Andy Greer Email & Phone Number

• Manage customer relationships, expectations and overall customer satisfaction.• Act as escalation point for all production customers.• Coordinated and managed all upgrades and maintenance windows between assigned customers and the SOC• Perform periodic service reviews with each customer to ensure meeting/exceeding customer’s expectations• Work closely with SOC to manage customer satisfaction and evaluate future product/support requirements and opportunities• Coordinate with other internal departments to resolve service, support, or billing issues • Identify new revenue opportunities and work with various internal teams to deliver additional services• Facilitate the resolution of technical issues and customer/SOC inquiries• Responsible for: Understanding terms of customer contracts and work orders Pro-actively monitoring contract and Work Order expiration dates and work with Sales on developing plans to renew expiring contracts CSA enrollment and training Overseeing customer satisfaction programs Ensuring Ticketing system, KB’s, customer network folders and all other data repositories are kept up to date with accurate customer contact and network-related information. Monthly refresh of Customer Summary document Monitoring monthly usage patterns against contracted commitments and analyzing data to identify risks as well as new opportunities to grow revenue Coordinating technical overview with customers upon new firmware releases Weekly review of all open tickets and review of results and/or actions required from customers Logging/tracking daily support activity Assisting SOC in coordinating resolution of service impairment issues Managing CPE decommissioning process and recovering of hardware from Customer premises Manage new CPE deployments and relocation of existing CPE for assigned customers• Customer visits on an as-needed basis to perform business review and to enhance relationship between MegaPath and Customer

• Responsible for resolving and assisting in the resolution of issues escalated by Customer Security Administrators (CSA) and Customer Service Engineer.• Accountable for working in conjunction with customers, as well as vendors, to troubleshoot applications and services connecting through an SSL VPN gateway.• Ensures timely manner of meeting client Service Level Agreements in terms of uptime, change requests, and troubleshooting.• Solid understanding of UNIX and UNIX variants (Solaris, Linux, FreeBSD,etc)• Strong understanding of various internet protocols and technologies (TCP/IP, FTP, SSH, LDAP, AD, HTTP, SSL, VPN, PKI, SNMP, SMTP, IMAP, SMB, RADIUS, etc.).• Performed some BASH shell scripting.• Experienced in remote LAN access and authentication products such as LDAP, Active Directory and RADIUS.• Experienced with network analysis tools such as Ethereal, tcpdump and snoop• Interpreted, adapted, and applied processes and procedures.• Experienced with production application and server support.• Analyzed, investigated and solved problems (i.e. Very strong troubleshooting skills).• Experience with CRM/trouble-ticket software, able to document troubleshooting tasks to effectively escalate or hand-off long term issues to team members.• Self motivated and worked under minimal management/supervision.• Responsible; exhibited ‘sense of ownership’ to see customer issue until a resolution is achieved.• Flexible; managed/prioritized multiple tasks simultaneously.

Gis, Geographic Information Science And Cartography

Certificate in GIS program

Education