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Jake Nicol

Jake Nicol

Peer Counselor

Followers of Jake Nicol552 followers
location of Jake NicolMinneapolis, Minnesota, United States

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  • Timeline

  • About me

    Customer Success Manager at Fortra

  • Education

    • University of Minnesota Duluth

      2007 - 2011
      Bachelor's degree Criminology

    • North Hennepin Community College

      2006 - 2007

  • Experience

    • Arrowhead Regional Corrections

      Sept 2010 - Dec 2010
      Peer Counselor

      -Supervising groups of clients and leading group discussions -Participation in court hearings-Personal client counseling

    • Apple

      Aug 2011 - Jun 2015
      Technician

      -Determining root cause of software and hardware issues. -Up to date Apple hardware and software certification for mobile and computer repairs-Strengthening customer relationships and finding the right solution for users. -Training groups of people on how to use Apple products. -Training new employees on how to properly troubleshoot software/hardware issues while maintaining the companies steps of service.

    • Starkey Hearing Technologies

      Jun 2015 - Jun 2018
      Technical Support Consultant

      -Onsite and remote computer assistance for Audiologist’s and field representatives-Software and database maintenance-Support investigations related to faulty hearing aid components and sub assemblies-Assist engineering groups in triaging wireless interference -Maintaining troubleshooting and fitting records for Audiologists, patients and field representatives inPivotal Software Client

    • Calabrio, Inc.

      Jun 2018 - Nov 2022
      Customer Success Engineer Level II

      Support top enterprise and strategic customers by providing seamless communication and proactive support including daily meetings and metric reviewsAchieved 100% annual customer satisfaction rate by developing and maintaining strong relationships that promote client retention, growth, and loyaltyInstall, maintain, and administer proprietary quality management call recording software that interfaces with customers contact center environments (Cisco, Avaya, Amazon, CJP, Five9, Twilio)Lead weekly training for L1 engineers and new hires by conducting case reviews and assisting on complex issuesTroubleshooting a wide variety of technical issues including call recording, networking, Microsoft SQL database maintenance, Microsoft Windows Server, Active Directory, Cisco Unified Call Manager and Citrix Server. Network issues reviewed using Wireshark, Telnet, Traceroute, Ping and other methods Show less

    • Fortra

      Nov 2022 - now
      Customer Success Manager

  • Licenses & Certifications