Primary contact for assigned Premium Support tier accounts.Responsibilities:-Design and deliver summary reports for customer's executives, highlighting core support activities-Serve as a customer advocate inside MasterControl by appropriately prioritizing issues and enhancement requests-As required, leads cross functional technical teams to resolve serious issues involving key customers-Maintain documentation on customer installations and customer configurations-Update MasterControl's knowledgebase with new technical information on best practices and technical solutions-Proactively evaluate customer installations for performance tuning actions-Log application defects in defect tracking tool-Provide backup support to other TAM team members-Work directly with senior technical teams to assure resolution of P1 issues-Contribute to architecture planning for new deployments as well as review of existing ones-Provide product coaching on key system functions and features-Database scripting for troubleshooting and resolution using SQL

Develop and deliver processes for partner onboarding, drive data gathering engagements, troubleshoot implementation and development issues and ensure timely solutions to customer issues.Data analysis, report validation and end-to-end execution of key performance metrics.

Rapidly growing startup, hired as first member of a newly formed IT team, direct report to VP of Technology. Provided many services as team was founded including project management, solutions architecture and implementation, system administration, and end-user support. Established department protocols and procedures including induction of a help desk ticketing system – Kaseya Vorex, Cyber Security Risk and Gap Assessment, quarterly maintenance of user/software licensing, asset management and purchasing. Working with new acquisitions and partnerships to ensure smooth transition into PCF ownership including system upgrades, system migrations and coordinating end user support.

Provided automated solutions to enhance productivity and efficiency through scripting implementation. Back-end server administration and support for Agile PLM hosted environment including firewall management, advanced switch networking using LAG and VLAN, VPN, IPsec, SQL, RSA, licensing, security patching and application updates. Support GoEngineer staff with IT needs including Active Directory, Exchange, VOIP Phone, Hardware and Software support. Installation and management of Audio/Video equipment for company-wide conference and new executive conferencing rooms.

Troubleshoot and resolve computer related issues including hardware, software, peripherals, and networks. Quickly and efficiently assist cottonwood employees, including remote staff at various acquired property locations including travel to conduct on-site audit.

IT Support for company specific applications as well as general troubleshooting. Processing inbound and outbound calls quickly and efficiently.

Delivering, Maintaining, and Servicing Audio/Visual Equipment around campus.Providing on-site support for events at the U for both internal and external customers, expressly audio-specific support.

Contacting potential customers and current customers providing them with new product updates and information.Assisting customers by setting up appointments with internal sales staff.