Family-Blockchain-Crypto-DAO

Leader of the on-boarding, implementation and growth of North America business. Leveraged as a global resource for documentation and capabilities training.

Cater to the needs of an entire tour when it rolls into a venue

Customer Success!

Arrived at 6am to support the East coast customer base while working closely with the sales engineering team to assure not just that the deal got done but that the solution was successfully deployed, adopted and then supported beyond expectations. Consistently communicating and working with the product engineers and developers to provide not just bug tickets but also valuable customer feedback regarding enhancements and feature requests. Provided phone and email technical support for all Accellion physical and virtual appliances Assure the administrators of each appliance fully understand the various configuration options available. Receive all physical appliances and installed proprietary Linux based Accellion product to then be shipped to customers worldwide. Worked as single point person for the largest account (50,000 users) as their assigned support engineer. This required logging in through VPN to their helpdesk system to close any Accellion related tickets.

Managed the support phone queues for both the email and web filter products. Resolved over a 100 cases a week. Working closely with engineering and sales engineering was able to improve not only the support experience but the annual enterprise revenue as well as the product by delivering detailed reports and feedback from existing customers. Provide technical support via phone and email for Websense software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found. Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended. Multi-task, prioritize and organize all calls and e-mails sent and assigned. One of only 2 technicians able to support entire product line.