Appointed as Acting Technical Support Manager durring the COVID outbreak

-Lead a team of 11 geographically dispersed people (NA/SA, Europe, Asia)-Mentor and coach existing employees-Lead and facilitate open communications between support, development, and other departments-Own the Escalations process for Support-Engage Development and Engineering as needed to resolve customer issues or provide a work-around until a permanent solution is found-Lead weekly group meetings and addressed priority issue, new developments or concerns among the Support team and management.-Research client's Priority/Escalated issues, and follow up with the customer with recommendations and action plans.-Organize and facilitate communication with customers on key/critical issues involving other teams as required (Sales, Development, Senior Management)-Communicate with senior management regarding current and potential issues-Conduct weekly Support Team meetings where performance metrics and major issues are raised and discussed-Provide a weekly report to management on the current state of Support including performance metrics/KPIs and escalated cases-Participate in daily meetings with Development and Engineering about current customers issues-Customer liaison with high-profile customers (US Military, Canadian Government , Loblaws, International Airports - Munich, Perth, Brasilia... etc)-Review all resumes and perform interviews for potential new hires-Create technical assessments, both theory and practical/hands on, for potential new hires-Review all resumes and perform interviews for potential new hires-Create technical assessments, both theory and practical/hands on, for potential new hires through priority and IT knowledge testssee less-Training new employees / re-training poor performers

-Lead a team of 4 people (NA/SA)-Investigate customer issues that members of the Support Team raise/escalate-KPIs: initial SLA, ongoing SLA, CSAT, Time to Close as related to Maintenance and Support/Non-Maintenance and Support customers-Ensure all issues are closed within 30 calendar days-Monitor all open cases to ensure every possible action has been taken-Tier 3 Support-Onsite support (US Airforce, US National Guard, UFC, Trinidad Defence Ministry)-Help with on-boarding of new employees (Support, Sales, Pre-sales)-Created yearly projects and on-going training to expand the Support Team’s overall knowledge i.e. log reading, Windows Clusters (WSFC), SQL Clusters (Always On/ Availability Groups), Access control, NFS storage, OPC... etc-RMAs- help monetize out of warranty repairs for our hardware to become a revenue generator-RMA - track for potential issues with hardware components to minimize customer impact

-Training customers and end users via Webex for basic/online authorization and for 3 day in class certified training-Prioritize customer issues based on severity, current Maintenance and Support status, and impact to Sales-Setup test environments both physical and virtual to replicate customer issues-Reproduce difficult issues and log issues in the internal bug tracking system (JIRA)-Log defects and improvements to the product in internal tracking system (JIRA)-Travel to customer sites as required for onsite support -Draft Knowledgebase articles and distribute them to the documentation team to be added to our Knowledgebase-Create documents to provide knowledge transfer among the Support and Sales teams i.e. SDK, logs-Approve technical edits for Knowledgebase articles-Flag special cases and other pertinent information for future Knowledgebase articles-Suggest and implement improvements to processes and functions to improve efficiency i.e. RMAs, Case Management System, procedures (SOP), SLAs, Maintenance and Support-Develop and present advanced technical training sessions to Aimetis key partners-Troubleshoot, research, diagnose, document, and resolve technical issues in Windows environments-Managing Support queues and troubleshooting tier 1 and tier 2 issues-Support and Troubleshoot Aimetis mobile apps for iOS and Android phones and tablets-Research Aimetis clients’ priority issues, and follow up with the customer with recommendations and action plans.-Create and improve procedures and processes used to effectively troubleshoot all customer issues.

Technical Support Specialist-Troubleshoot software issues in a highly scalable single or multi-server (farms/clusters) environment-Develop software solutions for client, server, and mobile components-Tier 1 support with customers and partners via phone and email-Configure test systems -Responsible for testing and validating new software builds before release-Provide direct onsite support as required-Ensure all issues are logged and tracked in Bugzilla, Salesforce-Responsible for taking inbound calls/trouble tickets and resolving software and hardware related issues-Close communication with development teams to assist in resolving time sensitive issues and bugs-Provide support for the installation and operation of Aimetis Symphony Video Management Software (VMS) on both Windows client and server machines

Installing and troubleshooting both hardware and software (desktops/laptops/touch screens)Provide LAN/WAN support for usersMonitor issues/upgrades through tracking systemResponsible for updating/maintaining company intranet websitePreparing archives of tape backups and sending off site

Trouble shoot Rogers Analog/Digital equipment over the phone with customersProvide technical support for "Rogers on Demand" servicesSchedule and book technicians after trouble shooting if required

Hardware and Software troubleshootingHardware and software installationsAssembling new computersSales