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

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

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.