Eric Gasior Email & Phone Number

* Delivered engaging technical education classes and workshops to customers, partners, prospects, and employees through in-person and virtual delivery methods.* Continuously improved education curriculum by analyzing customer feedback and incorporating new product features into courses and materials.* Led project to convert all instructor-led training to.

* Provided technical support for Code42’s enterprise customers via phone, chat, web portal and remote access tools.* Performed remote monitoring and maintenance of customer hosted clouds, appliance hardware, network health, and the Code421 server application using secure access technologies.* Created new internal and externally facing documentation and.

* Triaged potential escalations for tier 1 agents, providing steps for resolution or escalating to engineering teams when appropriate.* Led cross departmental project to create new video content for new user onboarding and common issue resolution, resulting in a 40% drop in phone call/screen sharing support requests for top 10 ticket drivers.

* Provided support for a client/server data security and backup application on Windows, macOS and Linux.* Performed log dives to resolve complex issues, working with engineering teams to reproduce and document novel issues.* Worked intra and cross departmentally to develop and maintain public facing and internal documentation.

* Developed and delivered custom HTML and CSS code to resolve issues with web pages built with the ClickFunnels products* Provided support for web page building application, API integrations, CRM suite and web publishing issues.

Saint Paul, Minnesota

* Developed and delivered custom HTML and CSS code to resolve issues with web pages built with the LeadPages product.* Provided support for web page building application, API integrations, CRM suite and web publishing issues.* Developed and piloted customer onboarding program (implementation, continuing coaching and single point-of-contact support) for.

I provided daily one on one remedial reading instruction to children aged 5 to 10 in a Title 1 school. I was responsible for maintaining detailed performance and progress reports, working with program staff to plan out future lessons.

* Responded to escalation requests from tier 1 agents for iPhone, iPad and iPod touch, as well as overflow tier 1 support for all other product lines (consumer hardware, servers, OS)* Provided quality assurance call monitoring and coaching for tier 1 support agents, averaging 20% improvement in CSAT score after a two week coaching cycle.

Front line support for Apple iOS product line.