Provided substantial front-end and back line technical support to customers and less-experienced team members. Analyzed customer logs and diverse customer environmental data to troubleshoot and recreate resolution. Proactively enabled customer self-service by analyzing and devising solutions to resolve highly complex questions including usability, technical functionality, product configurations and integration issues.• Quality tested pre-GA products to identify code issues, confirm, and document new features. • Confirmed code fixes provided by Sustaining Engineering to limit client exposure to continued defects.• Developed and implemented a mentoring program to support engineers across the globe and to assist newly hired coworkers assuming front line Support of the Arcserve Enterprise backup solution resulting in 25% fewer client escalations the following year. Eased the staffing impact on client satisfaction metrics. Reduced time to resolution by 10%. • Demonstrated ability to provide top-notch customer service in high-pressure situations.• Achieved high overall satisfaction ratings from clients averaging 9.3 out of 10. • Leveraged effective relationship building skills allowing collaboration with the customer and ensuring success in meeting deadlines and resolving complex issues. • Teamed on a project to increase user acceptance of end user community site as an alternative to conventional support options. Initial low end-user and Engineer participation was overcome. Within 1 year the company set goals of Community Success rate of >=40% and Total questions answered correctly <=2 days were achieved with a 10 % increase in user participation. Received a monetary bonus.• Authored the most technical documents in Support team for 3 consecutive years and achieved high hit ratios on documents published which resulted in increased issue deflection and a better end-user self-service experience.

• Provided front-end technical support to customers proactively enabling customer self-service. • Selected as dedicated support engineer to a key platinum account. Streamlined issues with Unicenter TNG to a single contact, ensuring issues were resolved in an expedient consistent manner.• Support liaison for Technology Services Industry Association (TSIA), which provided support for third party vendors seeking assistance with mutual clients.