Nathan Dumler

Worked in a daily case queue fixing account issues for end users on the database layer of our application. Outreached patients politely and clearly to help resolve issues regarding account configurations. Worked closely with engineering teams to escalate high priority issues on patient accounts or client services.

• One of the top performers on the team with number of cases closed as well as AHT Trained on all applications for my assigned book of business
• Utilized basic sql commands to update and maintain application databases
• Leveraged FHIR, Looker, AuthO, Kibana and twilio to troubleshoot and resolve patient issues.

Handled ticket and phone queue for high level device errors and configurations as well as escalations on high priority services and clients, lead and worked in teams dedicated to projects for new or high priority device and system roll outs or updates

• SME for support of company’s largest client leading projects to update scripts, firmware, and configurations on 2000+ linux based systems
• Trainer for new employees, and new processes or technology
• Led a network migration project for systems nationwide that totaled over 4,000+ devices
• Lead on systems integration project to join Service now and WhatsUpGold device tracking for automated up/down device ticket creation
• Maintained network data pipeline between roadside endpoints and backend data processors

Worked daily in ticket and phone queue handling device errors and building new site configurations, as well as rolled out processes and training for new devices and systems.

• Led the command center (~30 Technicians) in both tickets closed as well as inbound calls handled for 2020 and 2021
• Was first technician at Verra Mobility to learn support practices for all technologies in our book of business
• Tested and trained team in new ticketing system (ServiceNow)
• SME for Radar Recertification process for records keeping and training

Worked closely with field technicians to document and recertify radar devices for clients nationwide, nationally certified radar/lidar technician building documentation and appearing in court to defend business services.

• Created process documentation for team training
• Acquired national certification for operation of lidar and radar technology
• Built and maintained court documentation for legal disputes

Helped initial startup and continued business service for brand new ice cream shop. Managed staff, training, created process, and tracked data to provide excellent customer service.

• Tracked trending sales data to correlate with inventory stock to ensure proper flow of goods in and out
• Managed scheduling and training for staff of 10+ people
• Implemented process and service standards as well as scheduled event services for off-site events