Sr. Systems Administrator
CurrentI was originally hired as a "Log Manager Service Support Specialist", to learn and support the Log Manager solution, prior to it being publicly available. After about a year, I created a Support team, which consisted of roughly 6 employees. Around June of 2011, I started the "Product Specialist" team, which consisted of taking escalations from the Support personnel, and working closely with developers on how customers were utilizing products and services, and determining the best ways to resolve complex issues. This group was also tasked with setting up test environments that emulated customers' environments, to assist Support personnel with ways on troubleshooting, based on the complex environments. During this time, I also assisted with managing the Service Desk team, until a manager was hired for the team.• Manage up to 15 employees• Generate team metrics and reports• Meet with other department management teams, to determine better ways to perform business • Generate SOPs for internal teams and customer workflows • Customer support for up to 1,000 customer accounts• Customer and employee training on products and service offerings• Manage and maintain partner accounts (related to documentation and training needs)• Maintenance verification and customer notifications (via Act-On)• Account management and ticketing system administration (SalesForce and Zendesk)• Soft phone configuration and administration (Angel and AWS Connect)• Generate and administer KB articles (SalesForce and Zendesk HelpCenter)• Troubleshoot complex customer issues• Configuration and administration of metrics system (Satmetrix)• Project management (minor) via SmartSheet• Configuration and administration of customer self-training environment (Docebo and Cornerstone On-Demand)
