Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Joseph Barb

Georgetown

Summary

Dynamic Senior Technical Consultant with a proven track record at Popdock/eOne Solutions, excelling in API integrations and customer service. Spearheaded successful implementations, enhancing user experience and knowledge sharing. Recognized for technical writing and problem resolution skills, driving project completion and team development in fast-paced environments.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Senior Technical Consultant

Popdock/eOne Solutions
Austin
01.2020 - Current
  • After successfully leading my customer support role for Popdock and the application began getting acclimated by more users, we hired more customer support technicians, and I began consulting to manage and prioritize multiple projects with timelines to see them to finish.
  • At the same time, I helped to build the knowledge of the support team as I was seen as the subject matter expert for all things Popdock related.
  • Gathered information from direct users and our partner’s clients to access how they wanted to use Popdock for their implementation.
  • Lead Projects from start to finish to implement Popdock for various users with different scenarios and environments.
  • Once I successfully implemented Popdock with the lists they wanted to be viewable in their environments, I provided documentation and training on how to make changes and use the implementation.
  • While working in different environments I was able to gain knowledge of several CRM and ERP systems as well as some of the backend code used to query and customize their environment.

Popdock Support Specialist

Popdock/eOne Solutions
Austin
01.2018 - 01.2020
  • Brought onboard to lead and manage customer support for a new application eOne was launching.
  • Being in the early stages of launching I gained detailed knowledge of the application so I could support users with onboarding and environment setup.
  • I also created knowledge base articles and wrote blogs that would help current and future users with the application.
  • Led customers through onboarding and first steps to working with our cloud application, Popdock.
  • Wrote Knowledge Base articles and Blogs to give our customer base access to written documentation that helped them to learn how to use Popdock.
  • Became a knowledge expert for Popdock.
  • Worked directly with the Development Team to work through bugs and come up with new ideas and new integrations.
  • Helped to complete an Admin Tool written in React and C# to be used internally for our internal staff to be able to search accounts, create users, and assign users to accounts as well as other useful actions that were available through our API.
  • Used many tools to help in daily tasks such as connecting to our database to run queries to make updates to customer accounts to fix issues.
  • Postman was also a very helpful app when handling custom integrations with REST APIs.

Product Support Specialist

DeveloperProgram.com
Round Rock
04.2015 - 12.2018
  • Worked with the Program Manager for our largest client, Cisco, to maintain and support the Solution Partner Program.
  • Supported Partners who were actively involved or wanting to become active in the Solution Partner Program with Cisco.
  • This program gained companies visibility in Cisco’s Marketplace as well as avenues to get involved in Cisco Conferences.
  • Helped to maintain the Developer Program that managed the clients Partners and Solutions.
  • Worked directly with Cisco’s Marketing Team to push email campaigns to their Partners for events and webinars.
  • Created monthly metrics and support reports for all activity happening with the program using Excel, Access for larger amounts of data, and Logi Reporting.

Developer

ShipStation
Austin
01.2013 - 02.2015
  • Managed support for issues related to bugs in the application, identifying fixes, and developed new features to enhance the application.
  • Troubleshot and determined which code was the point of failure and worked to resolve it.
  • Learned backend code and developed knowledge of C#, HTML, CSS, JavaScript, PHP, EXTJS, Node, Backbone.
  • Used Fiddler to modify HTTP traffic for troubleshooting purposes.
  • Attached locally using IIS to find point of failure and set breakpoints and step through to thoroughly analyze and fix the issue.
  • Processed critical issues by identifying bugs and changes in APIs and updating our code.
  • Wrote features for application as well as new integrations such as with Groupon Goods.

Lead Support Engineer

ShipStation
Austin
01.2012 - 01.2013
  • Provided leadership and technical support to the support team, software development team, and account managers.
  • Performed 2nd & 3rd level core troubleshooting on software problems.
  • Developed and tested new features for online businesses; delivered accurate technical solutions.
  • Gained valuable experience working with SQL, C#, JavaScript, Backbone, and PHP.
  • Learned Application Programming Interfaces (APIs).
  • Responsible for maintaining large fund transfers on a daily basis to keep the white label application going.

Customer Support Manager

ShipStation
Austin
01.2011 - 01.2012
  • Managed customer support queues daily; directly supported customers with general end-user inquiries and technical issues in a timely manner.
  • Efficiently responded to internal and external customer requests via phone, chat, and email.
  • Provided service support for ShipStation and Auctane.
  • Executed and validated new upgraded software releases and assisted with user operation and testing.
  • Performed 1st level core troubleshooting on software problems and delivered accurate technical solutions.

