Francisco Bloise Email & Phone Number

London Area, United Kingdom

London, United Kingdom

London, United Kingdom

Part of the EMEA support team, my current role responsibility is to provide focused support for Netskope customers in a proactive and strategic way to maximize the value of their investment and to strengthen the current partnership. Additionally,• Provide mentoring to my team colleagues in the form of case investigation calls, training etc• Use of Sumologic to search and analyze backend Logs to pinpoint customer issues• Assisting from Technical Support perspective with key… Show more Part of the EMEA support team, my current role responsibility is to provide focused support for Netskope customers in a proactive and strategic way to maximize the value of their investment and to strengthen the current partnership. Additionally,• Provide mentoring to my team colleagues in the form of case investigation calls, training etc• Use of Sumologic to search and analyze backend Logs to pinpoint customer issues• Assisting from Technical Support perspective with key outages and working closely with Netskope Engineering to improve the product, provide RCA to customers and working on interoperability issues with other vendors to ensure issues and software conflicts were minimized and eliminated.• Assisting the Sales team with suggestions, technical advice for customers and partners deployments. Show less

Aylesbury, United Kingdom

As part of the Advanced Team, I’m worked as Project Lead for the Data Protection team across the EMEA region, a critical business unit for McAfee managing DLP (Data Loss Prevention) and Endpoint Encryption, directly reporting to the EMEA regional and senior management.Dynamically and confidently, I’m skilled in areas of analytical problem solving and ability to create excellent experiences for customers.• Successfully mentoring a team of 12 people across EMEA in both Business and… Show more As part of the Advanced Team, I’m worked as Project Lead for the Data Protection team across the EMEA region, a critical business unit for McAfee managing DLP (Data Loss Prevention) and Endpoint Encryption, directly reporting to the EMEA regional and senior management.Dynamically and confidently, I’m skilled in areas of analytical problem solving and ability to create excellent experiences for customers.• Successfully mentoring a team of 12 people across EMEA in both Business and Enterprise levels.• Coordinating activities as well as motivating them to ensure quality and adhering to the ITIL methodology.• Assisting management with preparation & planning of training plan for new starters and mentoring them, cutting costs on external training agencies across EMEA regions.• Identifying process gaps, designing & conducting training programs to enhance operational efficiency.• Working closely with the business functional areas, technical teams and clients to define systems/projectpriorities, scope, approach, resource requirements and timing deliverables.• Communicating development requirements concisely to the senior business stakeholders via seniormanagement.• Responsible for effective issue resolution on high severity cases.• Supporting Professional Services and Sales Engineers with live implementations and leading post go livesupport activities.• Setting goals and objectives (KPIs) for team members to keep in line with company Service Level Goals.• Collaborating with DLP engineering with organisation for development plans globally.• System management, automation, product deployment & updates, and server task management. Show less

Aylesbury, United Kingdom

• Receiving escalations from Tier 1, Case distribution, managing customer technical complaints and working hand in hand with Sales escalations team. • Assisting management team with preparation & planning of reduction of backlog and with team organisation.• Collaborating with Senior TSE (Tier 3) providing them with key pointers for development plans.• Advancing my knowledge by assisting engineering team in the means of analysing PROCMON with bootlogging, crash dumps, kernel… Show more • Receiving escalations from Tier 1, Case distribution, managing customer technical complaints and working hand in hand with Sales escalations team. • Assisting management team with preparation & planning of reduction of backlog and with team organisation.• Collaborating with Senior TSE (Tier 3) providing them with key pointers for development plans.• Advancing my knowledge by assisting engineering team in the means of analysing PROCMON with bootlogging, crash dumps, kernel dumps, full memory dumps.• Assisting Tier 1 actively on a daily basis to reduce backlog, improving customer expectations and avoiding cases to be delayed and escalated.• Started preparing and providing training for new starters including the interns part of theMcAfee Internship programme. Show less

Aylesbury, United Kingdom

Provided an excellent technical support for Encryption & Security for Email server products when I joinedMcAfee.• Supporting our McAfee customers through various mediums whilst providing a proactive approach.• Ensured that all of requirements were met prior to escalating a service request to the next level of support.• Achieved Manager's choice in Q4 2014• In Q3 2014 got 17 surveys, all Excellent.

London, United Kingdom

• Provided telephone and ticket assistance for technical issues for Windows and Linux hosting, domain names and Virtual Private Servers• Promote and upsold company’s products• In-depth check high-end orders for fraudulent issues• Resolve billing issues such as refunds, cancellations, discounts.

• Provided information about property tax information to clients and effectively answered client’s concerns and questions

• Assigned coordinators workload

Nvq In It User, It

Contact Center Institute Agent Skills Training Program, Contact Center / Customer Service Training