Chris Schultz

Experience

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  PC Club

  May 2002 - Jul 2004

  Assistant Store Manager

  Performed management duties over sales force and technical repair deskPerformed quality assurance on tech work done in the storePerformed periodic inventory and bin countsPerformed duties of both sales and in house technician as neededManaged non-moving inventory and coordinated efforts with other stores to reduce thisProcessed RMA products for store replacementsManaged incoming inventory shipmentInterfaced with headquarters for corporate level decisionsPerformed auditing of nightly till counts and bank depositsPlanned special promotional events at the storeProcessed store Accounts Receivable Show less

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  Choice Hotels International

  Dec 2004 - Jan 2006

  Property Support Technician I

  Supported end-users at hotel franchises on the Profit Manager, ChoiceLINK, and Choice Advantage software platformsVerified SQL backups were successful for disaster recoveryTroubleshooting issues related to credit card processing and batch reportingImplemented a system to schedule sites for the diagnosis, removal, or re-imaging of workstations due to viruses or spyware across multiple shiftsProvided support as a tech lead on the support floorCoordinated enterprise level support with Research and Analysis department for down system emergenciesCoordinated workstation and server parts replacement with Dell business support, as well as field techniciansProvided training on software platforms as requiredProvided general functionality support and bug reporting for all software platforms Show less

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  TeleDirect International

  Jan 2006 - Nov 2009

  Provided first tier support for the Liberation product line and integrated systemsTroubleshooting T-1 lines to PABX and PSTN in both CAS and PRI configurationsTroubleshooting, installing, and configuring Dialogic software and hardwarePerformed remote and on-site installations and expansionsInstalled, configured and supported Microsoft SQL Server 2000 and 2005Performed custom scripting changes and SQL Server work for customers on implementation projectsCoordinated with outside vendors to perform field service work for customersWorked with advanced support and engineering departments to determine root cause analysis and implement solutionsCreated documentation for implementation of new features and updated existing documentation for current versions Show less Responsible for roll out of Liberation platform 6.6.XPerformed project management duties to schedule on site visits, down time, and backupsPerformed quality assurance tests on customer's databases to ensure the upgrade is successful on site.Coordinated all travel schedules for upgradesFacilitated conference calls of multiple vendors and customers to prepare for any changes during the on-site visitProvided on-site training for feature changes and functionality changes for all site contactsDeveloped security procedure for transport of sensitive customer data from the remote site to a secured server for on site testingCoordinated with IT department to verify data was removed using a multi-pass formatting toolDeveloped documentation for complete upgrade procedures and troubleshooting stepsCreated documentation for implementation of new features and updated existing documentation for current versionsTrained internal employee to transition role in preparation to migrate to another internal positionEnsured quality of upgrades were consistent and preserved a 100% success rate of conversion from older platformsTroubleshooting T-1 lines to PABX and PSTN in both CAS and PRI configurationsTroubleshooting, installing, and configuring Dialogic software and hardwarePerformed on-site expansions Show less

  • Product Support Technician

    Feb 2007 - Nov 2009

  • Product Upgrade Technician

    Jan 2006 - Feb 2007
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  Pure Heart Christian Fellowship

  Jan 2007 - Sept 2011

  Assimilation Coach

  Group facilitator for Celebrate RecoveryAssimilation Coach for Celebrate Recovery

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  Monkey Paw Entertainment, Inc.

  May 2008 - Dec 2024

  Senior Director of Production

  Manager of Audio/Video Equipment and allocation for all Monkey Paw ConventionsConstructs annual budgets for new equipment needs for lighting, audio, and cablingConstructs reoccurring purchases for consumable goodsNegotiates rental equipment costs and providers local to each conventionManages a staff of audio engineers, lighting technicians, and stage handsConstructs programming grid for main events productionsCoordinates technical needs with Rave Department, Guest Relations, and Band Management, and Programming DirectorsWorked with US Department of Homeland Security and US Secret Service to design, and implement crowd control and riot policies during dual presidential rallies in 2016. Show less

