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

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