Reginald Wallace Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

Sustaining the link between outward facing user success engagements and the product development cycle to maintain the cross-functional activities occurring in the MicroStation group, contributing to a holistic approach to product development.

Stockbridge, Ga

Enabling successful user outcomes through a proactive, services based business model that helps Bentley better align with its users’ needs and increase the adoption of our products. User advancement is about increasing awareness and improving outcomes for Bentley's users. It combines elements of strategic account management and user advocacy to evolve a new way of how we do business and build relationships. * Understand user expectations * Co-develop success place * Create strategic plans * Anticipate users’ needs * Automate processes * Monitor real-time * Deliver value that drives revenue Responsible to be user’s trusted adviser, leveraging subject matter expertise, technical and business acumen, domain specific skills, and excellent client interaction. Through demonstrating proactive problem solving, predictive and preventative behavior, the MicroStation User Advancement Advocate provides great outcome based support. Responsibilities of the User Advancement Advocate include: * Key contributor to the overall success plan for global and strategic accounts * Deep engagement with strategic account planning * Coordinate with account manager on strategic game plan * High degree of interaction with the users and Bentley colleagues in development, product management, sales, and marketing * Evangelizing users’ needs internally to drive the cross-functional product team toward user success * Perform market segmentation based on sales geographies, brand performance, usage, revenue, and strategic priorities * Physical visits to user sites as needed and in-person strategic meetings MicroStation User Advancement Advocate helps sustain the link between outward facing user success engagements and the product development cycle to maintain the cross-functional activities occurring in the MicroStation group, contributing to a holistic approach to product development.

Escalating as well as monitoring accounts that have specific issues that might impact production or cause workflow issues to ensure communication is made between product management, development and the customer. This involves testing escalated issue on internal builds to verify issue as well as potential fixes that have been made.

Reviewing and debugging crash and hang dumps related to MicroStation and other Bentley products. I also function in role of support product lead for specific areas such as interoperability between MicroStation and AutoCAD, Annotation, and File References.

Provide technical resolution via telephone and/or email through remote desktop or server access.• Position requires an ongoing profession working relationship between development staff, QA department and end user which called for me to be buffer on sensitive issues.Setup and customized helpdesk software to log and maintain call customer calls.• Diagnosing problems that also include receiving customers data cases to be tested in computer lab or virtual machine environment which requires detailed explanation(s). Able to do this for multiple users at a given time because of good organization skills and ability to dissect problem and get to exact issue.

• Provided primary support for software and hardware.• Setup and customized helpdesk software(HEAT) to log and maintain call customer calls.• Designed and maintained WebPages for State of Georgia Court Automation Commission.

Technical Support Analyst supporting Plot Station a server based plotting service.