Robert Benigno Email & Phone Number

Ontario, Ca, Us

California, United States

California, United States

Technical Support Specializing in Integrations:Cloud Application Support, Escalations, Integrations, Salesforce, JIRA, Sharepoint, Box, ExcelPowerpoint, SSO, Bi Reporting, Scrum Master Certification

San Mateo

Technical Support Specializing in Integrations:Cloud Application Support, Escalations, Integrations, Salesforce, JIRA, Sharepoint, Box, ExcelPowerpoint, SSO, Bi Reporting, Scrum Master Certification

Orinda, Ca

• Efficiently and tactfully manage escalations and provide expert Level 2 and 3 support for Flexnet Manager for Engineering Application, a software license usage and optimization Reporting tool• Provide deep product technical knowledge and low level troubleshooting using phone, webex, and email• Carefully organize and coordinate phone and WebEx conferences with all stakeholders to discuss complex issues and situations and act as a liaison between the customer and the company• Log cases, enhancements and bugs using local CRM systems such as Salesforce and JIRA• Take “hands on” approach to technical support from initial call to final resolution• Volunteered to cover after hour support cell phone coverage • Systematically test and attempt to reproduce customer issues• Accurately create and analyze license usage and compliance reports • Create SQL scripts in order to search and validate data • Create and approve Knowledge Base articles for internal and user community• Create physical and virtual test environments on Windows and Unix platforms• Troubleshoot supported hardware, network and database issues • Educate customers on best practices to keep their production environments manageable and ensure maximum up time• Assist in interviewing, training and mentoring new technical support employees• Provide feedback to Engineering and Product Management team gained from various interactions with customers• Provide basic support for other products as needed

Orinda, Ca

• Efficiently and tactfully manage escalations and provide expert Level 2 and 3 support • Provide deep product technical knowledge and low level troubleshooting using phone, webex, and email• Carefully organize and coordinate phone and WebEx conferences with all stakeholders to discuss complex issues and situations and act as a liaison between the customer and the company• Log cases, enhancements and bugs using local CRM systems such as Salesforce and JIRA• Take “hands on” approach to technical support from initial call to final resolution• Volunteered to cover after hour support cell phone coverage • Systematically test and attempt to reproduce customer issues• Accurately create and analyze license usage and compliance reports • Create SQL scripts in order to search and validate data • Create and approve Knowledge Base articles for internal and user community• Create physical and virtual test environments on Windows and Unix platforms• Troubleshoot supported hardware, network and database issues • Educate customers on best practices to keep their production environments manageable and ensure maximum up time• Assist in interviewing, training and mentoring new technical support employees• Provide feedback to Engineering and Product Management team gained from various interactions with customers• Provide basic support for other products as needed

San Jose, Ca

• Provide Level 2 support for Flexnet Manager For Engineering Application• Create and manage cases through various CRM systems such as Pivotal, Service Now, CFS and Salesforce• Create and approve Knowledge Base Articles • Create Virtual and Physical test environments• Test and reproduce customer issues • Open bugs and enhancement• Provide phone and email support

• Provide technical support to customers on different platforms for various Acresso Software such as Flexnet Publisher, Flexnet Operations On Demand, Flexnet Manager• Assigned as Lab Administrator Assistant• Perform general maintenance on lab servers with multi-platforms and OS• Carry out general tasks such as build new test servers, reformat hard drive, and install new OS and other application• Reconfigure network information• Rearrange and organize support computer lab• Answer customer support lines in order to create new support cases, answer customer inquiries and route calls to proper depoartments• Administer training to new hires for Flexnet Publisher and Flexnet Manager

Bachelor Of Science (Bsc)

Activities and Societies: Sigma Alpha Epsilon

Education record