Kevin Van De Leur Email & Phone Number

Palo Alto, California, United States

- Maintaining communication with customers as well as the technical and sales teams in order to identify needs and potential solutions.- Collaboration between software developers and engineers to provide ideas for potential solutions to a problem.- Providing customers and other stakeholders with presentations of potential solutions.- Monitoring and directing the incorporation of newly developed platforms, systems, and technologies.- Developing new business reports.- Identifying issues, providing potential remedies, and providing recommendations for course corrections.

Palo Alto, California

- Daily QA product testing (Black/Grey - Box, Regression, Smoke testing) at all stages of development to identify bugs.- Logging bugs in JIRA bug tracking system providing clear explanations and examples to assist engineering in replicating the problem.- Replicated customer issues in house, and work closely with engineering teams to resolve issues when required- Software test case creation (Web, Desktop, Mobile platforms)- Test automation- Assisting Support team with International User issues. - Assisting Software develop team with localization.- Assisting Sales with demos and customer solutions.

Mountain View, Ca

- Daily QA product testing (Black- Box, Regression, Smoke testing) at all stages of development to identify bugs.- Logging bugs in JIRA bug tracking system providing clear explanations and examples to assist engineering in replicating the problem.- Replicated customer issues in house, and work closely with engineering teams to resolve issues when required- Software test case creation (Web, Desktop, Mobile platforms)- Test automation- Assisting Support team with International User issues. - Assisting Software develop team with localization.

San Mateo, Ca

QA:- Daily QA product testing (Black- Box, Regression, Smoke testing) at all stages of development to identify bugs.- Logging bugs in JIRA bug tracking system providing clear explanations and examples to assist engineering in replicating the problem.- Accountable for properly analyzing and reporting department results.- Replicated customer issues in house, and worked closely with engineering teams to resolve issues when required- Worked closely with Product and Executive team for bug prioritization- Software & Hardware Test case creation- Test automation- Engage with outsourced QA team to ensure tasks and dates are metSupport:- Provided assistance to customers through support forums- Maintained User knowledge base- Creation of reporting tools- Maintain API tracking of user base- Created Approval process for API requests from user base- Some CSS coding for custom support site.

- Provided assistance to customers via email and support forums.- Enhance support with integration of reports and tracking tools - Testing at all stages of development, and identifying bugs.- Logging bugs in JIRA bug tracking system providing clear explanations and examples to assist engineering in replicating the problem.- Replicated customer issues in house, and worked closely with engineering teams to resolve issues when required

Provided assistance to customers, and company partners with pre-sales and post-sales inquiries and problems via phone, email, web chat and support forums.Assisted QA with product testing at all stages of development, and identifying bugs. Logged bugs in JIRA bug tracking system providing clear explanations and examples to assist QA and engineering in replicating the problem. Replicated customer issues in house, and worked closely with QA and engineering teams to resolve issues when required.

Accountable for oversight, and effective training program for customer support representatives located in US, Europe and Asia.Assisted QA with product testing at all stages of development, and identifying bugs. Provided data management support, including the development and generation of business reports and statistics, as needed.Established customer support team goals by region that yielded results for customers.Effectively escalated customer issues throughout the organization as necessary for quick resolution.Developed and organized training materials, multimedia visual aids, and other educational materials.Traveled to numerous trade shows to help manage the show processes, set-up, media interaction and tear down responsibilities.Responsible for managing all assigned projects on schedule & within budget.

Directly supervised thirty (30) customer support professionals; responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; addressing complaints and resolving problems.Ensured staff performance was in compliance with established procedures and met or exceeded departmental performance and Quality Assurance standards.Responsible for ensuring completion of payroll, performance documentation and other employment documentation.Accountable for real-time monitoring of multiple client queues to maintain appropriate service levels; making staffing adjustments as needed throughout the business day using call center monitoring software.Accountable for properly analyzing and reporting department results, i.e. productivity, QA and attendance.

Served as a resource for Tier 1 customer support agents.Responsible for evaluating and researching customer issues that have been escalated and required a higher level of expertise to ensure customer satisfaction.Responsible for development and translation of both internal and external training materials.Participated in the development, administration, and maintenance of knowledge database, writing and verifying knowledge articles, as required.

A.S, Information Technology

High School Diploma (For In Germany))