Michael Ross Email & Phone Number

Morrisville, North Carolina, United States

Morrisville, North Carolina, United States

Responsible for managing and developing Support's Professional Services related to Dedicated Engagements and Critical Accounts

Morrisville, North Carolina, United States

Responsible for managing and developing all Dedicated Engagements for Varonis Support while leading a growing team of Dedicated Support Engineers (DSE).Dedicated Engagements bridge the gap between Support, Customer Success, and Professional Services, offering customers a dedicated resource to address the Varonis solution implemented and operationalized in their environment.

Raleigh-Durham, North Carolina Area

Achieved remarkable growth in the Dedicated Support Program, scaling from two to nine engagements within a span of less than a year.Established comprehensive procedures to enhance team members' project management capabilities through training and development initiatives.Created protocols and procedures for the seamless deployment of contracted resources, ensuring optimal support for our clients.Effectively oversaw the Proof of Concept (POC) and implementation phases of productivity tools such as SmartSheets, Power Automate, and other essential tools.

Morrisville

A Varonis Dedicated Support Engineer (DSE) is a hybrid Project Manager and Support expert fully invested in supporting a Client organization. Because they support only one Client, they become intimately familiar with the environment and take on much of the management of the Varonis Data Security Platform. They proactively monitor for problems, offer recommendations based on best practices, and help their clients optimize their usage of Varonis to ensure the maximum return in value possible.

Raleigh-Durham, North Carolina Area

• Provide application support for Varonis products• Troubleshoot customer infrastructure in relation to Varonis product platforms• Create internal knowledge base documentation• Collaborate with other teams to identify, address, and resolve customer issues• Build and administrate labs for internal teams

Frontline Support for all Varonis CustomersManaging customer expectations, questions, technical problems, and provided support for future release upgrades.Provided Customer Support by phone, email, ticketing systems.Worked closely with the Sales Team to ensure customers, prospects, and evaluations were handled with care and focus.Assisted with Licensing tasks for customers, identifying bugs or incorrectly configured systems; and working hand in hand with the customer, toward mitigation.Supporting DatAdvantage, DatAnywhere, and DataPrivilege software suite across several platforms, including EMC, NetApp, Windows Server, Hitachi NAS and others.

Assist customers with enterprise software configuration and architecture, report subscriptions, errors, and upgrades. Requires knowledge of, and ability to troubleshoot our software with:Windows Servers 2003-2012, Active Directory, Networking, NetApp, EMC, Unix, SQL Server, MS Reports Server, shares and NTFS permissions, Directory Services, SharePoint, and Microsoft Exchange

Raleigh-Durham, North Carolina Area

Assist customers with enterprise software configuration and architecture, report subscriptions, errors, and upgrades.Requires knowledge of, and ability to troubleshoot our software with Windows Servers 2003-2012, Active Directory, Networking, NetApp, EMC, Unix, SQL Server, MS Reports Server, shares and NTFS permissions, Directory Services, SharePoint, and Microsoft Exchange.

Raleigh-Durham, North Carolina Area

• Responsible for the identification of root causes, resolutions, work-around, testing /implementation, and IT/vendor fixes and/or system design changes for Connect, AVoices, MIS, Vdna and BVoIP enterprise services.• Acted as SME for GCSC Tier 1 to support internal and external customers globally.• Worked very closely with Area Manager of Network Operations to support continuous improvement of SASHA, the workflow protocol. • Provided assistance and support for the newly hired Training and Escalation Managers.Accomplishmentso Promoted to the role of Team Lead after 6 months of employment; responsible for resolving high-level escalation tickets. o Worked alongside the M5 coding team to identify and optimize automation.o Assisted in the creation of Tier 1 troubleshooting protocols for AT&T Connect Teleconferencing.o Consistently ranked in top 5th percentile in a department of 500+ employees.

Raleigh-Durham, North Carolina Area

• Responsible for the identification of root causes, resolutions, work-around, testing /implementation, and IT/vendor fixes and/or system design changes for Connect, AVoices, MIS, Vdna and BVoIP enterprise services.

Bachelor Of Arts (B.A.), Anthropology And Psychology

Ethnographic Field schools in Thailand and Guatemala. Undergraduate Research Grant Recipient Research paper on Cellphone technology.

Associate Of Arts (A.A.), Psychology