Alex Bilianskey Email & Phone Number

San Francisco

• Technical Lead for Embarcadero Licensing Platforms (Network server / Cloud host and Workstation / local client).• Captain Team Lead in Support case processing re-organization and optimization of internal CRM• Tier 2 Technical Support Engineer for Embarcadero ER/Studio Enterprise products family • Senior Licensing escalations support engineer

San Francisco Bay Area

• Provided enterprise level technical support and customer service for Embarcadero Licensing Cloud software• Communicated directly with customers via phone and e-mail to identify, reproduce, and resolve reported issues.• Evaluated, troubleshooted and followed-up customer issues while documenting each customer incident details in the Customer Relations Management system.• Identified, replicated, and documented customer reported product defects and enhancement requests.• Developed and tested workarounds when and if applicable.• Interacted with internal and external department resources for problem determination, resolution, and escalation.• Provided assistance and specifications for the configuration of systems, applications, and databases when necessary. Assisted with Installation/de-installation of required software.• Worked closely with development, product management and QA teams to resolve escalations.

San Francisco

• Promptly and accurately responded to customer queries by telephone and e-mail within Service Level Agreements• Escalated any unresolved customer issues to appropriate resources and sought timely resolution• Participated and articulated test cases for management and the product development team when necessary.• Generated Retail and Trial Licenses for customers. Assisted with licensing, registration and installation questions / issues.