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.
• 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

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

• 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