Aaron Eichenseer Email & Phone Number

United States

• Support multi-integration points between various products such as Web Experience Management, Portal, and Social Media• Build test environments of products for internal use • Drive customer satisfaction by delivering technical solutions to problems• Manage multiple high-visibility high-touch customer relationships• Helped critical at-risk accounts re-new their support contracts• Team Leader for Collaboration and Social Media product set• Provide Feedback, Guidance direction for complex issues early in the resolution lifecycle• Take Product Management Engineering issues/feedback from support & services• Attend weekly Engineering scrubs• Revise Technical documentation for pre-released software• Create knowledge base articles• Created the highest number of knowledge base articles• Provide guidance and resources to support staff to ensure timely resolution of customer issues• Maintaining consistently high level of customer satisfaction• Work directly with Engineering Product Management teams in India to evaluate and prioritize bug fixes, change requests and product enhancements• Provide support guidance to Open Text Pre-sales, Professional Services, Cloud Computing teams• Exceed SLA time requirements• Collaborating on cross-team and cross-product technical issues with a variety of resources including documenting of software defects and feature requests• Instructor for customer and in-house training for several products

United States

• Support multi-integration points between various products such as Web Experience Management, Portal, and Social Media• Build test environments of products for internal use • Drive customer satisfaction by delivering technical solutions to problems• Manage multiple high-visibility high-touch customer relationships• Helped critical at-risk accounts re-new their support contracts• Team Leader for Collaboration and Social Media product set• Provide Feedback, Guidance direction for complex issues early in the resolution lifecycle• Take Product Management Engineering issues/feedback from support & services• Attend weekly Engineering scrubs• Revise Technical documentation for pre-released software• Create knowledge base articles• Created the highest number of knowledge base articles• Provide guidance and resources to support staff to ensure timely resolution of customer issues• Maintaining consistently high level of customer satisfaction• Work directly with Engineering Product Management teams in India to evaluate and prioritize bug fixes, change requests and product enhancements• Provide support guidance to Open Text Pre-sales, Professional Services, Cloud Computing teams• Exceed SLA time requirements• Collaborating on cross-team and cross-product technical issues with a variety of resources including documenting of software defects and feature requests• Instructor for customer and in-house training for several products

United States

• Responsible for trouble shooting and resolution of problems involving Vignette Dialog, Collaboration, Community product lines. • Phone support and ticket generation for all of Vignette’s product offerings.• Generation of tech notes, defect reports, and enhancement requests.• Build test environments of products for internal use. • Support multi-integration points between Vignette Collaboration and other Vignette products, eg. Vignette Application Portal.• Member of Process Policy Committee designed to streamline implementation and maintenance of policies within customer support department. • Engineer of the Quarter - Third Quarter, 2007

• Responsible for trouble shooting and resolution of problems involving Vignette Dialog, Collaboration, Community product lines.• Phone support and ticket generation for all of Vignette’s product offerings.• Generation of tech notes, defect reports, and enhancement requests.• Build test environments of products for internal use.• Support multi-integration points between Vignette Collaboration and other Vignette products, eg. Vignette Application Portal.• Member of Process Policy Committee designed to streamline implementation and maintenance of policies within customer support department.

- Responsible for re-imaging and software configuration of laptops and P.C.s.- Managed backup system via NetWorker, including inventories, restocking and shipping tapes, and scheduling the system to backup data for various departments.- Resolved software and hardware problems for technical support.