Kourtney Krogman
Lake Lillian,MN
Summary
Customer-oriented Support Engineer skilled in understanding client needs through diverse cultural experiences and a keen ability to recognize patterns. Demonstrates strong problem-solving skills and a commitment to delivering exceptional service. Proven track record of enhancing customer satisfaction and streamlining support processes. Aims to leverage technical expertise to contribute to a dynamic team and drive continuous improvement.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
8x8 Inc
Minneapolis, MN
04.2020 - Current
- This role has allowed me to exercise leadership by promoting team-building, creating and executing a training plan, and handling sensitive issues with high-level customers. I was able to quickly resolve issues by working with the front and back-end, analyzing DNS, firewall, and router changes in customer’s networks, analyzing .har files, and working closely with other departments. In the process, I was able to familiarize myself with web APIs and integration issues with third-party products, such as Salesforce and HubSpot.
Enterprise Support Engineer
Trimble Transportation
Minneapolis, MN
02.2019 - 02.2020
- When I first started in this position, I was a technical support engineer. Through hard-work and determination, I quickly moved up within the company to enterprise and maintained a consistent monthly survey score of 90% and above. Within this role, I troubleshot eDriver logs, sent firmware updates to prevent possible threats from penetrating networks, and processed RMA and billing issues using Netsuite. I primarily worked with high-level company administrators, installers, and semi-truck drivers.
Bilingual Customer Support Representative
Van Wagenen Financial Services
Minneapolis, MN
10.2018 - 02.2019
- This role consisted of collecting auto insurance data from customers located in French and English Speaking Canada for large institutions to ensure compliance with federal law. As such, I honed in on my skills using CISCO data-tracking services to accurately track and collect necessary data as well as translating Canadian French to English Insurance form information.
Education
Computer Science And Programming
University of Denver
Denver, CO06-2022
Bachelor of Arts - International Business And French
Minnesota State University Mankato
Mankato, MN07-2018
Bachelor of Science - French B2 & C1 Certificate
Université Lumière Lyon 2
Lyon, France06-2017
Some College (No Degree) - SIP School Certification
The SIP School
RemoteSkills
Oracle Log Analysis
Wireshark
SIP Protocols
APIs
Contact Center Experience
10 Years in Customer Support
Cisco
Familiarity with HTML, CSS, Javascript
Salesforce and Hubspot Integrations
Call Flow Analysis
Network Analysis
Languages
French
Full Professional
Spanish
Elementary
Timeline
Subject Matter Expert
8x8 Inc
04.2020 - Current
Enterprise Support Engineer
Trimble Transportation
02.2019 - 02.2020
Bilingual Customer Support Representative
Van Wagenen Financial Services
10.2018 - 02.2019
Computer Science And Programming
University of Denver
Bachelor of Arts - International Business And French
Minnesota State University Mankato
Bachelor of Science - French B2 & C1 Certificate
Université Lumière Lyon 2
Some College (No Degree) - SIP School Certification
The SIP School
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