CURTIS LORD
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
Tipalti
01.2024 - Current
- Developed complex SQL queries to generate detailed customer reports, to support their financial operations, assist with fraud detection, and monitor user activity.
- Queried and analyzed SQL and NoSQL databases to resolve escalated customer issues and provide actionable insights.
- Ensured accuracy in cost reporting and data analysis by maintaining clean, reliable data.
- Improved operational efficiency through manual and API-driven database updates, ensuring database integrity and proper versioning.
Technical Account Manager
Tipalti
10.2023 - 01.2024
- Took point as support and technical resource for yellow/red accounts in order to prevent churn
- Hosted weekly forums to evaluate customer needs and strategize operational improvements, fostering satisfaction and retention.
Technical Account Manager
Total Expert
07.2022 - 08.2023
- Conducted in-depth consultations on customer KPIs and goals, aligning strategies with business objectives.
- Present, demo, and discuss third-party software integrations with customers, in order to ultimately draft SOW's and contract sales
- Acted as project coordinator and project manager for all ongoing customer operations with Professional Services and Engineering teams for assigned strategic accounts.
Senior Support Engineer
SAP
06.2021 - 07.2022
- Regularly met with strategic accounts in order to obtain and analyze feedback, in order to integrate it into future product enhancements.
- Traced root causes of bugs using logging tools as well as analyzing HAR files.
- Participated in QA and Beta testing of new Process Intelligence product, while also spearheading round table discussions on product with participating customers
IT Analyst 2
Smoothie King
03.2021 - 06.2021
- Became the first in-house administrator to Data Central software by actively meeting with Data Central support engineers/managers
- Automated new POS installation and update process via Powershell, so that POS setup for new stores was no longer a manual process
- Built and maintained both internal and virtual lab in Azure for both vendors and internal team
Software Support Specialist
ECi
11.2018 - 03.2021
- Participated in customer demos as backup support to ensure that errors within software could be quickly resolved
- I was the lead support engineer for customers participating in beta testing Printanista software, due to experience with the FMAudit product
- Regularly assisted Implementation with database migrations
Education
High School Diploma -
Marcus High School
01-2007
Skills
- SQL
- API
- Postman
- Customer escalations
- Fraud analysis
- Single Sign-on
- Excel
- Custom reporting
Timeline
Technical Support Engineer
Tipalti
01.2024 - Current
Technical Account Manager
Tipalti
10.2023 - 01.2024
Technical Account Manager
Total Expert
07.2022 - 08.2023
Senior Support Engineer
SAP
06.2021 - 07.2022
IT Analyst 2
Smoothie King
03.2021 - 06.2021
Software Support Specialist
ECi
11.2018 - 03.2021
High School Diploma -
Marcus High School