• Assist with maintaining company culture within the team, including leading regularly scheduled team meetings and team building exercises.• Assist Support Manager/Director/VP with customer escalations.• Ensure case queue is adequately monitored and triaged for SLA adherence/service delivery.• Maintain product and product trend familiarity by taking new support incidents from the product queue.• Monitor relevant Teams channels for traffic, identifying areas/items that require a… Show more • Assist with maintaining company culture within the team, including leading regularly scheduled team meetings and team building exercises.• Assist Support Manager/Director/VP with customer escalations.• Ensure case queue is adequately monitored and triaged for SLA adherence/service delivery.• Maintain product and product trend familiarity by taking new support incidents from the product queue.• Monitor relevant Teams channels for traffic, identifying areas/items that require a response and /or acknowledgement and directing resources when required.• Communicate team/customer issues to Management.• Identify team performance issues and provide solutions.• Mentor and provide coaching when required.• Lead, prioritize and monitor the support team’s workload.• Report on team metrics/KPI’s including, case volume, product volume, SLA targets etc.• Plan team coverage for vacation/national holidays.• Provide training schedules and itineraries for new and existing team members.• Create technical procedures/documentation for team use, vetting items with subject matter experts and knowledge content creators.• Suggest and assist with creation/definition of Support Processes.• Schedule regular team meetings sharing trends, concerns, general feedback.• Attend customer status calls when necessary.Work with TAM’s to prioritize issues with Key Accounts. Show less

• Provide in-depth root cause analysis of issues pertaining to the operation of BeyondInsight, BeyondTrust Scanner, U-Series appliances and High-Availability capabilities• Assist with the creation, vetting and publication of KB articles from TSE's to the customer portal for end user consumption preventing case creation. • Provide an escalation point for Technical Support Engineers, allowing them to work with other customers and giving for more time to research issues. • Collaborate… Show more • Provide in-depth root cause analysis of issues pertaining to the operation of BeyondInsight, BeyondTrust Scanner, U-Series appliances and High-Availability capabilities• Assist with the creation, vetting and publication of KB articles from TSE's to the customer portal for end user consumption preventing case creation. • Provide an escalation point for Technical Support Engineers, allowing them to work with other customers and giving for more time to research issues. • Collaborate with TSE's and other TEE's in information sharing, allowing for better cross-training and resolution of issues that may exist outside the core support structure.• Work in conjunction with internal development teams on the identification of bugs and providing customers fixes• QA product versions allowing support to provide critical feedback to functionality before general availability. • Participate in team technical scrums giving TSE's the opportunity to ask questions or get insight into next steps for cases and issues. This also allows for collaboration and detection of new issues, driving better first contact resolutions . • Working with management to help implement new policies and procedures allowing the TEE team to work more effectively. Show less

• Provide BeyondTrust.com web chat support to potential and current clients, ensuring any general questions about our products and services are answered quickly and efficiently.• Create and publish KB articles for documented issues and their resolutions allowing for a better, more robust knowledge base.• Engage appropriate teams for enhancement requests and bug fixes, allowing for quick resolution times and added functionality of our products.• Setup local test VM's including domain… Show more • Provide BeyondTrust.com web chat support to potential and current clients, ensuring any general questions about our products and services are answered quickly and efficiently.• Create and publish KB articles for documented issues and their resolutions allowing for a better, more robust knowledge base.• Engage appropriate teams for enhancement requests and bug fixes, allowing for quick resolution times and added functionality of our products.• Setup local test VM's including domain controllers, sql servers etc. to test product functionality and bug replication providing faster response times back to customer and data collection of issues.• Use the SalesForce ticketing system to track and respond to customers tickets within given service level agreements. Show less

Provide technical expertise to staff and students on a wide variety of technologies including desktop, laptop, tablet and cell phones.• Leverage imaging software to test and ready desktops/laptops for dispersal among CCRSB ensuring all units are able to be replaced once warranties are up.• Maintain a large variety of inventory for replacement parts allowing ease of access and quick support turn-around times• Using an MDM solution to allow rapid deployment of various tablets to… Show more Provide technical expertise to staff and students on a wide variety of technologies including desktop, laptop, tablet and cell phones.• Leverage imaging software to test and ready desktops/laptops for dispersal among CCRSB ensuring all units are able to be replaced once warranties are up.• Maintain a large variety of inventory for replacement parts allowing ease of access and quick support turn-around times• Using an MDM solution to allow rapid deployment of various tablets to staff in keeping with the CCRSB security standards.• Delivery/removal of technology resources for replacement, providing end to end support to each of the schools within the Family.• Troubleshooting various desktop, laptop, mobile device and tablet issues within CCRSB allowing for a family of schools to operate more efficiently.• Work in tandem with Regional IT staff on large, school-board wide projects within projected deadlines to maintain minimum IT standards are met for all schools.• As part of a team effort, suggest improvements of processes/procedures which in turn helps improve effectiveness, cuts down on the cost of lost time and removes redundancies.• Follow strict standards for the removal and destruction of any hard drives deemed unusable/out of warranty to verify any confidential information does not become insecure.• Work with Principals, admin assistants, teachers and regional IT to actively maintain a working list of issues and to properly set the priority and severity for each. Show less

