Christopher Stringer Email & Phone Number

Sherbrooke, Québec, Canada

Sherbrooke

- Specialized in Security, Backup and Compliance products (Acronis, Bitdefender, Proofpoint, SentinelOne, ThreatDown).- Collaborated closely with various internal teams to release new products to the marketplace.- Created, reviewed, and maintained procedures and processes.- Improved Level 3 technical knowledge by leading product demos and case reviews.- Revamped internal training material with over 20 hours of content.- Developed internal tools and scripts to improve existing processes and add new features for the Level 3 team.

- Specialized in Security, Backup and Compiance products (Acronis, Bitdefender, Proofpoint, Archiving, Microsoft 365).- Provided the highest level of support to customers and handled escalations to suppliers for bugs or product issues. - Increased support quality by applying quality assurance reviews to lower tiers of support.- Created over 40+ helpdesk articles (internal and customer-facing) to document common issues or troubleshooting processes.- Trained new employees and Level 3 Technicians on the products I am the Subject Matter Expert in.- Improved Vendor Relationships across multiple products by creating clear communication paths and escalation protocols.- Developed internal tools and scripts to improve existing processes and increase productivity.- Collaborated with various internal teams to deliver feature releases to customers.

Sherbrooke, Québec, Canada

- Supported all products related to SaaS cloud technologies (O365, Hosted Exchange, Bitdefender, Acronis, Proofpoint, Google Workspace, etc.) at Sherweb.- Resolved issues quickly and efficiently within a tight timeframe for strategic partners.- Took leadership during major service outages to centralize communications to customers.- Mentored over 15 new employees for 3-month periods and acted as their immediate support during their integration phase.- Processed chat, phone and email tickets and collected information from customers.- Scoped, investigated and documented issues and solutions to owned tickets.- Participated in innovation sessions to develop efficient work methods.Highlight: Within the top 3 performers month over month after obtaining the position.

Sherbrooke, Québec, Canada

- Supported all products related to SaaS cloud technologies (O365, Hosted Exchange, Bitdefender, Acronis, Proofpoint, Google Workspace, etc.) at Sherweb.- Resolved Level 2 issues and collected information from customers.- Scoped and investigated issues for owned tickets.- Participated in innovation sessions to develop efficient working methods.- Listened carefully to customers to understand their needs and provide appropriate technical solutions.Highlight: Within the top 3 performers for ticket volume and customer satisfaction month after month following the initial training period.

- Created competitive events while planning and respecting budgets.- Recruited and managed over 30 contractual and volunteer team members.- Led Marketing, Social Media and Moderation teams to foster a positive community and meet growth success goals.- Handled accounting, quotes, and partnership agreements.- Maintained and developed SaaS IP, improving existing code and infrastructure (NodeJS, Python)- Built, maintained and migrated in-house Linux infrastructure to support proprietary SaaS. (Ubuntu,OpenSUSE)

Recreational Techniques

Special Education Techniques