Summary
Overview
Work History
Education
Skills
References
Email
Timeline
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Erik Grimes

Phoenix,AZ

Summary

Seasoned Technical Resource from OvationCXM, adept in troubleshooting and mentoring, with a track record of elevating junior team performance and achieving over 95% customer satisfaction. Excels in analytical problem-solving and effective communication, demonstrating a strong commitment to continuous learning and team development.

Overview

13
13
years of professional experience

Work History

Technical Resource (Hybrid SME/Team Lead)

OvationCXM
Tempe, USA
01.2022 - Current
  • Dynamic and highly knowledgeable Technical Support Resource (TR) with a proven track record of providing exceptional support and training to junior technical agents
  • Experienced in researching and resolving complex technical issues efficiently while offering guidance and mentorship to enhance team performance
  • Dedicated to staying updated with the latest industry trends and technologies to deliver top-notch support solutions
  • Provide comprehensive support and training to junior technical agents to enhance their technical skills and troubleshooting capabilities
  • Conduct in-depth research to identify and resolve complex technical issues promptly, ensuring minimal disruption to operations
  • Serve as a subject matter expert (SME) on various technical topics, including software applications, hardware components, and network configurations
  • Collaborate with cross-functional teams to develop and implement effective training programs and materials tailored to the needs of junior agents
  • Act as a mentor and advisor to junior agents, offering guidance and assistance in resolving escalated support cases
  • Continuously assess and evaluate training methodologies and materials to ensure relevance and effectiveness in meeting organizational objectives
  • Stay abreast of emerging technologies and industry trends to provide proactive support solutions and recommendations
  • Document and maintain a comprehensive knowledge base of technical solutions and best practices for reference by junior agents
  • Participate in ongoing professional development activities to enhance technical knowledge and skills
  • Exceptional technical proficiency in troubleshooting software, hardware, and network issues
  • Strong communication and interpersonal skills to effectively convey technical information to non-technical audiences
  • Proven ability to mentor and coach junior team members to foster their professional growth and development
  • Excellent research and analytical skills to identify and resolve complex technical problems efficiently
  • Detail-oriented with a focus on accuracy and precision in documenting technical solutions and procedures
  • Ability to work collaboratively in a fast-paced environment and adapt quickly to changing priorities and requirements
  • Proficient in utilizing various tools and resources for researching technical issues and providing support solutions
  • Strong organizational skills to manage multiple tasks and priorities simultaneously while meeting deadlines
  • Commitment to continuous learning and self-improvement to stay updated with evolving technologies and industry best practices

Technical Support

OvationCXM
Tempe, USA
04.2020 - 12.2021
  • Served as the primary point of contact for customers experiencing technical issues with products or services
  • Troubleshoot and resolve issues, provide guidance on product functionality, and ensure a positive customer experience using strong communication skills, technical problem-solving abilities, and the capacity to work in a fast-paced, customer-focused environment

Research Analyst

Multi-Systems Inc
Phoenix, USA
01.2016 - 07.2018
  • Handled technical troubleshooting escalations using SQL and Visual Studios
  • Use SQL to load SQL databases to research ongoing issues with Client databases
  • Create fixes to software source codes and Database stored procedures to submit for Development implementation
  • Communicate critical issues with multiple teams
  • Worked with other departments to arrange client upgrades to software and reduce downtime

Support Supervisor

Multi-Systems Inc
Phoenix, USA
01.2012 - 01.2016
  • Maintain control of support floor with multiple support technicians
  • Interview hire and train new employees
  • Handle customer escalations
  • Submit employee payroll and employee time off
  • Monitor incoming call volume using Shortel Call systems
  • Prepare Daily Reporting on call volume and rising trend in ticket issues
  • Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%)
  • Handled 30+ technical/mission-critical calls daily and consistently met high service standards

Education

A.D. - Computer Information Systems program

ITT TECH UNIVERSITY
Phoenix, AZ
06.2012

Skills

  • Exceptional technical proficiency in troubleshooting software, hardware, and network issues
  • Strong communication and interpersonal skills
  • Proven ability to mentor and coach junior team members
  • Excellent research and analytical skills
  • Detail-oriented with a focus on accuracy and precision
  • Ability to work collaboratively in a fast-paced environment
  • Proficient in utilizing various tools and resources for researching technical issues
  • Strong organizational skills
  • Commitment to continuous learning and self-improvement
  • Strong analytical skills
  • Training and mentoring

References

  • Sarah Grill, sarah.grill@ovationcxm.com, 630-310-4193
  • Briana Whinery, Whinery.b@gmail.com, 480-793-3747

Email

Egrimes112@Hotmail.com

Timeline

Technical Resource (Hybrid SME/Team Lead)

OvationCXM
01.2022 - Current

Technical Support

OvationCXM
04.2020 - 12.2021

Research Analyst

Multi-Systems Inc
01.2016 - 07.2018

Support Supervisor

Multi-Systems Inc
01.2012 - 01.2016

A.D. - Computer Information Systems program

ITT TECH UNIVERSITY

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