Devon Sullivan Email & Phone Number

United States

• Act as an escalation path for Tier 1 engineers to solve advanced client technical problems and investigate elevated issues.• Document troubleshooting steps, analyze results and recommend solutions; this information is then used by product developers, managers, and quality assurance specialists to remediate at the system level and create a higher-quality product.• Work directly with clients to investigate and resolve problems associated with Cofense’s products.• Collaborate with… Show more • Act as an escalation path for Tier 1 engineers to solve advanced client technical problems and investigate elevated issues.• Document troubleshooting steps, analyze results and recommend solutions; this information is then used by product developers, managers, and quality assurance specialists to remediate at the system level and create a higher-quality product.• Work directly with clients to investigate and resolve problems associated with Cofense’s products.• Collaborate with Product Development to evaluate or diagnose problems and recommend possible solutions.• Maintain record of resolutions within the Cofense Knowledge Base.• Maintain an accurate work record for all tickets through Zendesk, Salesforce and JIRA systems.• Escalate and coordinate incidents to Management when required.• Provide training to Level 1 engineers as necessary.• Thoroughly research client questions and issues.• Install and configure recreations of client software environments to allow testing of software performance to replicate client environment and experience. Show less

Remote

As a Simulator Support Engineer I, I am responsible for assisting customers with ad-hoc support requests and interact with Cofense customers. I also assist with questions related the use of Cofense PhishMe application and engage Cofense’s development staff as needed.Responsibilities:• Monitor and respond quickly and effectively to requests received through Zendesk.• Provide technical assistance and support for incoming queries and issues related to Cofense… Show more As a Simulator Support Engineer I, I am responsible for assisting customers with ad-hoc support requests and interact with Cofense customers. I also assist with questions related the use of Cofense PhishMe application and engage Cofense’s development staff as needed.Responsibilities:• Monitor and respond quickly and effectively to requests received through Zendesk.• Provide technical assistance and support for incoming queries and issues related to Cofense PhishMe.• Performing remote troubleshooting through diagnostic techniques and pertinent questions.• Ask questions to determine nature of problem.• Walk customer through problem-solving process.• Follow up with customers to ensure issue has been resolved.• Troubleshooting a variety of computer issues.• Offering technical support via phone, email, or Zendesk chat.• Resolve incidents, issues, and problems, alone and through collaboration with internal Sales, Engineering, Development, and Product Teams and PhishMe customers.• Submit and track ticket to the Development Team in JIRA.• Escalate Issues to L2 and L3 engineers as appropriate.• Develop internal processes to facilitate effective issue management.• Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses. Show less

A natural problem solver who loves communicating with customers, understands technical speak and can convey technical jargon in layman's terms. • Provided first contact resolution and proactive follow up.• Troubleshot technical issues and report bugs and feedback to the product and engineering team via JIRA

Auburn, Washington

As the PPM Brand Champion for Veritas, I’m responsible for providing sales staff with training on Veritas products, processes, and programs. Brand engagement and assisting to craft solutions for customers using Veritas products.Responsibilities:• Facilitate Veritas product customizations for B2B customers based on specific organizational requirements. • Assist the Category Manager and partner representative to create programs to drive sales of Veritas brand. • Promote and… Show more As the PPM Brand Champion for Veritas, I’m responsible for providing sales staff with training on Veritas products, processes, and programs. Brand engagement and assisting to craft solutions for customers using Veritas products.Responsibilities:• Facilitate Veritas product customizations for B2B customers based on specific organizational requirements. • Assist the Category Manager and partner representative to create programs to drive sales of Veritas brand. • Promote and represent the Veritas brand at internal partner fairs and external customer facing events• Proactively drive top-line revenue for Veritas to achieve sales goals, through outbound calling and collaboration with other teams• Develop and maintain levels of expertise in Veritas products, programs and policies • Maintain tracking data on brand performance and trends• Manage sales from quote through integration.• Main point of contact for all internal sales questions pertaining to Veritas products and programs• Work with Sales Staff to promote and sell the value of Veritas products to customers. • Voted Quarterly Team Member Q4 2016• Achieved 2017 Q1 revenue goal at 130%. Show less

Irvine, Ca

Under the Center for Instructional Innovation department, I worked closely with interdisciplinary teams to provide support for all courses within the Blackboard Learning Management System.Responsibilities:• Provide support to LMS users in the investigation, analysis, and resolution of all problems related specifically to LMS and its integrated applications.• Directly supported Instructors with limited technological knowledge.• Performed administrative duties such as creation… Show more Under the Center for Instructional Innovation department, I worked closely with interdisciplinary teams to provide support for all courses within the Blackboard Learning Management System.Responsibilities:• Provide support to LMS users in the investigation, analysis, and resolution of all problems related specifically to LMS and its integrated applications.• Directly supported Instructors with limited technological knowledge.• Performed administrative duties such as creation and deletion of courses, and adding faculty to courses.• Primarily responsible for ensuring automated student population from Banner ERP in Administrator's absence.• Prepared course content to be uploaded into the LMS in cooperation with faculty and instructional design team using HTML coding, Content included audio and visual modalities• Direct support for instructional designers and faculty developer members • Provide multiple tiers of support for university personnel in varied department verticals• Maintain and improve technical and related administrative functions of the LMS systems• Provided a high level of technical support for disability services to meet ADA requirements.• Worked collaboratively with interdisciplinary departments to develop content for training tutorials for faculty and staff. • Assisted in filming/editing video tutorials and course materials. • Provided direct end-user training through Adobe Connect meetings as needed for both faculty and student audiences • Tested and evaluated LMS replacement system(Canvas)• Researched new methods for engaging users such as gamification. • In-depth knowledge of Microsoft Windows 7, Adobe Connect, Blackboard, Slack, Camtasia, Microsoft Office. • Regularly researched and tested new course material with outside vendors. • Frequently took on extra responsibilities to provide support to degree programs outside normal case load. • Worked remotely on a weekly basis. Show less

Mission Viejo

San Diego, Ca

• Responsible for overall inventory and day-to-day upkeep of copiers, and printers.• Processed customer orders including responsibility for giving accurate pricing quotes and time estimates. • Using Pc computer, assembled client files for printing.• Insured follow through on all projects to assure customer satisfaction.• Troubleshot various types of printing equipment. • Required excellent use and knowledge of computer/printer formatting.• Worked with black and white… Show more • Responsible for overall inventory and day-to-day upkeep of copiers, and printers.• Processed customer orders including responsibility for giving accurate pricing quotes and time estimates. • Using Pc computer, assembled client files for printing.• Insured follow through on all projects to assure customer satisfaction.• Troubleshot various types of printing equipment. • Required excellent use and knowledge of computer/printer formatting.• Worked with black and white laser printer, ink jet printers, large formatting ink jet, and large black and white plotter printer. Show less