Summary
Overview
Work History
Education
Skills
Languages
Timeline
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ROSTIN OKAMBA

Fort Worth,TX

Summary

I am passionate about technology, helping people, and continually growing in my career skills.
I am a quick learner, who thrives in fast-paced environments, and an excellent multi-tasker, who is both highly technical and personable as well.

Overview

5
5
years of professional experience

Work History

Technical Account Manager

Tipalti
Plano, TX
08.2020 - Current
  • Independently managed support relationships for Tipalti’s top tier assigned accounts
  • Provided proactive support by identifying, detecting and resolving issues even before customer has an opportunity to report them
  • Set up routine touchpoints with assigned customer and be their technical advisor.
  • Conducted customer touchpoints, executive business reviews and proactively monitor customer health.
  • Educated customers on products and services as well as general technical information.
  • Provided white glove support to customers post-implementation (for 30-60 Days), ensured successful onboarding to Tipalti platform
  • Established plans for technical success and monitor them regularly.
  • Worked internally with various teams (implementations, engineering, product, customer success) to ensure timely support for our customers
  • Shared product feedback with engineering, product, and the other internal stakeholders to drive product roadmap based on customer needs. Managed Ticketing (Zendesk), CRM (Salesforce), Issued Log (JIRA), Tipalti Admin Tools etc.
  • Assisted with the implementation of new client accounts, including product onboarding and implementation.

Service Desk Specialist

First Cash Financial Services, Inc.
Fort Worth, TX
04.2019 - 08.2020
  • Resolved issues on initial call 90% of the time using internal knowledge base, troubleshooting skills, experience and team resources.
  • Resolved network connectivity issues and corrected email irregularities.
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Troubleshoot hardware components on networks, including switches, routers and meraki AP's
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Maintained detailed documentation for all customers.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Worked on a 2 people project of setting up 10 stores in 2 days, We finished the project earlier than expected then we assisted another group in need.
  • Proposed to create a list of basic troubleshooting steps to send out to stores to reduce the call volume and allow techs to focus on major issues.

Technical Support Rep

Liberty Tax Service
Virginia Beach, VA
12.2018 - 04.2019
  • Initial installation and configuration of desktops and peripherals.
  • Supported software and hardware installations, configuration and troubleshooting of workgroup networks, broadband ISP connections, and Liberty Tax Service Proprietary applications.
  • Supported user remotely using Logmein remote access.Support various support Projects, analyze customer problems, and formulate plans of resolution.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Proactively look for way to improve processes, operations, and the customer experience.
  • Documented incidents thoroughly and accurately on zendesk.

Education

Web Development Bootcamp

Southern Methodist University
03.2022

Bachelor of Science - Petroleum Engineering

University of Wyoming
Laramie, WY
12.2018

Skills

  • Customer Service
  • Project Management
  • Troubleshooting
  • Networking
  • Active Directory
  • TCP/IP
  • DNS
  • Windows
  • Linux
  • Problem Solving
  • AWS
  • Azure
  • Office 365
  • JavaScript
  • HTML
  • CSS
  • MySQL
  • CI/CD
  • DevTools

Languages

French
Native/ Bilingual

Timeline

Technical Account Manager

Tipalti
08.2020 - Current

Service Desk Specialist

First Cash Financial Services, Inc.
04.2019 - 08.2020

Technical Support Rep

Liberty Tax Service
12.2018 - 04.2019

Web Development Bootcamp

Southern Methodist University

Bachelor of Science - Petroleum Engineering

University of Wyoming

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ROSTIN OKAMBA