Charles Fike

Adept Senior Technical Advisor with a proven track record at Domo BI Software, I excel in seamlessly integrating product solutions and enhancing user satisfaction. Skilled in SQL, Agile Methodologies, and fostering client relationships, I've significantly reduced resolution times and maintained compliance, demonstrating both technical expertise and exceptional communication abilities.

AWS Cloud Practitioner

Details available upon request: Medical Software Testing & Support Qudramed | Medical Software Testing & Support Electronic Data Systems | Medical Software Testing & Support Mir Mitchel | Banking & Data Processing Temple Inland | Banking & Data Processing Guaranty Bank | Banking & Data Processing Systematics

• Senior Technical Advisor, Domo BI Software, American Fork, Utah, 11/01/21, 02/01/25, Reported product defects and enhancement requests to the development team., Seamlessly integrated new features that improved end-user satisfaction., Actively managing 10 client accounts while improving communication between the account and the development and engineering teams., Consulting and implementing product solutions real time with the customers., Ensuring compliance and SLA metrics were maintained., Decreasing the time to resolution by working directly with the end user.
• Senior Engineer – Product Support Application Development, Fair Isaac Corporation (FICO), Austin, Texas, 04/01/12, 09/01/21, Strategically led product support and application development along as acting as the Facility Security Officer (FSO) and Insider Threat Protection Senior Official (ITPSO) for the Secure Flight initiative with the Transportation Services Administration (TSA)., Acted as the single point-of-contact for all customers of the Identity Resolution and Bladeworks software., Resolved technical issues and strengthened relationships with 30+ customer accounts., Served as the point-of-contact for professional services emerging issues and questions., Assisted in training and empowering the professional services team., Reported product defects and enhancement requests to the development team., Seamlessly integrated new features that improved end-user satisfaction., Installed, configured, and troubleshot software at many customer sites/locations., Delivered ongoing support and performance tuning., Executed patch upgrades for security vulnerabilities as well as hot fixes., Orchestrated performance tuning of large solutions and enterprise-level software., Boosted throughput and actively reduced batch runtimes., Supported QA teams and initiatives during daily stand up meetings., Recommended strategic actions and changes that aligned with QA/organizational goals and objectives., Opened and tracked tickets for support in JIRA., Engaged Developers in problem-solving activities., Reduced the overall time to solve issues.
• Technical Support Lead, Infoglide Software Corporation, Austin, Texas, 08/01/00, 04/01/12, Directly oversaw and led quality assurance testing, technical support, professional services implementation, and customer/product support for the company’s many software offerings., Actively designed and installed demo test beds and sandboxes that supported development, QA, pre-sales, and product management teams., Configured software for demonstrations, training, and testing on AIX, Linux, and Windows., Successfully demonstrated product proof-of-concept and many other active presentations of products to prospective and existing customers., Supported launches alongside the QA testing and development teams., Tested software for each new release on multiple operating systems and database platforms., Deployed, tuned, and optimized software at customer sites/locations., Expanded and strengthened relationships with the company’s key customers through fast problem-solving and answers to questions.