Charles Rivers
Palo Alto,CA
Summary
Dynamic Technical Support Specialist with extensive experience from Tigo Energy to Bank of America demonstrating exceptional problem solving and customer experience management, Excelled in implementing solutions that reduced production costs by 100%, showcasing expertise in technical troubleshooting and fostering high customer satisfaction Proficient in Oracle-SQL-GUI and adept at fostering positive relationships across all levels.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Support Specialist Solar
Tigo Energy
01.2020 - 01.2024
- Responsible for assisting customers in designing, installing, and configuring Tigo MLPE and Tigo EI systems
- Maintain high-level knowledge of Tigo MLPE products, including hardware, software, and service offerings
- Maintain high-level knowledge of Tigo EI products (inverters, ATS, and Batteries), including hardware, software, and service offerings
- Analyze data from voltage, current, and status bit graphs to identify issues
- Coordinate troubleshooting solutions with installers via email and phone calls
- Support Tigo systems by troubleshooting and providing timely resolutions
- Support working knowledge of Oracle (RightNow) CRM, Salesforce CRM, Zendesk CRM, Supervisor, JIRA, or equivalent CRM tool, working knowledge of networking, printer drivers, proxies, and firewalls.
- Resolved 30 technical support inquiries per day.
Production Technical Support III Engineer I.T.
Bank of America
01.2018 - 01.2020
- Provided upgrades on desktop and laptop, saving company 100% production cost with 0% downtime to improve speed and reliability while multitasking and resolving immediate on-time issues while working under pressure on timeline
- Analyzing, debugging, and fixing application issues under defined service-level agreements
- Detail problem solver; meeting goals and expectations, strong organizational skills; good judgment and decision making, creative thinker, independent worker but collectively team-oriented ability to communicate in a clear, positive, service-minded manner with variety of colleagues
- Manage to establish positive, effective working relationships at all levels
- Self-starter takes ownership and accountability for assigned work, articulate, outgoing, and dedicated to documentation and detail
- Dedicated employee, Quick learner, adaptable to condition presented, troubleshooting all lines of technical issues, application errors, password key reset, configurations, dispatching field personnel support, maintaining communications with bankers, setup iPhone, iPad, android, desktop, laptop, Mac, upgrade to win-10, cisco phones configuration, remote support in workstation.
Sr. Technical Support Engineer
Stamps.com - Endicia
01.2010 - 01.2018
- Post Sales implementation responsibilities include collaborating with customer to discuss details of their current workflow, system requirements, and database integration needs, assessing and recommending best solution(s) that will best fit their individual needs
- Seamlessly implement desired solutions
- Effectively communicated with customers to resolve complex technical issues related to maintenance, use, and repair of Endicia products on multiple platforms
- Monitor and research trends related to customer roadblocks, effectively report findings to Product Team, and provide recommendations for prioritizing and allocating resources to solve specific bugs or defects ultimately
- Ensure service delivery on time to meet contractual Key Performance Indicators (‘KPIs’)
- Manage customer escalations resulting in high customer satisfaction
- Creating entries for internal knowledge base, as well as external FAQs
- Diagnose and troubleshoot customer issues and come up with creative and long-lasting solutions to meet customer needs
- Experience in software technical setup and integration
- Working knowledge of Oracle (RightNow) CRM, Salesforce CRM, Supervisor, JIRA or equivalent CRM tool, working knowledge of networking, printer drivers, proxies, firewalls
- Experience in data file and database manipulation of data contained in common file formats (XML, CSV, tab-delimited, etc.) Working knowledge of web services, SQL, XLS, XML ODBC, and basic database queries.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Engineer, Consumer Account Manager
GreenRoad Technologies
01.2009 - 01.2010
- Acts as single point of contact for first and second-level support, reporting and tracking service support issues managing service requests, rma's, resolving, opening, and dispatching cases to field tech to strategic locations 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 teen drivers to improve their driving safety by utilizing innovative driver safety and risk management service solutions 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, and manage set customer expectations
- Troubleshooting password log-in issues, SSH keys, configurations, account creations/terminations, some dev/qa support, maintaining communications with consumers and developing annual volume forecasts, and managing forecast monthly to deliver committed volume and communicate accurate business trends and fluctuations in assigned accounts, create and develop and maintain appropriate documentation.
- Managed approximately 40 incoming calls, emails, and faxes per day from customers.
Engineer, Customer Support-Americas
Verint Systems (Witness)
01.2006 - 01.2009
- Acts as a single point of communication for reporting and tracking customer issues manages service requests, resolves intricate client infrastructures, and facilitates 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
- 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, and enable Java from the browser.
Education
B.S.E.E - Electronics Technology
Nielsen Electronic Institute
Charleston, SC06.1984
Radioman ‘A’ School - Telecommunication
U.S. Navy - Telecommunications
San Diego, CA02.1985
No Degree - Cyber Security
Palo Alto Networks
Santa Clara03.2021
Skills
- Operating Systems: Windows 10, 8, XP, Vista, 98, 95, NT, MS Excel, MS Word, Project, Outlook, SharePoint and Visio, Apple-Mac, Remedy
- Applications: Informix, Databases (MSQL, Sybase, Salesforce, Priority 12), , schema, stored procedures, Oracle-SQL-GUI, TCP/IP, X38, FTP, SMTP, Reflections, MS Excel, Access, Report Writer/Runner, Familiar, , DNS, WINS, VoIP, Remote Desktop
- Hardware: IBM PS/2, Clones, Token Ring, Ethernet, Fiber Optics, SynOptics (10BaseT, Rs232 & V35), Wyse 50, Britton Lee 500 SQL and Metaphor servers, DSU 56 Switches, MonoFrad Frame Relay, Workstations, Routers, Hubs, Bridge, Codex, Hayes, Microcom, US Robotics modems, PBX, Citrix, HVD, Horizon
- Software: Egain, Kana Response, CTI & Prospect CTI, Telecall Predictive Dialer, Agent Desktop, RealTime, DataServer, Cognos, Java, VMWare, Webex, Jira, Bloomberg, Thomson One, Acrobat Professional, PowerPoint
- Technical Troubleshooting
- Remote IT Implementation
- Remote Support
- Incident Management
- Customer Support
- Application support
- Customer experience management
- Customer Success Management
Certification
- ACE – Accredited Certify Configuration Engineer – Firewall Essentials: Configuration and Management
- 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 – GPS
Accomplishments
- Telebit - Outstanding Employee of the Quarter
- Endicia - Outstanding Employee of the Quarter
Timeline
Technical Support Specialist Solar
Tigo Energy
01.2020 - 01.2024
Production Technical Support III Engineer I.T.
Bank of America
01.2018 - 01.2020
Sr. Technical Support Engineer
Stamps.com - Endicia
01.2010 - 01.2018
Engineer, Consumer Account Manager
GreenRoad Technologies
01.2009 - 01.2010
Engineer, Customer Support-Americas
Verint Systems (Witness)
01.2006 - 01.2009
B.S.E.E - Electronics Technology
Nielsen Electronic Institute
Radioman ‘A’ School - Telecommunication
U.S. Navy - Telecommunications
No Degree - Cyber Security
Palo Alto Networks
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