Operations Manager

Syndicate Technologies
Round Rock
03.2008 - 12.2011
  • Manage business functions and supplier relations including procurement, logistics, business development, product selection, pricing terms, and contract negotiations.
  • Supervised customer order process, ensuring accuracy, quality service, and support.
  • Proactively managed all open orders, tracking and prioritizing as required.
  • Ensured efficient coordination and operation of logistics including distribution, shipping, and receiving.
  • Performed cross-functional problem solving by researching account transactions; recognizing and resolving discrepancies on invoices; and reconciling accounting and inventory issues.
  • Maintained and edited company website and on-line product catalog.

Technical Support Specialist

Dell Inc.
Round Rock
06.2004 - 03.2008
  • Provided phone-based technical support for Dell products.
  • Assisted customers in determining problems and provided resolutions on technical and service problems.
  • Later moved to the E-Support Team which provided support through email and chats.
  • Provided 1st level technical support on Dell products, software, and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product.
  • Used troubleshooting techniques and tools to identify technical defects/issues.
  • Actively supported the customer in all aspects through problem resolution, keeping the customer informed and updated throughout life of incident.
  • Maintained knowledge of Dell's product line and service offerings along with future industry products and technologies by attending technical training sessions.
  • Silver Star Award, received for ranking top 10%
  • Elevated to Gold Technical Support Position

Branch Support Specialist

TruWest Credit Union
Austin
10.2001 - 06.2004
  • Responsible for the daily travel to each location to maintain ATMs, delivery/pickup of important documents, as well as helped as back up teller when needed.
  • Assisted VP as well as branch managers with daily operations.
  • Developed and maintained spreadsheets to track operations of tellers and managers.
  • Created PowerPoint presentations for VP and Managers to present to the President, Vice-President, Board of Directors, and Management corporate wide.
  • Assisted Information and Technology Department as the Austin contact person for help with many technical issues needing my assistance.
  • I helped in the roll out of our new PCs in which I was given the Administrator login and confidential networking information to connect a number of Dell systems onto the network.
  • Developed a tracking spreadsheet for our Qwiksell program which became a resource for the credit union to use to award employees and branch locations.
  • Responsible for maintaining and balancing 9 ATMs.
  • Developed knowledge of ATM operations and constantly saved service calls which cost the Credit Union around $500 a call.
  • Assisted in rewriting of ATM Policy and Procedures for company.
  • Volunteered to be on the ATM Team which serviced ATMs after hours if they happened to go down.
  • Eventually became the lead of the ATM Team which trains others and handles the scheduling of who is on duty.
  • Successfully completed national credit union program; received STAR Certification.

Education

Associate of Applied Science Degree - Microcomputer Applications

Austin Community College
Austin, Texas
01.2007

Skills

  • Customer Service
  • API Integrations
  • De-escalation Handling
  • Software/SaaS Support
  • SQL Database Queries
  • Technical Writing
  • Technical/Hardware Support
  • Understanding Programming Code
  • KB/Blog Writing
  • Research and Competitive Analysis
  • Account Management
  • Problem Resolution
  • Visual Studio
  • Microsoft IIS
  • SQL
  • Adobe Photoshop
  • Adobe Illustrator
  • C#
  • Word
  • Excel
  • Outlook
  • PowerPoint
  • Access
  • APIs
  • Postman

Certification

  • CompTIA A+
  • MCP (Microsoft Certified Professional)

Timeline

Senior Technical Consultant

Popdock/eOne Solutions
01.2020 - Current

Popdock Support Specialist

Popdock/eOne Solutions
01.2018 - 01.2020

Product Support Specialist

DeveloperProgram.com
04.2015 - 12.2018

Developer

ShipStation
01.2013 - 02.2015

Lead Support Engineer

ShipStation
01.2012 - 01.2013

Customer Support Manager

ShipStation
01.2011 - 01.2012

Operations Manager

Syndicate Technologies
03.2008 - 12.2011

Technical Support Specialist

Dell Inc.
06.2004 - 03.2008

Branch Support Specialist

TruWest Credit Union
10.2001 - 06.2004

Associate of Applied Science Degree - Microcomputer Applications

Austin Community College

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