Francisco "Cisco" Ojeda, Csm Email & Phone Number

Apex, North Carolina, United States

Responsible for working closely with Product Managers, Product Engineers, Project Deployment, and Strategic Account Managers to assist in growing/developing new business opportunities and the facilitation of the Agile Development Process for current and potential new projects.

Raleigh, North Carolina, United States

* Troubleshoot and resolve client’s online and phone inquiries regarding software issues, while providing excellent customer service* Prioritize, analyze and manage multiple inquiries from a varied group of clients* Advance product knowledge by reviewing new functionality and testing new product issues* Create client-facing documentation and collaborate.

Raleigh-Durham, North Carolina Area

• Providing the best customer experience (CX) at a leading provider of Integrated Workplace Management Systems (IWMS) and Computer-aided Facility Management (CAFM) software.
• Provide application support to customers based on three guiding values: "Do the Right Thing,” “Act with Urgency,” and "Cultivate a Culture of Excellence & Accountability.”
• Speak with customers about the most relevant features/functionality for their specific needs.
• Furnish end-user technical support of user-configurable Internet Information Services (IIS) Software as a service (SaaS) application used for Space and Move Management, Facilities Maintenance, and Asset Management.
• Work with the customers to ensure they are leveraging FM:Interact and achieve success.
• Troubleshoot website, database, and server-related performance issues.

Raleigh-Durham, North Carolina Area

• Routine responsibilities include, but not limited to:
• Answers customer calls and gathers accurately in electronic tickets all pertinent information from each customer interaction.
• Identifies trends in customer requests and communicates information regarding accounts with special needs to management.
• Communicates effective and accurate information and advice to customers.
• Ensures Service Level Agreement adherence for all customers.
• Answers customer calls received on the Tech Support phone Line.

• As a business systems engineer, I collaborate with product managers and other engineers and teams to create, plan, test, and implement strategic solutions to address user business needs. My strong knowledge of.
• Provided customer support for enterprise-class products and solutions for a wide range of industry verticals and technologies for Fortune 500 companies, in a top-ranked group handling high priority tracks for the.
• Accepted added responsibility as the “go-to” support person division-wide for multiple, multimillion-dollar revenue software solutions.
• Secured several professional services engagements through working relationships with customers, yielding millions of dollars in software renewals over a short period.
• Played a vital role in an on-site support visit to one of the largest, high-profile accounts in Mexico, avoiding an enterprise-wide product cancellation due to a successful fix implementation.
• Reduced risks related to implementation and documentation throughout the software life cycles of four major and several minor versions of the SAS platform by participating actively in solution design, testing.

Major: Management Information Systems Minor: Computer Science

Javascript

Code the Dream is a non-profit that offers courses in software development. Courses include intro to JavaScript, web development with Ruby.