Eric Breshears Email & Phone Number

San Diego, California, United States

Assisted High School students with a wide range of subjects - primarily mathematics, but also reading and writing. Encouraged students with test preparation and test taking strategies. Prepared study activities and worksheets when necessary.

San Diego, California, United States

Assisted customers over email or phone, with issues ranging from account recovery to performance and network issues.

San Diego, Ca

Communicated with the Development, Quality Assurance, and Product Management teams to collect necessary information to create customer-facing materials, utilizing Salesforce’s built-in knowledgebase feature, as well as Adobe FrameMaker. This includes Release Notes, Installation/Upgrade materials, Knowledgebase articles, and Evaluation guides for customer and internal support use.Updated administrator help systems to include information from new major releases, maintenance releases, and hotfixes.Tracked the status of known issues (bugs) in DevTrack and JIRA to create and maintain a comprehensive Resolved and Known Issues list.Published support materials with ePublisher, editing HTML as necessary.Posted support materials to the corporate website and updated pages with RedDot.Authored scripts for support videos demonstrating product features and configuration.Arranged flow charts with Visio to guide customers, support analysts, and sales engineers through product installation and upgrade over a variety of deployment scenarios.

San Diego, Ca

Created User Acceptance Test plans for projects redesigning/adding features to the Websense technical support website, as well as Salesforce.com.Performed testing on the above during stages of development as well as in production.Interfaced with IT and the Documentations team to align with a common goal in the changes we implemented, providing feedback, suggestions, and reporting bugs/defects.Reported on trends in Knowledgebase usage by Tech Support agents worldwide (Americas, UK, Australia, and China).Audited technical support cases to ensure attached Knowledgebase Articles are relevant to the issue and provide an accurate resolution to the case.

San Diego, Ca

Made outbound calls to Websense customers that were affected by a known issue, and directed them to the proper hotfix to resolve the issue.Became lead of the outbound call team and provided direction to the team, as well as interfacing with management, reporting on project status and tracking expected completion date.Fielded inbound calls from Websense customers, opening tickets as required, routing them to appropriate technical support personnel.Experienced using Salesforce.com to open and manage cases for Websense customers.Provided solutions to commonly experienced problems, utilizing the Knowledgebase and shared knowledge from within the organization.Modeled hourly staffing (including vacation requests, training scheduling, and agents out sick/late) versus incoming call trends to ensure adequate phone coverage for each hour of the day. Provided this information to Technical Support management on a daily basis to allow for any schedule changes if necessary.