Jason D. Email & Phone Number

Toronto, Ontario, Canada

Waterloo, Ontario, Canada

• Creating and escalating bug reports using JIRA for development review• Assisting account managers on Customer Technical review calls• Ensuring devices are configured properly for SNMP / NetFlow• Assisting partners with troubleshooting network issues with diverse network architectures• Interview potential technical support specialists• Training of T1 Technical Support Specialists• Creation and verification of Knowledge Base articles spanning multiple vendors and technologies (Cisco, HP, Dell, SonicWall, PaloAlto)• Replication of customer based issues in a lab environment• Exposure to ConnectWise, AutoTask, BrightGauge and other MSP related products• Internal product (new feature) testing

Waterloo, Ontario, Canada

• Provided excellent customer service via email, phone and chat• Developing and maintaining external knowledge base articles which include device configuration and general network troubleshooting• Assisted partners with Netflow, SNMP, SSH, Telnet, CLI, WMI, and other protocols• Host screenshare (Zoom) meetings for complex deployment and troubleshooting initiatives• Assisted with configuring and monitoring lab equipment including Cisco, HP, Dell, and Forigate devices• Perform and analyze TCP dump packet captures isolating traffic issues in session flows• Integrate for RMM\s such as ConnectWise, ITGlue, Slack, Teams and Warranty Master

Waterloo, On

• Respond to incoming telephone calls• Create service requests• Process returns, exchanges and parts requests• Resolve technical issues over the telephone and via remote troubleshooting with customer systems• Respond to customer inquiries related to Equitrac, Nuance PDF products, and eCopy Sharescan• Assess customer support requirements• Collaborate with internal and external support partners and stakeholders• Engage/escalate service requests to Tier 2 technical support as required• Reference and contribute to the Knowledge Base Tool to resolve technical issues independently