Patrick Chen

Experience

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  Upside Software

  Nov 2010 - Aug 2012

  Client Support Analyst

  Upside Software was Acquired by Sciquest at 2012• Responsible for solving application and database issues through CRM system (Salesforce&Jira)• Providing solutions, testing, bug fixing and data fixing support for over 30 enterprise level clients via telephone, email and screen-share live meeting requests• Managing databases and backups for more than 100 enterprise clients (Confluence)• Creating SQL queries upon client's request• Gather requirements, design, and build customizations such as application interfaces, business process workflows, reports, and custom websites using C#.NET and SSIS• Maintaining hosted customer's application and database servers via remote desktop connection Show less

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  SciQuest

  Aug 2012 - Nov 2015

  Technical Support Specialist

  • Responsible for solving application and database issues through CRM system (Salesforce&Jira)• Providing solutions, testing, bug fixing and data fixing support for over 30 enterprise level clients via telephone, email and screen-share live meeting requests• Managing databases and backups for more than 100 enterprise clients (Confluence)• Creating SQL queries upon client's request• Gather requirements, design, and build customizations such as application interfaces, business process workflows, reports, and custom websites using C#.NET and SSIS• Maintaining hosted customer's application and database servers via remote desktop connection Show less

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  Marsh & McLennan Companies

  Apr 2016 - Oct 2016

  Tier II Business Application Support Analyst

  • Acknowledges, updates and resolves incidents in the company’s incident management and tracking tool • Investigates and diagnoses incidents • Provides caller an estimated time for resolution within ticket handling SLA timeframes • Monitors assigned incidents and prioritizes accordingly • Reviews all open, in-work, and pending incidents within ticket handling SLAs • Provides incident resolution and recovery • Communicates with caller regarding status of incident • Updates knowledgebase entries; creates and maintains systems Frequently Asked Questions and Answers (FAQ) and procedures to effectively reply to users queries • Determines escalation if unable to resolve • Works closely with Tier 1 team as well as Tier 3 project teams • Identifies misrouted tickets and re-assigns them appropriately; if correct assignment is not known, makes note in the ticket and assigns it to the correct regional/operational service desk for re-assignment Show less

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  Stericycle

  Oct 2016 - now

  Technical Account Manager

  • Health care automatic appointment reminder services for hospitals and clinics. (Voice, SMS, Email)• Manage client databases, issues, problems and functional questions posed by enterprise-level customers, while: a) effectively triaging and setting appropriate customer expectations; b) thoroughly and concisely documenting interaction, and c) utilizing appropriate customer service skills, as business needs dictate.• Establish and maintain a good relationship with clients.• Modify SQL queries to extract relevant data from clients' databases.• Connect with clients to gather all the information required to setup new accounts/campaigns and implement the same.• Prioritize and manage all open requests to ensure that they are resolved accurately and in timely manner within predefined SLAs.• Create documentation on resolution, which would enable new resources to adapt/learn quickly.• Help team members to resolve issues/requests efficiently.• Be the product expert and provide relevant product information to the clients about their account and best practices.• Responsible for multiple projects or tasks showing ownership and accountability.• Perform other related tasks and duties when required.• Provide on-call support to ensure urgent client requests are addressed and resolved within predefined SLAs.• Provide support on a rotational shift basis, as needed. Show less