*Provides escalation support for service cases*Troubleshooting and supporting new product deployments*Works with client to evaluate and solve technical issues*Document technical support issues and resolutions.*Assist with the creation of internal technical support processes.*Broad computer infrastructure knowledge to include networking, systems, firewalls and private/public/hybrid cloud platforms.*Manages and creates support processes with limited oversight from manager.*Work under pressure and handles difficult and complex issues.*Striving to be a subject matter expert within the support arena.*Complete understanding and wide application of advanced technical principles, theories and concepts in the security field.*Eagerto learn through self-paced study as well as instructor lead courses*Willing to stay on top of the latest security technology.*Passion, commitment, and flexibility.

*Deliver the highest quality support to BitSight's customer base and ensure that users get the most value from the BitSight platform.*Responsible for providing quality and efficient customer service to internal and external customers as well as interacting with internal teams and advocating for customers*Respond to customer inquiries, triage issues, identify scope and gather information to ensure cases are properly documented in our case management system* Take ownership of technical issues, and drive issue to resolution* Work cross-functionally with internal stakeholders, such as Engineering, Product Management, Data Operations as needed to resolve customer issues and improve the BitSight platform* Mentor Technical Support Engineers* Document troubleshooting and problem resolution steps* Contribute to our growing knowledge base and community* Develop subject matter expertise of BitSight platform functionality* Maintain customer expectations and meet Service Level Agreements

Cloud Collaboration TAC Engineer – (Federal Team) Support Cisco’s Federal customers and the technologies that they utilize. This team is a specialized group dedicated to exclusive support to federal and government customers. Cloud Collaboration TAC Engineer - (CSE) Primary responsibilities are advanced troubleshooting of technical problems customers may encounter using Cisco WebEx services, Cisco Spark, Cisco Jabber, Telepresence, diagnosing and resolving client PC configuration issues, and advise our customers on the use of Cisco Cloud services via inbound and outbound phone calls, and emails. Utilize the Account Management portal as well as other database tools and trouble ticket system to manage and track issues and escalations in accordance with service level agreements. Managing the complete ticket life cycle (end to end), with responsibility for troubleshooting (including setup and management of customer troubleshooting sessions with backend engineering teams), communicating updates, workarounds, and resolutions to customers until the issue is resolved. ● Participate in delivering and exceeding customer service level commitments. ● Receive inbound customer technical support calls via a phone queue; utilize trouble ticket application and databases to manage and resolve the customer issues. ● Manage and respond to incoming internal emails or support ticket requests thoroughly in a timely manner. ● Receive inbound non-technical support inquiries. • Utilize other customized tools and processes to help identify the root cause of technical problems. ● Research and resolve customer inquiries for the various products and services our Cloud products offer, including customer follow-up, working with various engineering teams.●Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner over the telephone or via e-mail. ● Communicate and work effectively with staff in all levels of the organization.

Systems Configuration Specialist (Senior Analyst)•Provide superior customer service to both newly hired employees as well as Adecco branch management to ensure a smooth transition for both parties during those critical first days of employment •Introduce and configure applications and websites for new users in order to get them to a “Ready To Work” state as fast as possible•Coordinate activities between internal IT groups to effect a seamless experience from account creation to login for the end user•Manage activities such as prioritization of the “New Hires” queue, Tracking of the status of cases, and adherence to established SLAsHCL America (Continued) Global Access Management Analyst •Performed account administrative functions to set up system and application accounts and apply appropriate security access.•Interacted directly with internal customers (such as the Service Desk) and maintained the highest degree of customer service•Reviewed Corporate policies and standards regularly and ensured compliance with all such guidelines Helpdesk Technician •Provided support for logging, tracking, resolution and reporting of help desk incidents and service requests. •Involved with activities associated with restoring normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.•Managed activities starting from accepting and logging of a service request to request prioritization, request fulfillment and subsequent closure.

