Joseph Palas Email & Phone Number

Lake Forest, California, United States

Senior Solution Support Engineer – Lake Forest, CAResponsibilities:•Ensure the reliability and performance of high-stakes, automated production environments by providing prompt technical troubleshooting, analysis, and diagnosis for product, application, and integration issues.• Provide technical support during commissioning, system upgrades, and expansions, including resolving issues faced by Application Engineers on-site and participating in on-call weekend shifts on a rotating schedule.• Engage actively in customer relationship management and satisfaction through close collaboration with the global team, addressing customer needs, and resolving end-user technical problems in partnership with engineering teams.• Conduct research and development of corrective measures for technical and application issues, including identifying and qualifying product failures and assisting engineering in their resolution.• Efficiently manage case tracking using tools like Salesforce and Service Now, and contribute to the design, planning, evaluation, and testing of complex automated food & beverage equipment and systems.

Irvine, California

Technical Support Engineer - supporting the Kofax TotalAgility smart process application development and deployment platform. • Provided client-facing Application Support within a Support Case tracking environment (SalesForce, MS CRM).• Supported Client/Server architecture, SQL databases, IIS Web Services, using log file and trace analysis to isolate and resolve issues. • Work with Product Development to identify software bugs and enhancement requests in order to identify current technical flaws and opportunities to improve the software for ease-of-use and user productivity. • Skilled in troubleshooting web services, network connectivity issues, with an understanding of TCP/IP, SSL/TLS and database applications using a variety of tools and years of experience. • Experience Database querying using MSSQL, and issue analysis using ProcMon, Fiddler, and Wireshark for supporting customer issues

Irvine, Ca

Managed support of the US headquarters for an industry leading Wireless Device Certification Test House in Irvine for more than three and a half years.Pre-sales support for complex, high end Bluetooth RF test solutions including pre-existing hardware and software integration, equipment selection with regard to client requirements.Responsible for both pre-deployment software application support/quality assurance and post deployment client support and training.Supported clients in the mobile/wireless industry using remote support, email communication or on-site travel to customer locations both overseas (Asia) and domestic.Managed the global ticket system (both internal and customer facing) resolving or delegating incoming support tickets and coordinating multi-level support across multiple time zones, with 7 office locations in 5 countries with a main focus in Asian markets.Provided Support Analysis for software applications utilizing Client/Server architecture, SQL databases, IIS Web Services, using log file analysis, and remote access.Proprietary applications with unique architecture provided experience with SQL database issue analysis, Web service connection issues, and bolstered my ability to soothe agitated clients in an effort to come to the desired resolution.Performed on-site and remotely via MS Lync, WebEx, LogMein, VNC, and VPN using a patient and technical demeanor. I am very comfortable supporting clients remotely, while on the phone with them, or when that is not possible, laying out solutions step-by-step in email and following up until resolution.

• Daily managed the incoming technical support calls, planned and executed deployments and office integrations.• Successfully completed hundreds of remote support sessions doing product integration, driver installation, hardware/software troubleshooting. • Conducted online product training & Presales support for office integration of comprehensive dental imaging systems.• Trade show sales and inside sales.