Kim Robertson Email & Phone Number

Burnaby, British Columbia, Canada

Vancouver, Canada Area

~ Creating escalations role/tier~ Managing defects for all products through to resolution~ Managing and investigating escalations for all products~ Creating escalation policies and procedures~ Developing policies and procedures for defect submission and delivery~ Ensuring SLAs are met or exceeded~ Presenting current defect statistics for all products to upper management~ Created a defect tracking project to assist support engineers in customer management~ Ensuring necessary training and information regarding new features and products delivery to pertinent teams~ Liaising between development, QA, support and management for all products~ Ensuring in-depth product knowledge availability ~ Documenting technical procedures for the support team~ Providing daily and weekly defect information and updates for all products~ Attending Go/No-Go meetings for all product deliveries~ Attending Production Quality and Control meetings

~ Trusted advisor and liaison for Platinum level customers from sales through renewal~ Addressing any and all concerns~ Troubleshooting and addressing technical issues from start through resolution~ Maintaining virtualized test network to replicate customer issues~ Liaising with internal teams to provide resolution for customer issues as well as providing feedback for improvements~ Project management~ Ensuring SLAs are met or exceeded~ Ensuring all interactions are documented and internal customer environment detail and specific requirements are up-to-date.

~ Assisting Premium and Platinum Support customers with configuration, deployment, and upgrades of Sophos software ~ Troubleshooting reported issues for Premium and Platinum account customers~ Maintaining SLAs~ Resolving Account Management escalations~ Analyzing client systems for suspicious and malicious files for submission to Sophos Labs for analysis and removal~ Maintaining virtual test network to replicate customer issues~ Post-mortem analysis of diagnostic logs~ Tracking customer incidents~ Liaising with internal teams to provide resolution for customer issues as well as providing feedback for improvements

~ Responding to customer requests for information and assistance configuring Endpoint Security and Control and Small Business Solutions Computer Security~ Troubleshooting Endpoint Security and Control and Small Business Solutions Computer Security~ Troubleshooting and assisting customers with the use of Sophos Network Access Control, Sophos Anti-Rootkit Scanner, Competitor Removal Tool, as well as free tools available via Sophos.com~ Maintaining customer SLAs~ Resolving Account Management escalations~ Analyzing client systems for suspicious and malicious files for submission to Sophos Labs for analysis and removal~ Post-mortem analysis of diagnostic logs~ Tracking customer incidents

~ Responding to customer requests and email problems via email and telephone~ Installing domains on proprietary program~ Provisioning new domains in Exchange 2003 and the BES server~ Troubleshooting Blackberry device issues~ Setting up DNS for customers~ Training customers on the use of the management interfaces~ Maintaining domain name registration for customers~ Tracking customer incidents~ 24/7 pager calls.

~ Supervising and assisting technical personnel and volunteers~ Refurbishing donated legacy and new PCs and MACs (desktop, laptop, and servers)~ Refurbishing donated monitors~ Cleaning and wrapping refurbished equipment for delivery~ Maintaining 4 on-site servers~ Updating Ghost images as needed~ Updating and maintaining database inventory~ Documenting network structure and recommending new implementations~ Maintaining and troubleshooting wired and wireless networks~ Maintaining network and warehouse security~ Rewriting training manual as required~ Receiving/warehouse duties as required.

~ Supporting internal and remote network users~ Configuring and deploying new user systems~ Upgrading current computer workstations~ Building new computer workstations~ Tracing and documenting telecom cabling~ Organizing IT Department equipment and software~ Updating software database.