Patryk Ruta Email & Phone Number

Dublin, Ireland

Responsible for managing Proactive Monitoring as a key component of Signature clients' Core Salesforce implementation. Key responsibilities include:- Establishing close, cross-functional partnerships with teams such as Support, CSM and Engineering to drive continuous Customer Success.- Conducting regular customer engagements to maximize service value, including presentations to diverse audiences ranging from executives to technical staff.- Leading customer onboarding workshops for the monitoring service.- Performing technical analysis of customer activity to deliver recommendations for optimizing Salesforce platform utilization.- Providing training and mentorship to new team members.- Driving process improvements to enhance service growth from both customer and team perspectives.

Dublin

Backline Support Engineer for Enterprise IT Security products including Symantec Endpoint Protection, Symantec Endpoint Protection Cloud and others.Duties:- Dealing with Top Tier IT Security Support issues - Serving as a link between Support and other departments like Software Development / Engineering, Product Management and Customer Success Management- Carrying out incident response by liaising with Symantec Security Response and providing assistance with threat analysis and remediation- Assisting with customers' IT security configuration through practical application of product protection features- Analysing and submitting product bugs and feature requests- As product SME, providing regular training and assistance for Frontline Support teams- Creating training and knowledge documentation for internal and external customers

- Troubleshooting, installing and configuring software - .NET based proprietary applications as well as 3rd party like MS Office, antivirus, firewalls, remote access software- Working closely with software developers - resolving issues and raising software change requests as well as providing design suggestions- Supporting hardware on Windows based workstations, servers, network switches, wifi access points, repeaters (Cisco, ZyXel, Netgear, DSL routers)- Installing PC peripherals' drivers, configuring devices.- Troubleshooting Windows issues using Event Logs, registry, msconfig and other MS Windows features- Writing and running SQL queries; managing SQL databases- Installing and configuring Windows Server 2003, 2008, Windows XP, 7 - 32 and 64 bit- Configuring routers, DSL modems (including bridging), VPN networks and hardware firewalls

Dublin 3

- Troubleshooting software and hardware problems - Resolving issues with broadband using Windows and Mac- Customer service- Achieving targets and meeting SLA’s

Dublin

- Resolving issues: network, hardware, O/S, software- Training and assisting new staff- Live call monitoring – quality control- Post call quality checks – recorded calls quality control- Providing quality control feedback to agents- Problem determination for technical issues

Hetac Level 6 Higher Certificate

Education record