Greg Kong Email & Phone Number

Boston, Ma, Us

Managed a team of escalation engineers while also being a player alongside them helping to investigate and troubleshoot issues. Handled critical and escalated issues, driving them to resolution by coordinating all necessary resources. Worked closely with our R&D, DevOps & SaaS teams to quickly resolve problems and minimize downtimes. Developed support process playbooks and best practices to ensure issues are handled and resolved quickly while maintaining customer satisfaction. Developed enablement training to on-board new hires. Maintained and often exceeded KPIs set by the business.

Mentored and guided teammates in troubleshooting and resolving complex issues that required deeper product knowledge. Resolved challenging technical issues for customers through email, phone and remote sessions. Collaborated closely with R&D teams on resolving customer issues, bugs and product design or enhancements. Wrote technical knowledge articles to help internal teams as well as customers.

Acquired By Riverbed

Responsible for engaging with clients to understand their needs and seeing that they're successful in adopting and using Aternity to its fullest potential. Discussed client strategic goals and finding ways on how Aternity can meet those goals. Discussed how to operationalize Aternity within clients' practices and processes. Performed product demonstrations on key features and functions. Found opportunities to expand footprint within their organization.

Westborough, Ma

Mentored and guided teammates in troubleshooting and resolving complex issues that required deeper product knowledge. Resolved challenging technical issues for customers through email, phone and remote sessions. Collaborated closely with R&D teams on resolving customer issues, bugs and product design or enhancements. Wrote technical knowledge articles to help internal teams as well as customers.

Westborough, Ma

Responsible for troubleshooting and resolving challenging technical issues through various communication methods. Performed root cause analysis by performing in-depth log review. Worked with customers on designing and implementing solutions that met their needs and goals. Installed and deployed solution in customer environments. Worked with R&D teams to help resolve issues and interfaced between them and the customer. Created knowledge base articles for customer self-assistance.

Rational Testing Tools: Functional Tester and Quality Manager

Rational Requirements Space: Rational RequisitePro, SoDA and Requirements Composer

QA for the CLARiiON product line

System Administrator for Groups 91 & 93