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  Noble Systems

  Nov 2009 - Nov 2011

  Technical Support Analyst

  Supported hardware and software platforms for Noble Systems Liberation and Data-Tel product linesTroubleshooting T-1 lines to PABX and PSTN in both CAS and PRI configurationsTroubleshooting, installing, and configuring Dialogic software and hardwarePerformed remote and on-site installations and expansionsInstalled, configured and supported Microsoft SQL Server 2000 and 2005Performed custom scripting changes and SQL Server work for customers on implementation projectsDesigned maintenance plans and replication of data for reporting purposesWorked with engineering department to determine root cause analysis and implement solutionsManaged upgrade and installation projects for Noble products, as well as the Encore Suite provided by dvsAnalyticsCoordinated with field services and on-site technicians to perform hardware replacements and troubleshootingProvided remote training on the features of the Liberation product linePerformed on-site and remote software upgradesCreated documentation for implementation of new features and updated existing documentation for current versions Show less

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  Phoenix Comicon

  May 2010 - Jan 2014

  Managed supplies for First Response Team for multiple conventions Scheduled and supervised staff of 125 Coordinators and Agents across multiple shifts for multi-site conventions Designed, implemented, and trained on policies based upon conditions and requirements of the First Response Team, the convention, and the attendees Oversaw field operations for First Response Team in conventions with greater than 24,000 attendees Answered requests for information and clarification about policies for attendees both online, and on site Served as a point of escalation for security-related issues Coordinated with other departments within the convention to provide staffing for moving guests, equipment, and manage access to events Worked with contracted security staff to provide the most efficient method of crowd control and provided them with convention requirements Show less

  • Audio Video Coordinator - Night Programming

    Dec 2012 - Jan 2014

  • Director of First Response Team

    May 2010 - Dec 2012
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  ImageTag

  Nov 2011 - Apr 2012

  Senior Technical Support Engineer

  2nd Level support for ImageTag software platformSQL Server 2005/2008 supportHardware and Virtualized environment specializationIntegration to Microsoft ERP systemsAP Invoice workflow and approval processingRoot-Cause AnalysisProvide direct leadership and escalation for first tier support

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  EnChoice®, Inc.

  Nov 2011 - Feb 2022

  Manager of Technical Support and Maintenance Engineer, Technical Product Manager - Platform

  • Monitor incoming cases and ensure that adequate coverage and appropriate resources are available to handle within published SLAs• Be the first point of escalation for cases that require special handling• Provide technical assistance to team technicians and directly to customers and partners as needed• Monitored call queues, case queues in Salesforce, and case aging metrics to adhere to company standards, and contracted service level agreements• Met or exceeded a consistent 9.5/10+ customer satisfaction rating (lifetime)• Conduct regular case review meetings for standards and aging• Update and monitor knowledge base and ensure team members contribute as cases are resolved • Provide case support and escalation as a Senior Support Engineer where required• Build, maintain, and manage Support virtual environments in both Hyper-V and AWS• Experience with multiple Microsoft ERP systems• Proficient in SQL Server, .NET programming(VB.NET, C#), performance analysis, and integration design• Provide inter-department communication for all support matters• Primary author of Support Policies and Procedures• Simultaneously managed software QA Department from 2013 through 2017• Primary author of Release Notes for Releases and Rollups• Performs new code tasks for the product and develops fixes for defects• Product Manager for Binary Stream MEM integration for GP Pro Client• Participates in Sales cycles and prospective customer calls to discuss Support and escalation processes.• Scopes and escalates customer requests to Professional Services or Sales• Provided root-cause analysis to both internal teams, Development for fix generation, and customers with appropriate severities and timelines Show less

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  Arcules

  Feb 2022 - Dec 2024

  Customer Care Manager

  Manage Customer Care Technical Support TeamManage technical escalations to Customer care by both developers and other business unitsEscalate technical issues to development teams as neededManage Customer Care Salesforce InfrastructureNetwork and connectivity troubleshootingConfiguration and optimization of security camerasMaintenance of Knowledge Base Articles and Intercom environmentHelped develop customer onboarding processHelp to implement our Japan team for support and field service engineeringAttended industry trade shows Show less

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  Milestone Systems

  Jan 2025 - now

  Customer Care Manager

  Manage Arcules Customer Care Technical Support TeamManage technical escalations to Customer care by both developers and other business unitsEscalate technical issues to development teams as neededManage Customer Care Salesforce InfrastructureNetwork and connectivity troubleshootingConfiguration and optimization of IP security camerasMaintenance of Knowledge Base Articles and Intercom environmentHelped develop customer onboarding processHelp to implement our Japan team for support and field service engineeringAttending and consulting at industry trade showsPerform and generate onboarding training materials Show less