Alex Strachan Email & Phone Number

London

London, Remote

Customer Centric Engineering (CCE) is the 'no-mans-land' between engineering and support. We are the buffer to engineering whilst being the advocate for support and the customer. Responsibilities include:- eyes on every P0 issue coming to engineering from support and field- issue reproduction- workaround and/or fix proposals- PRs-- debugging code (core and UI) isolating the problem area(s) and proposing fixes- formulation of SQL-fixes for immediate customer fix- mentoring and training- liaising with engineering home teams for expedited work/fix- work non-P0 issues (essentially assisting engineering home teams with backlog).- open to discuss issues and mentor/investigate w/ support

United Kingdom

During my time at Sonatype I worked hundreds of complex support issues. Working directly with the engineering team and the customers, to get the issues solved as quickly and painlessly as possible, suggesting code fixes as well as authoring tools and knowledge articles.

Maidenhead, Berkshire, United Kingdom

Maidenhead

• Bug fixing• Bug fixing• ...making the tea

Maidenhead

• Continue to work complex, elevated and escalated support cases• Queue monitoring and backlog management• Monitoring, management and reporting on elevations / escalated tickets• Escalations, rota, handover management during the EMEA timezone• Lead resolution (as individual contributor) of technically or business critical cases• Work complex issues and escalations as required, in compatibility with team leadership duties.• Assist ensuring technical / procedural consistency for my team in troubleshooting work, processes and customer communications• Assist defining and promote technical ‘sessions/tech huddles’ and cross-team training• Encourage collaboration/teamwork within my team and in the extended Customer Success organization at Alfresco

Maidenhead

• L3/expert technical support engineer• Work complex L3 cases through to resolution• Work with and mentor through the support levels• Involvement with new products and new technologies• Creation of tooling to assist the support team• Train down through the support levels

Maidenhead

Many responsibilities however the main ones are:• Escalated technical problem solving and collaboration• Leading by example and mentoring team members• Management escalations and monitoring 'hot' and escalated issues

• Code literate dedicated support engineer• Ownership of all assigned Premier account customer issues• Proactively provided information to those customers to prevent issues from occurring• Buitd and maintained a system similar to customer environment• Documented and maintained documentation on customer environment• Performed quarterly on-site visits for each customer, documenting recommendations• Worked with other teams as required to provide best practice advice, identify potential workarounds and supply support code• Maintained interaction with Sales force and Professional Services to insure customer needs were met and growth opportunities were maximized• Provided 24x7 support for Mission Critical issues

• Point of escalation for 1st/2nd line engineers' tickets• Full ownership and control of an issue without supervision, deveoping and maintaining excellent relationships with all our customers and partners, and helping to continuously improve the support service to maintain a high level of customer satisfaction• Interacted directly with partners and customers to resolve technical issues in a timely manner• Acquired and maintained current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and recorded these resolutions for general use (KB articles)• Worked with other teams as required to identify and report defects, find incident fixes and validate enhancement requests• Development support

• Supporting resellers and end-users (developers) with installation/configuration and usage of Sun's Java Composite Application Suite.• Development support for customised application creation and deployment.

• Senior technical support engineer focused on RSA Security’s core product range as well as development support (JAVA & C).• Premium customer cases and escalated cases.• Defect and functional product enhancement with direct contact with Continued Engineering and product management for in-house replicated issues.• Escalation point for Level 2 support cases.• Review Level 2 engineer cases, making recommendations and giving assistance to progress case.• Mentor for Level 1 and Level 2 engineers, running ‘tech huddles’, technical workshops and ad-hoc discussions on technical issues.

• Level 2 technical support engineer for RSA core product range.• In-house technical replication of issues for troubleshooting and fixing.• Mentor for Level 1 engineers and participating in case progression with advanced technical support.• Occasional on-site visits to fix customer issues (99% of issues are fixed by troubleshooting remotely using replicated environments or knowledgebase access.• Team player winner x2 (entire Customer Service Department).

• I worked closely with the embedded software and hardware engineers in the design, manufacture and implementation of communications equipment for the security market. These items of equipment utilise IP, ISDN, PSTN, GPRS and GSM communication mediums. • Post and pre-sales technical/user support. • Supporting the engineers internally by providing test scripts, developing applications for testing new messaging protocols and documenting either new applications or messaging formats. • Provide technical pre-sales for the sales and account management department, liaising directly with the companies (around the UK and Europe) and providing training/workshops and documentation.• IT manager for the company providing in-house IT solutions including VPN, firewalls and email facilities.

• Main responsibilities included installing/upgrading and configuring the IDS system for large enterprise customers. • Closely involved with the integration of the IDS event report information into 3rd party applications and databases utilising different protocols and message interpretation. • Presenting the product to potential customers in pre-sales activities. • Training and documentation of products for both internal staff and external clients.

• Responsible for all support activities (hardware and software, user and technical), ensuring support deadlines were met.• Planning and implementing all in-house support procedures. • Running a small team of installation and support engineers. • Scheduling customer roll-outs and support agreements. • Meeting potential clients in a pre-sales capacity for demonstrations and presentations.• Installing, configuring and upgrading the Futura ERS product (a specialist retail software system) plus all the associated hardware peripherals around the UK and Europe. • Rebuilding/optimising PCs and other hardware• Technical and application trainer for new users at front-end applications and system environments. • Planned and wrote numerous, in-depth training manuals to accompany these training sessions utilising operating systems and design applications in the process.