Michael Lewis Email & Phone Number

Campbell, Ca, Us

-Dedicated assigned Technical Support Engineer managing multiple high profile accounts as part of an elite team interfacing directly with executive leadership and management-Utilize innovative problem-solving, planning, developing, and implementing technological solutions to resolve issues-Liaison between customers and technical support, engineering, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to Enterprise customers-Create and deliver weekly custom reports containing details on current open technical issues, maintain active JIRA escalations and open enhancement requests to resolution or closure for each account

Campbell, Ca, Us

-Part of a small elite team which manages technical issues for dedicated Enterprise level accounts-Liaison between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to Enterprise customers-Service customers to meet all of their technical and account management requirements-Handling Tier 1 escalations associated with accounts such as performing remote phone, network, and system configuration, as well as troubleshooting connectivity and performance issues

Campbell, Ca, Us

-Experienced technical support professional assisting business customers with our award winning hosted PBX, VOIP, Contact Center, SIP, and Hosting services.-Resolve technical issues associated with 8x8’s hosted communications products via phone, e-mail, and/or chat.-Service customers to meet all of their technical and account management requirements.-Provide technical support in a cloud computing / telephony environment.-Troubleshooting of routers, switches, and network equipment.

San Jose, Ca, Us

-In-depth analysis, implementation, and troubleshooting of software applications, SIP telephony, 802.11a/b/g/n communication, local area networks, speech recognition, Windows servers, and system configurations.-Assist in authoring and maintaining knowledge base articles for internal and external use.-Provide formal and informal training to customers, colleagues and partners.-Identify and advocate product supportability requirements.-Report product defects and enhancement requests.

-Document and manage customers’ technical support issues while delivering excellent customer service.-Collaborate within the company, escalating issues and engaging others to solve difficult problems.-Advanced level research of critical software issues on Windows Server 2008 RC2.-Monitoring and responding to critical SIP, PBX, and other telephony issues customers may have.

South San Francisco, California, Us

- Part of a global operational support team that provides second and third level support for Google Apps in an enterprise with over 100K seats.- Experienced Second Level to VIP Support for Google Apps (Gmail, Calendar, Docs, Sheets, Slides and Sites). - Supported end users and agents on Mac OS X and bundled applications.Assisted end users with obscure Google Apps issues while able to provide complete explanations and even provided workarounds the get end users running as soon as possible.

-Manage workflow and service request using robust CRM solution.-Work with other support groups and vendors to provide seamless support to customers.-Assist colleagues with general IT solutions.-Resolve customer complaints and develop a searchable knowledge base with an FAQ-Implement new technical support procedures to assist dealing with clients while providing top quality answers and research.-Migrated entire company email from Microsoft Exchange to Google Apps.

Paris, France, Fr

-On site technician supporting and providing training on devices with Windows XP, Windows 7, Mac OS X (10.4-10.7), iOS (iPhone and iPad), Microsoft Office, Google Apps (gMail, gCal, gDocs and more), and others.-Designed robust user interface using PHP, HTML5, and other web based languages where users could strip attachments from their emails and automatically re-upload them to a secure server.-Developed an application for Mac OS X 10.6.8 which would automatically set up Apple Mail with the correct enterprise credentials using Applescript.

-Successfully completed a high profile project at a large biotech company dealing with the issues that developed after merging information systems with another large biotech company.-Worked on site in South San Francisco and Basel, Switzerland to assist VIP customers in person with technical issues.-On site technician supporting and providing training on devices with Windows XP, Windows 7, Mac OS X (10.4-10.7), iOS (iPhone and iPad), WebEx, Microsoft LiveMeeting, Microsoft Office, Google Apps (gMail, gCal, gDocs and more), and others.-Provided support to customers using video conference and teleconference rooms.-Designed robust website delivering technical information regarding the use of multiple systems on individual calendar events, collaborative documents, Google Apps, Outlook and any other topics that arose as a result of the merger.-Troubleshot calendar issues between Google Calendar and Outlook, email issues between gMail and Exchange as well as Microsoft Sharepoint and many other document management systems.