Rene Zamora Email & Phone Number

Bastrop, Texas, United States

Austin, Texas, United States

- Manage the Falcon platform by driving incident response, investigating targeted threats including Advanced Persistent Threats, Organized Crime, and Hacktivists, and performing systems administration for 16K+ customers.- Perform initial triage and analysis of security alerts and basic malware and respond to requests and queries from global customers including Virgin Hyperloop, the State of Oklahoma, and the City of Las Vegas.- Assist incident handling processes across Windows, Mac, and Linux platforms by performing initial triage, managing escalations, and driving incident remediation.

- Managed up to 500 inbound chats and ticket support for internal users of Mac and Windows systems daily via JIRA and Slack while maintaining 90 and above NPS scores.- Onboarded 500+ new employees and set up all desktops, laptops, cell phones, and workstations including permissions in Active Directory to enable access to internal systems. - Served as the liaison between Helpdesk and Exchange teams to streamline and maintain communication with internal teams and users during scheduled downtime.

- Oversaw and managed calls and chats for the US Helpdesk by managing troubleshooting & escalations.- Trained and mentored 30 new hires on Windows troubleshooting procedures.- Acted as an Agile Iteration Manager and Subject Matter Expert on Windows troubleshooting for the LATAM group as the only Spanish speaker on the Helpdesk.

- Managed inbound calls, chats, and walkups for the Helpdesk while providing troubleshooting documentation and facilitating remote overseas training, mentoring, and knowledge sharing for a 10-person team.- Served as an O365 admin and managed Active Directory for 5000+ users.- Rolled out Okta for Austin fabrication workers to replace aging Citrix boxes, optimize administration management, increase stability, and reduce downtime.

- Managed all technical aspects of 1500 customer accounts for a 500K+ portfolio in collaboration with support technicians, engineers, product, marketing, and the sales team to maximize efficiency, prevent downtime, and ensure satisfaction.- Partnered with senior management to resolve critical matters, steer organizational enhancements, and develop strategies to promote growth and prevent churn.- Created and ran monthly campaigns and tracked metrics from quarterly satisfaction and account reviews to maintain an 80% or above overall NPS score.

- Oversaw the maintenance of 99.99% server uptime and resolved outages across all Exchange environments by leading monitoring, resolving escalations, and conducting preventive maintenance in alignment with Rackspace SLA guidelines.- Trained and mentored 15+ new hires on policy and procedures.

- Managed and ensured the on time resolution of hundreds of incoming phone, chat, and tickets each day while proactively identifying and eliminating potential future issues.- Trained and mentored 30 new hires and created articles to document troubleshooting techniques for complex issues.- Set up and maintained 500K Exchange accounts and troubleshot email issues on Exchange and Post Fix servers.

- Managed and ensured the on time resolution of hundreds of incoming phone, chat, and tickets each day while proactively identifying and eliminating potential future issues.- Trained and mentored 30 new hires and created articles to document troubleshooting techniques for complex issues.- Set up and maintained 500K Exchange accounts and troubleshot email issues on Exchange and Post Fix servers.

- Led advanced support and troubleshooting to resolve complex customer issues, monitored and managed queues, proactively fixed future potential issues, and maintained service level goals with a 20-person team.- Trained, coached, and mentored 20+ new hires while authoring articles that documented troubleshooting techniques to increase resolution rates, reduce escalations, and maximize customer satisfaction.