Roberta Campi Email & Phone Number

San Francisco, California, United States

Work with clients to manage their customized versions of the Skedulo product. Skedulo creates cloud-based software to allow any company in any industry to schedule, manage, engage, and analyze their deskless workforce. I help trouble shoot the issues and help navigate the issues that are presented both by client and CSMs

Redwood City, CA

Primary duties includes working directly with our clients to manage projects focused on the API integration into the product platform, and certifying their secured SSO compliance initially.Also, responsible for troubleshooting connection issues, certifications and application errors.Since the majority of the clients are in the financial institutions, I had.

Mountain View, CA

• Provided high level support to users of the data collection application, which includes helping with their integration and use of the application.
• Reviewed and diagnosed issues via backend diagnostics, its behavior vs intended purpose, system behaviors and protocols.
• Worked with teams, especially in improvement of the information and delivery of end product and new releases.
• Wrote and queried SQL via sql scripting, review of tables and logs.
• Worked on escalation issues for users. Monitored pending Jira issues on all bugs/features, including issues written in Confluence.
• Managed large accounts, worked in depth with the user, not only to resolve issues, but any issue or queries.

Redwood City, CA

• Triage and resolved all support Incidents originating from internal and external customers.
• Tracked issues from start to finish, until issues are resolved per customer satisfaction.
• Worked on SMAL and SSO issues when restricted access was introduced with some users.
• Diagnostics included webpages format and components that made up the video (html5/javascript/MP4).
• Created internal support site for FAQ’s/KB's, Wiki’s and Forum’s to resolve Issues and provide information.
• Written and published all of the KB/FAQs currently in circulation.

Los Gatos, CA

• Managed support personnel, reviewed all issues/cases, managed team caseload, reviewed performance and product returns/RMA status.
• Oversaw complete work schedule, and hours, reported on SLA process and efficiency of customer support.
• Provided back up support for team, worked with engineering on fixes and various support updates while keeping support on target daily.
• Created several incentives to boost team moral, brought down outstanding tickets in group, worked on promotions and direction for support team.
• Helped on cutting cost by streamlining our RMA process.

Los Gatos, CA

• Provided Pre & Post Sales support pf PLM; escalated issues, tested and implemented fixes directly for large clients.
• Met Face to Face with clients/users to reviewed issues and upgrades.
• Maintained mirrored servers for reproducing issues, product updates, backup & restore DBs from client environments.
• Diagnostics of the PLM product included data collected (Db) and various logs, configuration files, and scripts that needed reviewing.
• Reported all activity in Salesforce CRM; responding to internal and external emails and phone calls, recorded all bugs/enhancements in Jira.
• Team Leader, reviewed support personnel issues, product problems and information, represented team in QA meeting, including European support.

. Provided main support for all incoming calls, dealt with Financial and Government corporations where NDA was required.. Secured virtual data room for M&A deals, administered setup, operation, and training and administrated per clients requirements.. On top of latest issues, including security, platforms, plugins, drivers, and more.. Technical Accounts.

Supporting network team, provided assistance with project management duties, liason between support and engineering. Supported testing group. Instrumental in organizing and closing over 300 tickets in 2 months plus cleaning up old issues that were outstanding.

• Primary lab support, maintained systems in office, tested using XML scripts on product
• Worked primarily L1,L2, L7 areas of connection; primarily TCP/IP
• Setup and maintained small network for office and testing, including troubleshooting switch, ISP connections and maintaining both LAN and wireless connections for office.

• Provided support for both clients and sales personnel on issues of telephony concerning LDAP, SNPP, SNMP, SMTP, MHTTP, HTTP, TAP protocols.
• Provided support via phone, email, WebEx sessions and telnet connections. This included installations, reconfigurations of their initial setup or even modifying their system environment to optimally work with our.
• Backup maintenance at our datacenter. Tested and verified new builds.

• Experience in Windows & LinuxUnix platforms, Networking protocols, MS SQL\Analysis Server:, NetBackup, Veritas Backup Exec, Legato Networker, packet tracers, Ghost and VMware.
• Wrote and executed test plans for database, installation, upgrade, scalable production environments, and high database-load scenarios.
• Created\administered SQLDB, which various testing of the data collected and pushed in via scripts to tested or replicate an issue.
• Team Lead for offshore test team in both acceptance and regression testing.
• Maintained lab environment for various platforms and supported systems to test out fixes and customer issues.
• Represented QA in pation for QA including test specification/test cases, kb articles and training material.

• 2nd level of support to our customers, tracking and documenting software bugs.
• Primary support in QA for new SMTP product and headed the support of Network sniffer application
• Worked on NDIS, DNS and ODI setups, including the protocols for Netware, Supporting TCP/IP applications, network protocols.