•Responsible for providing second level technical support to software clients. Also responsible for the successful technical analysis and resolution of client reported incidents related to software problems.•Worked directly with clients to conduct analysis of technical configurations, integrations, data migrations and technical installations for client systems, in order to perform in-depth technical troubleshooting, and recommended the appropriate work-around as well as a timely solution. • Documented all internal and external correspondence related to incident resolution via SalesForce. Also documented solutions, procedures, and standards for clients as well as for internal use. •Developed and maintained assigned technical standards for use in client and internal projects. A typical standard included writing & running SQL scripts of DB2 database. Trouble-shot and documented our application’s integration with Client Systems such as Oracle, SAP, Ariba, PeopleSoft, etc.•Analyzed , Edited, and Implemented XML data in production and test environments on behalf of customers and for testing purposes•Milestone – Increased continuity and reliability of customer support by introducing and implementing the customer service team’s first “Shift Transition Report” which in-turn provided seamless coverage of issues.

•Provide professional, courteous, and prompt technical support for the GFI messaging and security software products via phone, email, and chat support. This includes basic problem prioritization, analysis and resolution of issues where answers can be easily obtained. As a result effectively resolve the issue with a high level of customer satisfaction •Work closely with the IT administrators (customers) to effectively resolve complex technical issues, in order to provide regular updates and a timely resolution to the customer. Maintain a test network for simulation of customer’s production environment.•Actively track and manage client interactions by logging all customer contacts in CRM ticketing systems.•Maintain outline of the key steps to resolution of a problem and communicate to the customer via frequent and regular status updates in line with the company guidelines.

•Provide professional, courteous, and prompt technical support for the GFI messaging and security software products via phone, email, and chat support. This includes basic problem prioritization, analysis and resolution of issues where answers can be easily obtained. As a result effectively resolve the issue with a high level of customer satisfaction •Work closely with the IT administrators to effectively resolve complex technical issues, in order to provide regular updates and a timely resolution to the customer. Maintain a test network for simulation of customer’s production environment.•Actively track and manage client interactions by logging all customer contacts in CRM ticketing systems.•Maintain outline of the key steps to resolution of a problem and communicate to the customer via frequent and regular status updates in line with the company guidelines.

•Provided high level of professional customer service at all times. As well as received a high volume of incoming customer calls in order to provide first contact support for Eaton Powerware’s customer base.•Responsible for supporting other internal Single Phase customer service groups such as the Technical Support, Scheduling, Inside Sales, and Core/Parts groups. parts, and contract sales.•In additional, responsible for driving battery, based on incoming call traffic.

•Provide professional, courteous, and prompt technical support for the GFI messaging and security software products via phone, email, and chat support. This includes basic problem prioritization, analysis and resolution of issues where answers can be easily obtained. As a result effectively resolve the issue with a high level of customer satisfaction•Work closely with the IT administrators to effectively resolve complex technical issues, in order to provide regular updates and a timely resolution to the customer. Maintain a test network for simulation of customer’s production environment.•Actively track and manage client interactions by logging all customer contacts in CRM ticketing systems.•Maintain outline of the key steps to resolution of a problem and communicate to the customer via frequent and regular status updates in line with the company guidelines.

•Deescalated customer complaints by using a high level of courtesy and superior listening skills. •Researched products and services and answered billing questions.•Demonstrated basic troubleshooting skills as well as offered alternative solutions where appropriate by using the web-based tools at my disposal. As well as exhibited a customer retention mind set.•Handled business transactions in connection with activating new customer accounts and consistently made good business decisions as it related to collecting revenues and adjustments to customer accounts.

•Experienced in test preparation in various DMS-100 switches including wiring as well as hardware and software test setup •Tested and evaluated DMS-100 switches as well their peripheral equipment through automatic scripts, call simulations, and heat chamber testing.•I also have experience with various Nortel products such as : Sonet, MVIE, and Spectrum products.•Maintained accurate and detailed documentation and system information for projects assigned.