Robert J Envall

• Assisted customers with troubleshooting technical issues via phone and email support.
• Documented customer interactions and solutions in ticketing system for future reference.
• Collaborated with team members to resolve complex technical problems efficiently.

Worked for UKG/Ascentis answering busy phone and email queues. Assisted clients and vendors with navigating proprietary software application

Participated in an extensive proprietary software training program. Ultimately did not move into the position.

• Only dedicated trainer and support employee to provide in-depth guidance for new E-Discovery product offering
• Primary trainer for both employees and clients
• Present and train potential business partners on product use and additional features
• Attend Case Manager Training and complete the duties required by the position
• Position evolved into support and training for existing larger product offering
• Answered busy 800 line which ultimately transformed into an email queue
• Assisted legal professionals with discovery
• Trained legal professionals on the use of our software offerings
• Tested application improvements and documented results
• Created and distributed documentation
• Led team and was sole contact on outside contract opportunity
• Mentor and train new hires

• Provide remote hardware and software support to solve complex customer problems
• Provide training and installation of product
• Provide extensive technical support for SQL 2008
• Provide support for Windows 7, Windows 2003 and 2008 server, including Active Directory
• Provide support for IIS 6.0 and greater including .NET Framework
• Complete Quality Assurance testing to identify program bugs and enhancement opportunities
• Create, review and update knowledge articles for both internal and external customers