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Associate Principal Engineer

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Capable User Technician experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.

Customer-focused Application Support and Implementation Specialist with expertise in incident management, system configuration, and UAT across healthcare and financial services. Demonstrates effective de-escalation of customer issues, ensuring SLA adherence and clear communication. Committed to enhancing user experience through training and cross-functional collaboration.

A Dynamic SaaS Product Support and CRM/ERP Functional Specialist with over five years of experience in optimizing enterprise CRM and ERP platforms. I have managed over 2,500 monthly support tickets, achieving a 65% improvement in resolution efficiency and a 70% reduction in escalations, all while consistently maintaining a customer satisfaction rate of 96%. I played an instrumental role in the implementation of CRM systems for more than 1,000 enterprise users across Sales, Finance, and Operations departments. My proven ability to collaborate effectively with Product, Engineering, and Quality Assurance teams enables successful release validation and issue resolution. Additionally, I possess hands-on expertise in Sage Intacct, AccuLynx, SQL validation, user acceptance testing coordination, service level agreement monitoring, and operational process improvement.

Operations and Support Specialist with over 15 years of experience optimizing digital workflows, managing ticket queues, and delivering high-quality customer experiences across healthcare, finance, and service industries. Expert in non-phone support environments including email, chat, and CRM systems. Proven ability to reduce turnaround times, improve SLAs, and build scalable processes that enhance efficiency and service delivery. Adept at documentation, project coordination, and digital operations for remote-first teams. Seeking a remote role to leverage expertise in workflow optimization, client success, and digital support.

Jonathan Thomas

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User Support Technician I

Information Technology Intern

Customer Service Representative

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Bachelor of Science - Information Technology

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User Support Technician I

Information Technology Intern

Customer Service Representative

North Dakota State University

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