Roel Shafer Email & Phone Number

Paramus, New Jersey, Us

Lead diverse and inclusive teams of highly technical support engineers to deliver AppSec security support for a suite of Checkmarx products on-prem and SaaS / AWS Cloud environments.• Oversee continuous support operations, improvements, on-call / afterhours, escalations, follow-the-sun coverage, department / team / individual performances and training, knowledge base, CSAT.• Monitor and report on performance metrics in SalesForce and tracking system(s). • Ensure success of the team; high-quality output, satisfied customers and internal employees.• Retain and challenge support members with growth opportunities, training, compensation and benefits for 5+ years

Tasked to create a world class support organization supporting four distinct enterprise level archive, compliance and discovery applications with globally distributed teams (US, EMEA, India, Japan) and virtual employees• Built plan and executed successful transition of several HPE products (NearPoint, CAMM, HPCA) and 1500+ customers into Capax Support model, including product knowledge & training, KB articles and maintenance & account information into Salesforce/Remedy• Established workflows, reporting, surveys and notifications within Salesforce/Remedy• Established and administered Clarity Connects ACD workflow and skills routing for supported products• Generate and deliver daily/weekly/monthly/annual timely reports to monitor SLA’s, incident backlog, activities, survey response and quality of service for support organization• Collaborate and advise PM and Development with product Road Maps • Uncover and deliver additional opportunities to Sales/Renewal/PS groups from customers that contributed to overall department revenue• Successfully cross trained global teams (30 members) across products to improve coverage and services• Able to retain and challenge support members with growth opportunities, training, compensation and benefits for 5+ years

Houston, Texas, Us

(Mimosa Systems - Iron Mountain Digital - Autonomy - HP)Provided leadership within support organization on all levels• Provided positive role model at technical and professional levels• Maintained relations between customers, departments, and 60 support staff• Managed strategic accounts and all critical customer concerns / incidents• Managed escalations till resolution and provided root cause analysis • Directed day to day operations, including Call Coordination, Level 1 to 3 support, On-call scheduling for 1500+ customers• Developed and planned continued technical training for all support staff and identify knowledge gap for individual engineers• Supervised cases daily and drive process improvements by setting rules for escalations to Level 2 or Level 3 support and reduce engineering escalations to legitimate defects or complex issues not resolved by L3 support• Established process for after-hours escalations for support and engineering• Assisted support engineers as a subject matter expert to resolve complex networking, storage, server, and archiving issues

• Manage global support staff in US and India in addition to mentoring/training team members• Maintain and improve customer satisfaction and monitor/report on performance metrics• Manage strategic financial companies for supporting Tumbleweed messaging and archive applications for corporate e-mail on Windows infrastructures, SQL and IIS.• Troubleshoot and resolve TCP/IP, SMTP, DNS, E-Mail Encryption, Server, IIS, SQL, Linux, network and e-mail related issues as a Level-3 Escalation Engineer