Tammy Morris
Colorado Springs,Colorado
Summary
Experienced client support engineer skilled in providing technical assistance and resolving complex issues. Demonstrates a strong commitment to teamwork and achieving tangible results. Possesses exceptional troubleshooting skills, system analysis expertise, and effective customer communication abilities. Known for reliability, adaptability, and a results-oriented mindset.
Overview
29
29
years of professional experience
Work History
Client Support Engineer (Client Success)
Numerated Growth Technologies
09.2023 - 07.2024
- Company Overview: FinTech Software, Commercial Lending
- Onboarding, implementation, management of client (SaaS) cloud-based platforms (AWS, FIS, COCC).
- Configuration and maintenance of client workflow, rules with emphasis on accounts, pricing, declines, and other critical aspects
- Form Building - client loan pages, customer loan pages, editing, demographic collection, state & federal regulations and more.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Demonstrated exceptional analytical skills by diagnosing complex software issues promptly and escalating them when necessary.
- Took ownership of Issues and Change Requests setting proper and realistic expectations to deliver prompt solutions.
- Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
- Collaborated with cross-functional teams to improve product quality and reduce customer complaints.
Systems Engineer/Application Admin
eQ Technologic
07.2021 - 07.2023
- Company Overview: eQube Integration Suite, Integration Backbone
- Maintained up-to-date knowledge of emerging technologies, incorporating innovative solutions into existing systems when appropriate.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Deploy, maintain, administrate software products, eQube and third-party integrations.
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Seamless data integration/migration, data modeling/transformation maps, API, analytics.
- Addressed issues on ancillary software, applications, networks, and hardware to optimize performance, connections, and security of products/solutions.
- Implementing PLM products (Teamcenter, Windchill).
- Configured and optimize Oracle Databases, JBOSS, WebSphere, Apache and more.
Technical Writer
Lucidworks
12.2020 - 06.2021
- Create and update technical documentation used by developers and application end-users
- GitHub repository files, Google Docs/Forms/Sheets, Confluence pages, Microsoft Visual Studio, AsciiDoc, command line interface (CLI) and API documentation.
- Manage multiple assignments simultaneously with frequent deadlines.
- Develop and perform manual test scenarios in software applications to determine functionality and process flow for each window and its components (menus, fields, buttons, and interface points to other windows and functions).
- Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
- Managed version control and timely updates of documents through effective project tracking and organization skills.
- Coordinated with subject matter experts to ensure the accuracy of technical content in documentation projects.
- Conducted thorough document reviews to identify inaccuracies, inconsistencies, or areas needing clarification.
- Edited and proofread technical documents for accuracy and consistency.
- Proofread copy written by colleagues to correct spelling, punctuation, and grammar.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Technical Support Engineer | Technical Educator
Oracle, Inc.
05.1995 - 07.2020
- Company Overview: Oracle, INC developing and marketing database software and technology, cloud-engineered systems, and enterprise software products (acquired Stellent/Optika)
- Senior Support Engineer (Remote) Oracle WebCenter products, providing support for SQL backend, Web Servers, and custom integrations (API, WSDL/REST).
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Oracle WebCenter Content Management: Document management, Capture & Image, Forms Recognition, Digital Assets, Record Management, On-Premises & Cloud.
- Developed AI flows for Oracle Service Requests (SRM/CRM), enhancing support processes and providing faster solutions.
- Mentor global teams in CRM, diagnostic methods and Knowledge for accurate records, escalations and Knowledge (internal/eternal).
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Tested new software and hardware prior to deployment.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Optimized support workflows, reducing average resolution time.
- Analyzed support ticket trends to predict and prevent future issues.
- Provided mentorship to junior support engineers, fostering culture of continuous learning and improvement.
- Self-motivated, with a strong sense of personal responsibility.
- Senior Technical Oracle University Instructor of Oracle products, delivered education at Oracle University Sites USA (95% travel).
- Designed custom integrators curriculum & delivered comprehensive education for Optika/Stellent/Oracle software development kit (SDK) and application programming interface (API/REST/NATIVE).
- Received consistent positive feedback from trainees regarding course content quality, presentation style, and overall experience satisfaction levels.
- Provided ongoing support for alumni of technical training programs, answering questions or offering additional resources when needed.
- Senior Lead Technical Instructor Optika/Stellent WebCenter content products creating content and delivering expert education at the Colorado Springs Training Center, global customer and business partner sites.
- Senior Technical Support Engineer at Optika, supporting customers and business partners for on-premise Optika Content Management, including backend SQL, scan, OCR, and storage hardware.
Education
Bachelor of Science - Computer Information Systems
Chapman University
Skills
- Active Listening
- Adaptability
- Agile Methodology (knowledge)
- Analytical Critical Thinking
- API (Native, Rest)
- Application Installations
- Application support
- Attention to Detail
- Client Relationship Building
- Cloud Support
- Code, Script Analysis
- Compassionate, Respectful, Honest, Open
- Complex Concepts to Simple Explanation
- Continuous Improvement
- Cross-Group Collaboration
- Customer Focused
- Customer Issue Resolution
- Customer Success Advocate
- Customer Support
- Database Varieties
- Decision-Making
- Diagnostic
- Digital Communication
- Effective Communication
- Empathetic
- Escalation Management
- Flexibility
- Friendly
- Grasp Complex Concepts
- Grasp Software
- Helpdesk Administration
- Highly Professional
- HTML/XML/CSS
- Incident Management
- Implementation
- Integration
- Interpersonal Skills
- Java/JavaScript
- JIRA/Confluence
- JSON
- Knowledge Contribution
- Knowledge Maintenance
- Mentor
- Multi-Task
- On-Premises
- Operating systems Windows/Linux/MAC
- Organizational Skills
- Ownership to Resolution
- Patient
- Positive Customer Experience
- Proactive
- Professionalism
- Problem Solving
- Rapport-Building
- Remote Support
- Remote Technical Support
- Root Cause Analysis
- SaaS
- Software Support
- Self Motivation
- Software Upgrades
- SQL
- SQL Script
- System Testing
- Team Collaboration
- Teamwork and Collaboration
- Technical issues analysis
- Technical specification writing
- Technical Support
- Technical Troubleshooting
- Ticket Systems Management
- Tier I, Tier II, Tier III Support (L1, L2, L3)
- Time Management Abilities
- Training
- Training Development
- Troubleshooting
- User Training
- Verbal Communication
- Virtualization Technologies
- Written Communication
Recognized
"Excellence in Customer Satisfaction and Support"
"Outstanding Performance and Work Ethic"
Timeline
Client Support Engineer (Client Success)
Numerated Growth Technologies
09.2023 - 07.2024
Systems Engineer/Application Admin
eQ Technologic
07.2021 - 07.2023
Technical Writer
Lucidworks
12.2020 - 06.2021
Technical Support Engineer | Technical Educator
Oracle, Inc.
05.1995 - 07.2020
Bachelor of Science - Computer Information Systems
Chapman University
Similar Profiles
Nicole SerutoNicole Seruto
Vice President at Plant Growth Technologies Inc.Vice President at Plant Growth Technologies Inc.
Rajeev Singh RawatRajeev Singh Rawat
Account Support Manager (US Network) at Modern Growth Technologies Pvt. Ltd. (Also known as TheSqua.re)Account Support Manager (US Network) at Modern Growth Technologies Pvt. Ltd. (Also known as TheSqua.re)
Ellen ShiehEllen Shieh
National Sales Supervisor at Small Business Growth AllianceNational Sales Supervisor at Small Business Growth Alliance