Chase DeCoster Resume

Act as a primary point of contact for customers, coordinating with cross-functional teams to escalate and resolve high-priority technical cases, ensuring customer satisfaction and adherence to SLAs
Lead troubleshooting efforts for complex technical challenges, ensuring timely resolutions and maintaining high levels of customer satisfaction
Utilize Salesforce to track customer interactions, manage tickets, and maintain accurate client records to ensure a seamless customer experience.
Facilitate and manage escalations by coordinating meetings with stakeholders to accelerate the delivery of solutions.
Collaborate with product and engineering teams to develop support processes, troubleshooting steps, and solutions to create an internal and external knowledge base in Confluence.

Create and maintain internal documentation
Configure AWS cloud infrastructure for maximum technical and budgetary efficiency
Manage IAM groups/users and Linux server authorization
Manage Docker containers to ensure consistent application performance across environments.
Monitor VPC Flow Logs and network traffic
Plan and implement network security measures to protect data, software and hardware.

Utilized proprietary Cornerstone ticketing system to track and resolve client concerns
Assessed, triaged, and resolved ethernet circuits and PRI/POTS systems
Coordinated with the NOC and network engineer team to facilitate prompt resolution of incidents
Assisted field techs with installation/troubleshooting using remote access technologies i.e SSH
Provided training, support, and mentorship to new hires
Received continuous positive feedback from clients and consistently ranked no. 1 in productivity

Provided one-on-one behavioral interventions for autistic youth
Consulted and collaborated with educators and parents in regards to student progress
Documented analyzed students’ weekly progress and reported outcomes during team meetings

Hi, I'm Chase DeCoster.