Benjamin Lis Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Senior Support Engineer/Legacy Software Manager● Continued duties listed below as a Senior Technical Support Engineer● Managed three product lines during their sunset period of five years● Planned and conducted in person training of both technical support and professional services personnel (25) in Hyderabad, India in 2022 and 2023● Oversight of escalation support incidents (+150 annual cases) and coordinated communications between departments on complex client customizations and requirements● Last line of contact to retain at-risk customers and ensure continued renewal (+50 clients per year ranging in revenue from 5,000 to 140,000 annually)Senior Technical Support Engineer● Oversee Level 3 support cases and review/mentorship of Level 1 and Level 2 engineers● Review and approval of all escalations to product management from various internal departments including technical support, software trainers and consultants, and solutions engineering relating to financial reporting and databases● Creating and maintaining SQL ad-hoc statements, managing cases in Salesforce and Jira● Constructing batch files for silent deployment of company software● Built training program and developed curriculum for onboarding new technical support personnel ● Schedule and conduct client support sessions to diagnose and resolve escalated complex support issues

Cary, North Carolina, United States

● Advise customers on configuration of IIS 6.0, DNS, TCP\IP, MS SQL, MS Access, Active Directory, Windows Services, MS operating systems, and Windows Registry to ensure seamless integration with GFI products● Create email response tools for internal use by GFI Technical Support Engineers● Maintain a personal software-testing lab to confirm the compatibility of customer’s various platforms with existing and new versions of GFI software ● Utilize Microsoft CRM and Salesforce to manage customer cases and track escalations to GFI developers.

Durham, North Carolina, United States

● Provide phone technical support for over 700 field staff on laptops, Ipaq, handhelds and accessories● Evaluate and set up laptops, handhelds and accessories before it is sent out to field staff● Assist field staff in operating quarterly training evaluation on their laptops● Query SQL database to verify that data was received.● Routine integrity test of voice over IP, network, and webpage