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.

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.

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.

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.