 2 training curriculum to facilitate knowledge transfer for product release.
Education
Master of Science - Business Analytics
CA State University, East Bay
Hayward03-2017
Bachelor of Science - Business Administration and Management
CA State University, East Bay
Hayward03-2014
Skills
- Team leadership
- Troubleshooting Integration Issues
- Client relationship management
- Account management
- Troubleshoot NetSuite
- Troubleshoot Quickbooks
- Troubleshoot Intacct
- Project Management
- Jira
- Salesforce
- Zendesk
- SQL
- Excel
- Coralogix
- SOAP
- REST APIs
- SQL analysis
- Technical documentation
- Salesforce CRM software
- Root-cause analysis
- Problem-solving
Awards
- 2019, Outstanding Tipalti Technical Support Engineer
- 2020, Outstanding Tipalti Lead Technical Account Manager
Timeline
Principal Technical Account Manager
Tipalti
01.2019 - Current
Technical Support Engineer - Tier 3
Anywhere Real Estate (ZapLabs)
01.2016 - 01.2019
Technical Support Analyst - Tier 3
Intel Oncue
01.2014 - 01.2016
Master of Science - Business Analytics
CA State University, East Bay
Bachelor of Science - Business Administration and Management
CA State University, East Bay