Eric P. Email & Phone Number

San Jose, Ca, Us

Managed escalation engagements to achieve agreed upon success criteria for customers in account jeopardy. Engaged with clients via various video conferencing calls (Zoom, MS Teams, Bluejeans, and Google Meetings), email, and Zendesk tickets. Provided deep research and analysis of full life of client support for internal contacts in Sales and Accounts as well as Support Management. Proactively monitored all enterprise Adobe Commerce accounts for support issues. Coordinated with Support Management, Sales, and Accounts teams on client needs and configurations. Aligned with Support and Engineering staff to provide timely, accurate resolutions of sensitive support issues. Developed in-depth reporting using Zendesk Explore toolset. Defined and documented processes and procedures in Atlassian Confluence and Microsoft Sharepoint. Tracked work completed, customer engagements, and internal projects via Atlassian Jira and Workfront. Trained and mentored new staff. Performed technical aspects of setups for test environments for staff. Monitored and engaged across support requests via Zendesk, Microsoft Dynamics, and Atlassian Jira systems.

New York, Ny, Us

Provided single-point-of-contact Tier One through Three support to Premium Enterprise clients via Zendesk tickets, Zoom conference calls, telephone, and email. Managed, coordinated, and supported client migrations to high-security, segregated-resource, AWS-based environments. Documented processes and procedures. Trained other TAM and support staff. Supplied constant guidance to other support, sales, and success staff. Provided Enterprise account setup, management, and maintenance using various in-house technical administrative tools, as well as SalesForce and Zendesk, in coordination with Sales and Success Teams.

Butzbach, Hessen, De

Designed, developed, implemented, and tested customization solutions for mobile web, iOS, and Android app proprietary platform using JavaScript, JQuery, HTML and CSS for user interface changes and PHP for import data transformations. Provided advanced Tier 2 and 3 troubleshooting and support for all aspects of platform. Led Tier 2 customization effort scoping and design, training and career path planning, managing all Tier 2 projects, and supervising all Tier 2 staff. Provided technical specification, scoping, and general troubleshooting and support to all Customer Success staff, including Account Management, Onboarding, and all levels of Support staff. Interfaced with B2B enterprise clients at all stages from sales to support via Zendesk tickets, phone, and Google Hangouts (now Meetings) conferencing.

Provided Tier-2 Technical and DevOps Support for big-data-transformation middleware running Java code via Talend on Linux CentOS hardware. Managed whole code deployment process working closely with engineering team, business teams, and service teams via Atlassian JIRA issue tracker, Jenkins, and Git. Managed and maintained 24 production, 9 staging, and 7 test CentOS Linux VMs and bare metal servers. Created and maintained BASH and PHP scripts for automated system alerts. Provided on-call Development Operations support 24/365. Documented systems' technical configurations, specifications, and requirements, as well as troubleshooting guidelines using Atlassian Confluence. Created attractive, informative release notes for each code deployment, readable to all levels of user and stakeholder. Monitored and updated live production SQL data using queries executed through Microsoft SQL Server Management Studio. Developed and deployed internal tool sets with Ruby on Rails, managing code changes and peer review through corporate GitHub integrated with local Git install.Provided support to partner B2B enterprise companies’ engineers and technical managers via Saleforce tickets, email, and Webex conferencing to troubleshoot and streamline server-to-server data transfer via RESTful API-to-API processing based on custom XSDs for Application/XML get and post http transfers. Provided detailed issue and improvement descriptions for new development as well as fully conceptualized use cases and user stories. Provided detailed bug reports to various development teams via JIRA. Specified and provided use cases for new product enhancements and features.

Austin, Texas, Us

Worked closely across Engineering, Product Management, Technical Support, and Professional Services teams to provide timely and complete solutions for high-touch B2B enterprise customer problems. Configured complex testing environments to reflect specific customer implementations. Provided sole Administrator control of Atlassian JIRA issue tracking system project. Created Python scripts integrated with PySaunter and Selenium Webdriver via Team City to automate SDK and API testing. Managed patch release process using SVN and Git. Led team transition from SVN to Git.Identified and provided reproduction steps for product issues. Tested and verified fixes to product. Provided feedback on UI issues. Assisted Technical Support and Professional Services teams with problem solving and bug identification. Trained all QA Staff. Ran daily Triage meeting. Documented all QA processes and systems.

Austin, Texas, Us

Supported enterprise clients' implementations of complex online social media SaaS application suite on their own large-scale corporate websites utilizing editorial content management workbench interface, JavaScript widgets, API, and SDK to access Pluck-stored data via enterprise application running on servers maintained by Pluck. Communicated between B2B enterprise customer editorial, community manager, and technical contacts via Jira ticketing system, email, phone, and Webex conferencing. Coordinated across Professional Services, Engineering, and Quality Assurance teams to ensure resolution of customer problems as soon as possible. Owned customer-reported issues until verified full rectification. Provided guidance and assistance at all levels of customer implementations. Identified, verified and provided reproduction steps for bugs. Trained all Technical Support agents. Ran daily Triage meeting. Documented all Technical Support processes and systems.

Austin, Texas, Us

Austin, Tx, Us