TIMOTHY PARK
La Vista,NE
Summary
Software support professional with 10 years of experience supporting complex products across a global dealer network. Primary subject matter expert for 23 products, resolving complex customer and system issues, analyzing production data, and connecting customers, developers, and support teams to drive effective solutions. Experienced in QA/UAT, reporting automation, product documentation, and translating complex technical issues into actionable solutions.
Overview
21
21
years of professional experience
Work History
Senior Software Product Specialist
Supportworks, Inc.
03.2016 - 08.2026
- Primary Subject Matter Expert for 23 software products used by a global network of over 80 dealer businesses with a user base of 4,000.
- Technical escalation point for developers when issues could not be reproduced. Identified recurring defects, provided production evidence, influenced product changes, participated in releases, and verified fixes through UAT.
- Supported salespeople, sales managers, and business owners by resolving complex product, pricing, workflow, quoting, CRM, integration, permissions, and configuration issues that stopped daily operations.
- Managed customized customer environments with up to 500 products, including product catalogs, pricing, options, workflows, quoting behavior, and CRM behavior. Resolved configuration issues and educated customers on system use.
- Used MySQL against production data to investigate issues and identify dealer-specific pricing, regional and global patterns, software adoption trends, and version adoption. Findings supported business reporting and business decisions, pricing recommendations, and adoption of newer software versions.
- Created and maintained automated reports using MySQL, Bash, and cron covering software and version adoption, network partner reporting, sales, and operational metrics. Also produced ad hoc queries and network partners' manual reports that previously required about an hour each; were streamlined through repeatable reporting and automation.
- Helped drive adoption of newer software versions and products and contributed data and technical insight to pricing recommendations, helped dealer businesses operate more smoothly and profitably.
- Created test plans and test cases and performed regression, exploratory, stress, compatibility, and build verification testing across desktop, web, and mobile applications.
- Developed product expertise to support technical inquiries and resolve complex customer questions.
Helpdesk Technician
Lewis Central School District
01.2014 - 01.2016
- Delivered technical support for computers, software applications, and peripherals across school district, ensuring seamless access and functionality.
- Diagnosed and resolved hardware, software, configuration, and user-access problems while performing repairs, installations, upgrades, and system maintenance.
- Assisted teachers, administrators, and district staff via district ticketing system, consistently recognized as one of the top-performing technicians.
- Received Support Staff Member of the Month award (October 2015) in recognition of improving the responsiveness, quality, and overall service experience of technical support for students and teachers.
Counter Intelligence Agent
Best Buy
01.2012 - 01.2014
- Diagnosed and repaired customer computers, operating systems, and software, providing technical recommendations and educating customers on technology use.
- Consistently lead in sales for Geek Squad's key annual warranty/service product, contributing to overall department success.
Site Supervisor
Securitas USA
01.2006 - 01.2012
- Supervised 5-person security post, managing scheduling, staffing coverage, employee concerns, and training to ensure operational effectiveness and compliance with security protocols.
- Acted as the primary on-site contact for the client company, coordinating staffing needs, special events, operational concerns, and security requirements.
- Trained new guards and reviewed incident reports, ensuring accurate reporting of timesheets and operational events to Securitas headquarters for streamlined operations.
Education
Associate of Applied Science - Audio Recording Technology
Northeast Community College
Norfolk, NE01-2010
Skills
- Software & Product: Application Support, Product Support, Technical Support, Troubleshooting, Issue escalation, Root Cause analysis, Client training
- Data & Analysis: SQL, MySQL, Production Data, Data Analysis, Error Logs, JSON, Excel, Power BI
- QA & Delivery: UAT, Test Plans, Test Cases, Regression Testing, Exploratory Testing, Stress Testing, Compatibility Testing, Defect Reproduction, Build Verification, Software Releases
- CRM & Integrations: Salesforce, Salesforce Lightning, Improveit 360, JobNimbus, CRM Integrations, Permissions, System Configuration
- Automation & Tools: Python, Bash, pandas, Matplotlib, cron, Reporting automation, Jira, Jira Service Management, Help Scout
- Leadership & Business: Requirement analysis, KPI Development, Process Improvement, Technical Documentation, Cross-functional teamwork Employee Training
Timeline
Senior Software Product Specialist
Supportworks, Inc.
03.2016 - 08.2026
Helpdesk Technician
Lewis Central School District
01.2014 - 01.2016
Counter Intelligence Agent
Best Buy
01.2012 - 01.2014
Site Supervisor
Securitas USA
01.2006 - 01.2012
Associate of Applied Science - Audio Recording Technology
Northeast Community College