Provided technical support for T-Support Enterprise customers and products including BlackBerry Enterprise Server (BES), BlackBerry Enterprise Service 10 (BES 10), smartphones, and PlayBook• Peer tutored, coaching associates and acting as escalation point, improving troubleshooting and resolving issues.• Provided subject matter expertise for products, including BES 10, PlayBook, BlackBerry OS 5-7 and BlackBerry 10 devices, ensuring all in-coming support calls were correctly… Show more Provided technical support for T-Support Enterprise customers and products including BlackBerry Enterprise Server (BES), BlackBerry Enterprise Service 10 (BES 10), smartphones, and PlayBook• Peer tutored, coaching associates and acting as escalation point, improving troubleshooting and resolving issues.• Provided subject matter expertise for products, including BES 10, PlayBook, BlackBerry OS 5-7 and BlackBerry 10 devices, ensuring all in-coming support calls were correctly handled.• Researched new issues and created effective solutions, improving team trouble shooting capabilities and maintaining high level of customer satisfaction scores.• Created technical documents for internal training on new products and services, equipping support staff with effective techniques and knowledge, creating world-class customer support.• Worked in backline capacity performing in-depth case investigations and customer follow-ups, using WireShark, debug diag, procmon, ADSIEdit, MFCMAPI, and PAL, determining root cause and providing proof for issues outside BlackBerry solution. Show less

Provided technical support via email and voice to customers. Delivered preliminary troubleshooting for Blackberry Enterprise Server and Smartphones.• Provided advice and expertise for challenging BES solutions and environmental requirements, managing issues successfully and improving customer satisfaction.• Escalated cases to Analyst teams for in-depth analysis and root cause investigations, ensuring resolution of high priority cases.• Supported smartphone betas by testing… Show more Provided technical support via email and voice to customers. Delivered preliminary troubleshooting for Blackberry Enterprise Server and Smartphones.• Provided advice and expertise for challenging BES solutions and environmental requirements, managing issues successfully and improving customer satisfaction.• Escalated cases to Analyst teams for in-depth analysis and root cause investigations, ensuring resolution of high priority cases.• Supported smartphone betas by testing applications and core software and reporting defects to beta team, creating stable product for public release.• Leveraged internal and external knowledge-based systems, providing best possible solutions for customer issues and improving customer satisfaction. Show less

Maintained network infrastructure and internal applications and provided backup solutions for server and end user machines. First point-of-contact for desktop, e-mail, and BlackBerry phone support.• Provided rotational on-call support, ensuring systems were stable and running 24/7, improving operational efficiency and customer satisfaction.• Upgraded AS400 iSeries IBM servers, creating upscaling opportunity.• Upgraded LAN / WAN switches and firewalls, ensuring network uptime of… Show more Maintained network infrastructure and internal applications and provided backup solutions for server and end user machines. First point-of-contact for desktop, e-mail, and BlackBerry phone support.• Provided rotational on-call support, ensuring systems were stable and running 24/7, improving operational efficiency and customer satisfaction.• Upgraded AS400 iSeries IBM servers, creating upscaling opportunity.• Upgraded LAN / WAN switches and firewalls, ensuring network uptime of 98%. Show less

Solely responsible for IT infrastructure, as company grew from 14 to 52+ people. Researched, upgraded, and maintained all systems, liaised with suppliers, and supported future IT considerations.• Assessed physical and technical security risks to data, software and hardware and developed policies, procedures and contingency plans to minimize the effects of security breaches.• Assisted with the procurement of IT infrastructure resources• Maintained communication… Show more Solely responsible for IT infrastructure, as company grew from 14 to 52+ people. Researched, upgraded, and maintained all systems, liaised with suppliers, and supported future IT considerations.• Assessed physical and technical security risks to data, software and hardware and developed policies, procedures and contingency plans to minimize the effects of security breaches.• Assisted with the procurement of IT infrastructure resources• Maintained communication systems, VPN connections, telephone systems, cellular phone and fax machines allowing maximum uptime and efficiency of end users work schedules.• Conferred with system users in order to exchange information, diagnose and resolve problems regarding system failures, scheduling and quality control.• Identified, logged, tracked and reported on all problems with computer hardware and software, providing management with status updates and confidence of time to resolution.• Installed, configured and maintained the wireless network and configured wireless security, allowing for ease of network access while maintaining minimum security standards in accordance with internal documentation.• Installed, configured and maintained the organization's LAN, server and workstations, providing maximum uptime.• Ensured effective backup strategy was in place and properly executed, allowing for recovery of important data should anything happen to the originals.• Installed software and maintained systems as needed, including but not limited to: Microsoft 2000/2003 server, Lotus Domino, Microsoft IIS, Routers and Firewalls, VPN connections and Anti-virus software. Show less

Provided first tier support for Windows XP operating systemEscalated complex cases to next tier support as requiredResolved a variety of issues including but not limited to corrupt registry's, anti-virus, malware/greyware and Microsoft Office