Edgar Comper Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

An integral member of a high-powered technical team dedicated to delivering technical support and guidance to Zendesk Premier Customers.Handling customer escalations, product changes, service issues with a strong sense of urgency and flexibility.Understand customer needs, advocate internally for solutions, and communicate effectively to provide the best possible customer experience.

Dublin, County Dublin, Ireland

Provide support for all technical queries from customers related to Zendesk’s multi-product platform via live messaging/chat as primary support channel, as well as providing resolution for technical issues escalated by the Technical Support Specialists;Handle Critical escalations;Swarm with less experienced colleagues using fundamental troubleshooting skills to isolate, analyse and provide resolution to customer issues of moderate to high complexity;Dedicatedly look for solutions to problems and propose improvements if something could work better;Drive product change and improvement;Mentoring, providing coaching, training and feedback to peers where necessary;

County Dublin, Ireland

Managing a dynamic 24x7 online business platform;Participating in managing and maintaining complex ongoing change to a high availability systems;Providing second and third level expertise for multiple technologies: web and application servers, virtualisation, cloud computing, networking;Maintaining and grow ITIL processes for all aspects of service management;Supporting security controls analyst, undertaking & improving execution of security controls;Liaising with managed service partners and suppliers and optimize their delivery performance;

County Dublin, Ireland

Act as the first point of contact for all internal employees for infrastructure based issues. Using phone and ticket system.Ensuring the IT Incidents are resolved and Services Requests are fulfilled within a given SLA by utilizing the Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.• Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA • Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base • Effective dispatch to the correct organization and resolver group • Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams. • Highlight all potential major incidents and problems to the respective service and problem managers • Ensure compliance with all security standards and policies

Superintendência Regional No Espírito Santo — Polícia Federal

Recorded details of all incoming support requests in line with company procedures,ensuring accurate information was obtained in all cases.Diagnosed hardware and software faults.Solved technical and application issues.A point of contact for customer support and queries.Installed, configured and maintained devices and software for all end users.Worked with Windows Server 2008 - 2012 and basic virtualization, implementing services/servers and maintaining its availability.Performed troubleshooting with regards to network connectivity and security.Performed 2nd and 3rd level roles while working with that company.

Ministério Público Do Espírito Santo

Provided onsite IT technical support, troubleshooting and forwarding technical issues withregards to devices, PCs, infrastructure and network connectivity.

Ministério Público Do Espírito Santo

Provided customer support via helpdesk ticketing. Solved issues with printers, connectivityand general problems within the domain structure.