Robert Mendieta Email & Phone Number

San Francisco, California, Us

- Managed a 55% increase in Proof of Value engagements demonstrating strong customer engagement and onboarding capabilities.- Implemented process improvements to reduce the time to completion for PS Engagements, enhancing customer experience and internal efficiency.- Fostered enhanced communication strategies with the Sales team, resulting in more efficient customer engagement through regular interlocks with regional sales managers.- Collaborated with the Quality Engineering team to leverage real customer use cases for the continual refinement of sizing models for on-premise customers.- Developed and disseminated comprehensive training materials, significantly contributing to the global team's knowledge and closing skill gaps.- Increased operational transparency and improved documentation of processes and procedures, streamlining engagement steps and internal coordination.- Consistently delivered highly technical deployments with a focus on maintaining high customer satisfaction levels, as reflected in customer feedback.- Created several new Professional service offerings, including a customer onboarding initiative which led to a reduction in customer Time to Value, and resulted in the need to expand the PS team 300%- Presented Executive level status updates on a weekly basis.

San Jose, California, Us

-Work with Cohesity customers to seamlessly bridge the divide between customer product experience and product development-Use industry standardized tools to troubleshoot and gather information to accelerate providing efficient resolutions to complex problems in hyperconverged environments-Interface between customers and Continuous Product Development teams on a daily basis to verify, quantify, and resolve software issues-Write, review, edit, and contribute to develop internal and customer facing product Knowledge Base- Senior database resource responsible for onboarding new team members, and and collaborating with global teammates to resolve complex database issues. - Serve as designated resource for Microsoft Exchange and SQL solutions.

San Jose, California, Us

Round Rock, Texas, Us

Systematically gathers relevant information and applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.Performs quality audits.Provides leadership and mentors team members; coaches agents on their metric results ; may be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.Participates in and possibly leads conference calls with customers; knows their audience and articulates accordingly.Maintains proficiency in emerging technologies.Participates with leaders to determine focus areas for team’s technical improvement (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance).

Round Rock, Texas, Us

Utilize problem solving skills through the use of analytics, techniques and tools. Regularly review and submit content into the knowledgebase. Mentor and/or coach less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers. Work toward becoming subject matter expert in a particular area or areas. Exhibit strong troubleshooting skills such as interpret logs and capture traces. Have exposure to scripting and/or programming languages along with a JAVA/WEB APIs.Act as a remote customer advocate to champion specific customer needs in collaboration with field team. Effectively communicate to internal and external customers. Interface directly with customers at different stages of problem resolution process including understanding issues customers face, communicate plans for resolution, explain developments, and convey resolution. Participate in and possibly lead conference calls with customers. Maintain a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assure all appropriate individuals are notified of ongoing issues and problem resolution.

Round Rock, Texas, Us

PRINCIPAL DUTIES AND RESPONSIBILITIES - Interfaced directly with customers on a daily basis- Engage or escalated to more senior resources to resolve more complex issues. - Applied technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments - As appropriate, determined which tool(s) to use to resolve issues including running tests - Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment - Maintained a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status - Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution -Participated in eService content creation (self-service) such as Chat, and Support forums -Validated technical information and issues early warning and disseminates information as needed DEMONSTRATED SKILLS - Knowledge of job associated database/software/documentation. - Customer focused. - Ability to work in a high-pressure environment. - Problem solving skills. - Troubleshooting skills. - Exhibits confident behavior. - Time management skills.

San Jose, Ca, Us

Bellingham, Washington, Us

Arlington, Virginia, Us

- Orchestrated and performed the upgrade of firmware on 75 Cisco 7970 VOIP Phones, in an environment with many moving parts.- Responsible for all tier III troubleshooting on all equipment entering maintenance shop.- Conducted weekly vulnerability scans, which led to 100% vulnerability compliance for 11 consecutive weeks. - Coordinated schedules of 9 personnel to serve over 5000 systems during 24 hour operations.- Cross trained in fiber optic repair in order to resolve last minute issue that arose. - Performed operational checks and upgrades on 100+ antenna systems and network packages, in order to ensure successful operations in a worldwide environment.- Integrated Electronic Inventory System in order to track over $15,000,000.00 in equipment.

Arlington, Virginia, Us

- Maintained accurate accountability of all equipment, valued at over $1,500,000.00, in a rapidly changing environment.- Performed daily communication checks and was responsible for ensuring all equipment was operational in various high stress environments.