Freddie Jimenez Email & Phone Number

Cleveland/Akron, Ohio Area

Responsibilities • Answer inbound phone calls and emails from customers requesting assistance with OnBase • Interact with customer and understand needs; provide proactive suggestions as well as answers to improve customer satisfaction • Troubleshoot and resolve issues utilizing OnBase systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution • Assist customers with issues arising from product upgrades, installations, and configurations • Be an advocate for customer requests; maintain ownership of request and follow through consistently with resolution • Provide regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue • Compose internal documentation that fully reflects all activity related to resolution of support request • Compose Software Change Requests (SCR) based on customer issues or enhancement requests and submit to Development team • Obtain a high degree of proficiency with supported software

Independence, Ohio

• Remote administration of cloud and on- premise MDM servers for over 200+ clients.• Configuring, monitoring, upgrading and maintaining various MDM systems software and related components. • Technical troubleshooting of MDM servers and components (Cloud and on-premise)• Internal and external documentation creation, authoring KB articles, reporting.• Provide ongoing support (e.g., customer inquiries, new configurations, product training, etc.) to our customers.• Professional service consultation• Collaborate with Project Management to provide solutions for customers• Perform system configurations and facilitate user acceptance testing.• Create project plans and document client business processes and system configurations.• Conduct requirements gathering and ensure client satisfaction and product/service adoption.

Independence, Ohio

• Trained and developed new technicians on policies, procedures and technical troubleshooting.• Designed training documents, developed knowledgebase, and point of escalation for the support center.• Administered Active Directory user account and exchange mailboxes for users.• Provided technical support on network and email connectivity issues.• Supported End User configuration of mobile devices, mobile applications and device management software.• Subject Matter expert for large accounts i.e. American Electric Power, Teva Pharmaceuticals and Sterling Bank

Provided tier 1 pc support for college students. Communicated through phone, chat rooms and emails to troubleshoot basic sign on issues.