Michael Robles Email & Phone Number

California, United States

Mountain View, Ca, Us

New York, Us

Fort Mill, Sc, Us

Sunnyvale, Ca, Us

San Jose, California, Us

Verify access level via the customer access list Unlock and lock customer cages and cabinets for customers Monitor incoming ticket queue Answer incoming telephone calls Analyzing and facilitating the resolution of Tier I/II User Support issues received via phone calls, e-mails, and/or voice mail Follow the documented procedure for the customer trouble ticket lifecycle Complete customer requests both verbal and written (tickets) Assist customers as needed e.g. provide carts, provide approved tools etc. Occasionally install networking gear e.g. servers, switches, routers etc.

Milpitas, Ca, Us

Performed as an escalation point for technical support issues regarding Email Security related cases, which would include, network migration proposals/environment assessment and conversions, bug report verifications, and other product related performance issues. Created technical documentation for training and for support use in development of the department’s public/private knowledgebase, while collaborating with engineering/product development team for the planning of future feature development. Provided administration and maintenance for the product’s lab environment, ensuring internetwork accessibility for international team members. This encompassed DNS, Active Directory, Exchange uptime, along with firewall administration and SSL/VPN products for remote access.Performed scheduled QA bug testing checks before every major product’s version release date. Helped develop training curriculum for various team members for overseas implementation of Email Security training. This included weekly training sessions and distributed training partnerships to help reduce acclimation time and increase first day closure rates for new hires. Provided top tier support to large enterprise customer accounts in a focused designated role.Performed in a liaison role between engineering and product development in an escalated bug reports to resolution scenarios.Deployed central messaging system for internal support communication to assist with providing a more centralized communication channel for training and escalation inquiries for new hires overseas. Worked extensively with Windows Servers (Exchange 2003/2007, Active Directory) and various other email security solutions (Barracuda, Ironport),types of firewalls (SonicwallES, ISA, to help configure/maintain optimal performance of the company’s product line.Troubleshoot LINUX OS appliancesProvided technical assistance in a Sales related role on larger enterprise accounts seeking product deployment and renewal.

Campbell, Ca, Us

Team Support Lead (group of 4)Provide Level 1 and 2 supportPerformed as an escalation point for technical support issues regarding Email Security related casesSupported all Premium CustomersConfigure hardware and softwareTroubleshooting done from LINUX OSTroubleshot DNS, SMTP, MYSQL and LDAP issuesHandle large volumes of callsTrained new technicians

Norwalk, Connecticut, Us