Catherine Sheehan Email & Phone Number

Mcclean, Virginia, Us

Waltham, Massachusetts, Us

- Responsible for frontline technical support for Takeoff clients in the online groceryfulfillment industry.- Handle overnight and weekend support coverage.- Work interdepartmentally with software engineering and account teams tohandle ticket escalations and high severity issues.- Regularly contribute documentation and troubleshooting guides to the customerfacing Zendesk help center.

Menlo Park, Ca, Us

- Source, screen and qualify potential candidates to fill creative technical roles in the Boston area.- Stay up-to-date on industry trends by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.- Conduct interviews and assess candidates’ relevant knowledge, technical skills, soft skills and aptitudes.- Exceed rigorous weekly and monthly candidate and client engagement and activity metrics.

Waltham, Massachusetts, Us

- Assisted enterprise customers in North America throughout the post sales cycle. Provide initial on boarding, further customized training, and assistance with any software bugs or support tickets.- Documented and distributed a comprehensive internal customer success team playbook detailing processes and procedures for new hires and reference.- Travelled onsite to customer headquarters to assist in initial product deployments, as well as in person follow up trainings and health checks.- Worked with marketing and pre-sales to provide product demos and webinars for prospective customers when needed.

Boston, Massachusetts, Us

- Troubleshot and triage customer issues, while maintaining timely status updates in the ticketing system.- Worked cross-departmentally with Sales, Development, Services and Product Management.- Liaised with the development team to escalate bugs, assist with issue reproduction and customer communication.- Participated in an on-call rotation.

Remote, Us

- Primary point of contact for support for premium customers.- Worked with development engineers, product management, and other internal teams to provide the most effective solutions to customer issues.- Maintained control of the overall resolution for any escalated case, and provide updates in a timely manner.- Assisted in writing custom queries and API scripts to drive automation and custom reporting.

Palo Alto, California, Us

- Demonstrate Carbon Black's products to prospects, customers and partners through webinars and product demos.- Build and strengthen prospect and partner relationships.- Ensure a smooth transition from the pre-sales process to implementation.- Assist in evolving and standardizing best practices for the Sales Engineering team.- Model Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming

Plymouth, Nh, Us

- Provided technical support over the phone and in person.- Assisted with password resets, network connection, virus detection and removal, and general troubleshooting.- Logged and categorized tickets when issues were resolved.