Scot Gulley

Technical Implementation, Support, and Consulting

As a Technical Professional in SAAS, I act as the primary technical contact for customers seeking technical support and implementation by providing expert insights with API, Data Migration, SSO, web languages, and applying scripts for efficient problem-solving. I collaborate with product/programming and consulting teams to resolve high-priority issues, gather technical information for troubleshooting, track and manage bugs/findings using JIRA, and contribute to project documentation.

Tech stack

Systems:

Windows PC, Linux, Mac OS,  SOAP and REST APIs

Languages:

HTML, CSS, PHP, SQL, Javascript, Powershell, Python, Node

Software:

Postman, Kibana, Zendesk, Zapier, JIRA, Splunk, Okta, Entra/Azure

Certifications

  • CompTIA Security+

  • CompTIA Network+

  • CompTIA A+

  • CompTIA Cloud Essentials

  • LPI Linux Essentials

Typeform

Provided high-level technical consultation for Enterprise-level clients and the Typeform field team including:

  • Ensuring that purchased software systems meet clients' technical needs including APIs, integrations, and embed codes.

  • Working with new Enterprise customers to configure Typeform SSO apps within their SSO portal such as Okta, Azure, Google, and more.

  • Improving workflow processes for technical requests using Asana, JIRA, and Slack.

  • Engaging in helping manually QA product features with the product and engineering teams from a functional and technical point of view.

  • Executing API (Javascript) calls within Postman and in the console for testing and customers.

  • Guiding customers to set up custom domains on both the domain provider and Typeform side.

  • Updating technical documentation when processes and products changed.

Experience

Cority

Remote, US

Technical Consultant
Nov 2023 - Present

Toast

Remote, US

API Integrations Specialist
Aug 2023 - October 2023

Technical Onboarding/Implementation Specialist
Mar 2022 - Nov 2022

Remote, US

Technical Customer Support Advocate
Mar 2021 - Nov 2022                                    

Provided technical advice in supporting customer inquiries with Typeform integrations, APIs, and embed codes including:

  • Delivering videos, how-tos, and guides on a case-by-case basis for customers to lead them to success.

  • Contributing to creating new and keeping internal documentation up-to-date.

  • Communicating cross-functionally with multiple teams (Product, Engineering, Integrations, Education, etc.) to ensure outward information is efficient and accurate.

  • Creating and monitoring JIRA bug tickets to advocate for customers and prioritize problems correctly as needed.

CRU Data Security Group (CDSG)

Vancouver, WA • Hybrid

Provided customers with various technical issues and niche products – both hardware and software – while educating users on the technology they used. Day to day, this included:

  • Tracking customer issues using a ticketing system and responding to tickets timely and efficiently.

  • Diagnosing and providing root cause analysis for customer and product issues.

  • Evaluating and analyzing ticket data to track volume of issues and common problems.

  • Creating and monitoring RMA processes for customer product return and testing.

  • Coordinating with fellow technicians and engineers on solving advanced problems.

  • Reporting website issues regarding content, functionality, and overall efficiency.

  • Updating and maintaining industry-standard documents to ensure they’re prepared upon customers request.

  • Assisting in the development of processes to maintain effective customer communication and problem-solving.

Technical Customer Support Advocate
June 2019 - Feb 2021                                    

Product Assembler/Manufacturer
Feb 2018 - June 2019                                    

As the primary technical liaison between Cority Client Service Consultants and clients, my role includes:

  • Managing database conversion, system integration,

  • security configuration, and report development.

  • Collaborating with teams to resolve high-priority issues.

  • Gathering technical information for implementation

  • troubleshooting, using JIRA to manage bugs.

  • Contributing to project documentation.

  • Advising on application authentication, data cleanup, etc.

  • Developing test cases and validating software changes.

  • Conducting training sessions for client admins/tech leads.

  • Providing application enhancement suggestions to

  • product management based on client needs.

As the main support and point of contact for post-integration vendors, my tasks involved:

  • Assessing customer needs and resolving escalations.

  • Managing relationships with new/existing partners and

  • customers.

  • Escalating technical and application support requests for

  • Toast Integrations and APIs.

  • Performing troubleshooting of integration issues using

  • Toast systems and tools.

  • Providing continuous updates and solutions within SLAs,

  • escalating when necessary.

Demonstrated attention to detail by assembling and reassembling small parts to distribute to customers while ensuring orders got out correctly and on time. This included:

  • Managing high-priority orders entrusted by my team.

  • Leading a diverse manufacturing team by demonstrating new processes and training new-hires.

  • Translating goals between management and team members.

  • Studies focused in IT Foundations, Network Infrastructure Design and Security, and Web Development

  • Courses included IT Project Management, Data Management, Web Development Applications, User Interface Design, Cloud Foundations, and Emerging Technologies

Education

Bachelor of Science in Information Technology

Western Governors University, Salt Lake City, UT