Technical Support Engineer L2
Current• Provided technical support and implementation assistance of 6 cybersecurity software solutions to existing and evaluating customers worldwide.• Processed 20+ support tickets daily with 100% customer satisfaction using Salesforce.• Arranged remote troubleshooting sessions through MS Teams, Zoom, and Webex Meetings within strict SLA (2 - 48 hours) resulting in a 30% increase in ticket resolution efficiency.• Acted as system administrator in troubleshooting Active Directory, Windows Server, and Network issues of small and enterprise customers.• Built and customized Powershell and SQL scripts per customer requests to retrieve and manipulate the data.• Actively contributed to the product development based on the customer feedback. Initiated 25 enhancement requests for Netwrix solutions and part of them has been implemented.• Deployed a dedicated VMware lab to replicate the customer issues, increasing the first contact resolution rate by 17%.