Christopher Gaulke Email & Phone Number

Wilmington, NC, US

• Planned and executed the post-sale onboarding process, to move the Avanan platform to production and provided the initial training.
• Directed crisis and incident response, working with the account team, technical support, operations, and engineering teams to ensure timely resolution, while communicating effectively with customers.
• Collaborated with Marketing and Sales to measure customer satisfaction and collect customer feedback for each area of the business.
• Identified new opportunities within existing accounts (Upsell/Cross-sell) and maintained existing accounts (Renewals).
• Liaised with other departments (Product, Engineering, Support) around field priorities and ongoing product road-map priorities; acted as the internal customer advocate.

Boston, MA

• Provided technical expertise during implementation and complex integration engagements, as well as throughout the customer support lifecycle.
• Understood customer goals and unique requirements, and proactively identified and executed solutions.
• Supported Account Managers with ongoing relationship activities and solution selling to existing customers.
• Managed all technical aspects of renewal and upsell processes.
• Actively engaged in tool and process improvements to streamline customer success activities and services.
• Participated in the product innovation loop by identifying and representing customer needs to the engineering and product teams, as well as presenting new product capabilities to customers.

• Worked exclusively with enterprise and large named accounts.
• Involved in both pre and post sales activities, working closely with the sales teams for project scoping and customer hand-offs.
• Built close relationships with Mimecast Product Management, Engineering, Operations, Sales, Marketing and Support teams.
• Worked with new Professional Services team members to help train and assist them in a mentorship role.

Lexington, MA

• Assisted customers with implementing and customizing Mimecast services.
• Developed and delivered customized training covering administration, end user tools, and new features.
• Escalated and tracked feature requests raised with Mimecast product development.
• Recognized up sell opportunities for additional products and services.
• Developed professional service proposals and Statements of Work.
• Trained to have a strong fundamental understanding of all features and capabilities of the Mimecast platform.

Watertown, MA

• Served as a formal escalation point to the Service Delivery team, and actioned escalated cases in line with internal SLA’s, engaging directly with customers.
• Escalated to and interfaced with development and engineering support teams as needed for issue resolution.
• Scheduled engagements with customers to troubleshoot or address complex issues.
• Worked with Core Support Engineers to help grow and hone their skills on the Mimecast platform, and internal procedures in a mentorship role.
• Helped to interview and select new outside hires as well as helping to select engineers for internal promotion.
• Worked with management to help identify support trends, and potential opportunities for improvement.

Watertown, MA

• Worked with the US Service Delivery team to provide 1st level support for our US & Worldwide customer base.
• Assisted clients with using Mimecast’s services & ensured best practice configuration via both email and phone.
• Provided training as needed to ensure clients understood product functionality.
• Worked with and provided exceptional support to Mimecast partners and re-sellers.

Boston, MA

• Provided support to staff in a Help Desk role for all computer, VoIP phone, and peripheral device issues.
• Set up and managed users using Active Directory, Google Mail, and Proofpoint E-mail Encryption.
• Imaged and prepared desktops & laptops for staff and client deployment.
• Used Track-It! to create and manage work orders in a timely and efficient manner.
• Deployed and maintained networking equipment such as wireless routers, switches, and patch panels.

Greater Boston Area

• Provided complete technical support to small and medium sized businesses.
• Desktop, server, and network installation, maintenance, and troubleshooting.
• Set up and managed users using Active Directory and Microsoft Exchange.

Shelton, CT

Computer Electronics & Technology

Education record

Computer Network Systems