Responsibilities- Providing product support to OwnBackup Clients through (remote sessions, phone, email)- Assist customers with basic/advanced troubleshooting and answer questions within a defined support SLA- Case Management (root causes, test cases and solutions to fix/resolve the problem- Providing timely information to customer facing teams to improve overall customer satisfaction- Mentoring internal support teams on technical issues and best practices- Development as a technical expert work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)- Drive complex, high-profile, customer technical escalations- Training clients to ensure they can use the product at its full potential.

In working as a Customer Success Engineer with a focus in Application/Production Support, below are a few Job Responsibilities. -Troubleshoot Technical support issues that were reported through (Chat, Email, & Phone).-Assisted in Live Meetings( Webex, Ringcentral, GoToMeeting)-Assisted with Sales on Prospects with Customer Installations/Licensing & Free trials.-Communicated with Sales Team on Leads to help close deals and followups.-Documented/Record support tickets through a ticketing system(Salesforce CRM)-Communicated user's on solution/updates on their support tickets until resolved/closed.-Worked directly with Engineering on Product Features/updates/testing-Assisted in Testing/Validating solutions and features in Production before Shipped/Released-Reproduce/Replicate errors reported from users and then Escalate to Engineering-Document Resolutions/Troubleshooting steps to resolve users support issues.-Assisted in Documentation updates to (User Guides/Reference Docs)-Assisted with Salesforce.com deployments/migrations -Worked with SalesForce Metadata API in Deployments/Migrations and worked with Web Services API

- Responsible for setting up Laptops/Desktops for sales reps and employees in the office. - Record/Document equipment given to employees- phone chargers- Verified back-ups were successful using (Symantec)- Configured iPhone's, BlackBerry's and other mobile devices for employees- Serviced printers and setup printers inside the office.

Responsible for setting up laptops, desktops, and phones for our sales people and our employees in the office Verifying successful Back-upsSetup Phone Extensions for Employee'sProvided Technical Support that was neededImaging (Norton Ghost)Setup user profiles in Active DirectoryCreated Excel SpreadsheetsVerified accuracy of data, compiled spreadsheets by combining data from various systemsMapped Network drives to the workstationsCreated drives for the different departmentsFolder access to certain employee's using Active DirectoryLoaded Documents in CSV file and imported them into a Report GeneratorSupport of the companies Laptops/Desktops, printers