Christopher Mccartney Email & Phone Number

Nashua, Nh, Us

Burlington, Massachusetts

• Responsible for managing all assigned open cases according to the Everbridge Service Level Agreement (SLA); managing client reported issues, providing basic helpdesk support, diagnosing problem and determining proper escalation points as needed to drive resolution of incident to closure • Fortify client relationships focused on 100% measurable client satisfaction and ensure department is meeting and/or exceeding service level targets of system availability and responsiveness• Review and resolve issues escalated from Clients, Implementation, Sales, and Training, working with Technical Support Management where necessary to further the escalation• Document all client calls, emails and any other communications accurately and within SLA in CRM (SalesForce) tool• Maintain application level expertise as well as knowledge of the technical components reflected in subject matter expertise in client requirements including large enterprise-wide implementations, set up options and configurations, data uploads and broadcast usage.

Lowell, Ma

Application Support for a Unix/Linux based platform with over 5000 clients in a fast-paced environment that requires 24x7 support. Responsibilities include working with clients via phone and/or email to resolve connectivity issues or file encryption problems, as well as monitoring the health of the platform which processes about 40,000 files per day on average. The application moves close to $1B worth of files per day, including ACH and wire payments. Trained multiple new employees and wrote up documentation to aid in said training. Assist clients in the renewal of their security credentials (SSL, SSH, and PGP), and familiarity with most internet protocols, including AS2, SFTP, FTPS, and HTTPS. Software includes webMethods, Axway (Tumbleweed) and Edge encryption software.