Eric Orozco Email & Phone Number

Pune, Maharashtra, In

• Tasked with supervision of 14 Deskside Service technicians focused on IT services• Decisively handle escalations whilst working closely with VP's and Executives via ticket management• Manage SLAs via prioritizing requests and distributing tickets to team members• Provide onsite training by managing internal Knowledge Base• Performs basic hardware and software troubleshooting, diagnostics, and remote assistance.• Clearly and thoroughly document requests for assistance in our ticket management system.• Quickly respond to responses, notifications, and emails.• Manage incident flow and lifecycle of assigned incidents in Service Now.• Provide support to investigate data anomalies to determine possible root causes.• Maintain a working knowledge of the content of the system user and training documentation.• Continuously document processes and procedures for overall deskside functions.• Keep peers and leadership informed of incident trends and significant problems.• Identify, research, and resolve technical problems.• Ensure compliance with applicable statutes, regulations, and information technology policies.• Triage and escalate problems to other support teams when necessary.• Collaborate with other teams to identify, plan, and execute solutions.• Serve as liaison between IT department and business units when necessary.• Improve usage and increase productivity of IT support resources.• Makes suggestions for improvements throughout the service lifecycle processes.• Manage and execute necessary objectives and tasks as assigned.

Senningerberg, Luxembourg, Lu

ARTEC 3D MAR.2020 – PRESENT TECHNICAL SUPPORT ENGINEER• Currently assist clients with any software related issues• Support and train users on how to use software and scanners to their best potential• Troubleshoot all hardware issues pertaining to scanners, PC related issues (i.e. software compatibility with PCs) and physically test scanners that are reported as defective• Research, troubleshoot/debug to determine root cause of any reported issues by clients• Work closely with engineers by extensively testing scanners in different environments, processing all the data, and reporting any issues that could affect the software before software release. • Validated and debugged implementations and follow through on issues until resolved• Analyzed and reported issues, production outages, production logs, and customer feedback to identify ways to enhance our product as well as make support processes more effective• Gather and report user feedback to help improve product features via Jira and Zandesk• Eliminated outdated telephony system from ATT and deployed VOIP telephony system 8x8 company wide• Manage and trained management on the use of 8x8• Provide product education through various means of technology for both internal, and external clients

Campbell, Ca, Us

ENTERPRISE ACCOUNT MANAGER | JAN. 2019 - Mar. 2020Serve as a global IP solutions consultant and service engineer in VOIP technology (Virtual and Cloud Base Solutions)3+ years field experience working with the entirety of our enterprise clientele, based in these global regions: NA, SA, AUS, EU, and APAC/AUS Provide detailed and comprehensive feedback on both alpha and beta products prior to general release to internal teams and/or elite customer baseDirect engagement with R&D team to resolve irregularities with both internal and client facing products and resourcesPerform key role in maintaining global corporate client relationships through the facilitation and management of need assessment, ranging from large-scale design projects to granular issue resolution Serve as communication liaison between highest revenue generating clientele base and SYS OPS/DEV teamResponsible for identifying and providing corrective actions to establish service and solutions as required for customersSustain complex VOIP based infrastructure utilizing the latest performance and optimization toolsCollaborate with backend team members in software and hardware design and developmentTest and implement new services utilizing complex precision measurement devicesTECHNICAL SUPPORT ENGINEER | JULY 2018– JAN. 2019Provide over the phone technical support via escalations for our SMB/Mid-Market customers. Cases would involve mainly Call Quality / Call Termination issues. Troubleshoot network related issues on a wide array of routers and firewalls. Test networks for connection issues, proper LAN / WAN setups, and DNS related issues. Troubleshoot network setups to work with VoIP phones and resolve call quality issuesInvestigate SIP traces while working with 8x8’s NOC to correct routing issuesExplained and help setup customer preferred settings for their 8x8 systemResolved escalations from our 8x8’s upper management and Tier 1 support center

San Francisco, Ca, Us

-Review and respond to a high volume of user email and help requests in a professional, friendly and accurate manner- Research, troubleshoot/debug to determine root cause-Handle Help Desk tickets in person and remotely. Know when to escalate issues to Senior Systems Administrators and IT Management-Work to document the customer problem/request in details with in Salesforce-Ensure that all processes and procedures are completed, quality standards are met, and support tickets are executed within agreed upon timeframes-Analyze user request patterns and communicate this analysis to other teams; proactively identify and communicate support issues-Maintain accurate information and current status of cases in Salesforce daily-Demonstrate strong follow-through and consistently keep commitments to customers-Contribute to an environment that encourages information sharing, cross training and an absolute focus on resolving customer issues effectively-Gather and report user feedback to help improve product features-Identify inefficiencies in work flow and suggest solutions- Interface and collaborate effectively with other company teams including the Project Management, Project Coordination and Account Management teams- Participates in new team members training-Provide troubleshooting assistance to enterprise level clients via phone and email using Salesforce CRM to track resolutions alongside with JIRA and Confluence. -Escalate client needs/issues with the LiveVox application to appropriate channels (i.e. Tier 2 support/Client Setup/VoIP/DevOps/NetOps)-Ability to work with the teams to assist in providing resolution to client issues by understanding what the initial problem is, and attempting to resolve in a timely resolution.-Help create and maintain internal troubleshooting documentation on customer support via Salesforce.

San Marcos, Tx, Us

-Provide white glove, professional support to customers by thoroughly troubleshooting andinvestigating issues, prioritizing and escalating documented issue reports, and preemptive identifying support needs. ­-Promoted to Tier 2 Tech Support within first 3 months, focusing on customer interactions with higher degree of difficulties. -­Field 25-­30 inbound calls daily and make 15­20 outbound calls daily to customers that require further assistance. ­-Average over 45 minutes for outbound call; average over one hour for inbound. ­-Utilize up to five bug reports weekly to uncover which issue is occurring at hand and to resolve it before it spreads to mass amount of customers. -­Scan triage queue hourly to ensure that emails from customers will be answered in a timely matter and to troubleshoot, investigate, and resolve the issue at hand. -­Utilize Salesforce CRM to notate clean data in customer’s account to ensure efficient support and to provide the engineer team necessary feedback and information to improve the product. -­Collaborate with engineering, production, and other cross­functional peers on specific user­impacting issues as well as provide front line feedback that will help define improvementsto product and support offerings-­Offer a professional and personable support experience to customers through instant messenger, email, phone and video conference. -­Become well versed with our internal tools, online help, community forums, and support channels

-Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.-Received and routed business correspondence to correct department or staff member.-Sorted, received, and distributed mail correspondence between departments and personnel, including parcel packaging, preparation, and efficient shipping.-Answered telephone inquiries from clients, vendors and the public.-Trained new employees on multiple medical billing programs and data entry software.-Assisted military members and their beneficiaries by verifying eligibility for Tricare medical and dental benefits -Used different systems such as Rapids and D.O.E.S to provide to quality service ­Provide information to military families on how to add family members, updating active duty orders, and correcting records to show updated information-­Effectively communicated with customers, coordinated time frames for callback orresolutions, and assigned priority and severity levels