Christopher Levine Email & Phone Number

Austin, Tx, Us

Austin, Texas Area

- Function as a Knowledge-Centered Service(KCS) coach, guiding engineers on KCS best practices to ensure adoption of the process. - Design, implemented, and shared a feedback form for engineers that has been adopted across the gloabl support team. - Top 3 in closed support issues for the region in multiple quarters. - Design and implement a case review system so engineers can receive feedback on their work. - Performed as Supportability champion working with the engineering team to ship improvements to Jira. - Mentoring and Coaching multiple engineers to eleveate their impact and performance. - Reviewed and changed an internal account system highlighting $65K in lost revenue. - Onboarded new customer accounts to our Premier Support Offering. - Performed multiple techinal/values/team fit interviews during a period of rapid company growth.

Austin, Texas Area

Manage high profile customer accounts • Conduct meetings with customer management to update them on issues.• Serve as a single contact for all support cases for the customers.• Brief Packet Design management on customer issues.Content creation and training• Construct training program to streamline new employee onboarding time.• Design and deliver certification program for resellers to determine which resellers qualify for financial discounts.• Develop internal training documentation to ensure knowledge transfer within the team.• Create and deliver customer-facing webinars on customer requested topics. • Organize a proactive campaign to notify customers of critical issues.• Conduct onsite customer training.• Evaluate and interview technical support team candidates.

Austin, Texas Area

-Assist Customers via the Salesforce case management system and via the telephone to provide personalized and quick resolution to customer questions or concerns.-Assisted on site Packet Design Personnel when problems are encountered out in the field -Routinely assist with the most customer cases quickly and effectively troubleshoot networking and software issues included but not limited to -Trouble shooting issues related to OSPF/EIGRP/ISIS -Develop test networks in GNS3 for use in troubleshooting and educational scenarios-Investigate why SMTP, NTP, FTP, and other protocols are not functioning correctly or to the customers expectations-Verify that Netflow is being received and reported correctly by the netflow collector-Resolve issues regarding products ability to collect information via SSH and Telnet often due to ACL's and Firewall restrictions-Clarify to users why certain routing decisions were made on a protocol by protocol basis -Work with the Sales team to provide correct licensing information for customer systems-Produce high value documentation for customers in the form of “Best Practices”, that inform the users how to best utilize our product.-Utilize Jira to file software bugs and provide engineering team with the information needed to resolve bugs.

New York, New York

As a Support Engineering Intern, I received first hand experience in being a member of a NOC team. Responsibilities include (but are not limited to)-Provide desktop and networking support managing 20+ customer requests per day through the use of Kayako ticketing system and by a telephone support line. Consistently met resolution-time standards and recognized for having an aptitude in diffusing highly sensitive client issues. -Consistently met deadlines on important internal production planning stages, in order to assist the NOC team in the planning, development, as well as the production of a plethora of Microsoft Suite platforms and the virtualization of these platforms. -Supported a multitude of prestigious media, financial, and trading conglomerates. These firms required daily maintenance and weekly updates on issues occurring and the resolutions for these issues. -Assisted NOC team in the monitoring and upkeep of major network infrastructures through an internal network monitoring platform. -Responsible for provisioning IP telephony equipment and the construction of client databases in post-sales preparation. Accompanying a team of engineers during onsite installation of network equipment and troubleshooting including Cisco 1800 series routers and Cisco Catalyst 2950 Switch’s