Rony Patros Email & Phone Number

El Cajon, CA, US

San Diego, California, United States

Greater San Diego Area

• Develop and execute test strategy (plans, cases, etc.) for assigned feature area.
• Logs defects into issues and tracks them through closure.
• Configure deployment environment required for the testing as needed to complete assigned task.
• Reports test results and maintains schedules for assigned features and functionality.
• Provides technical expertise on specific product, operating systems and specialized environments to team members
• Assists technical services staff in the resolution of customer escalations.

San Deigo

• Worked with various appliances running the Websense Content Gateway proxy on a CentOS distribution using Xen as virtual server.
• Supported customers with technical related issue with Websense product on daily basis
• Responded to customer cases assigned in line with Service Level Agreements.
• Solved user problems in real time, including software functionality problems and questions.
• Gathered logs, configuration details, and attempted to reproduce the reported issues.
• Provided hands-on and remote information technology desktop support services.

Greater San Diego Area

• Collaborated with Engineering Management to alleviate escalated issues, enhance escalation process, and report information back to Sr. Support leads.
• Worked with product management and senior global support technicians to prioritize and highlight the value of the product; including creating and submitting feature requests. This improved customer retention by.
• Assisted with in-depth debugging of the Websense Content Gateway proxy. This resulted in closing aged and escalated cases and provided new documentation for the Websense Knowledge Base.
• Utilized SSL decryption, Content Stripping and Content Scanning on a daily basis.
• Implemented transparent redirection of user web traffic leveraging Web Cache Communication Protocol (WCCP) in complex network environments to the Websense Proxy.
• Directly interface and coordinate with Engineering, Sales, and Executive team members for Proof-of-Concept deployments and high-visibility customer support cases.

• Primary responsibilities:
• Provide support on escalated technical inquiries from Analyst and Specialist Technicians; diagnose reported problems or configuration issues and recommend possible solutions. Escalate to appropriate functional team if.
• Provide technical support to customers via phone and email for Websense software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue.
• Document all technical inquiries and customer-reported problems in the customer tracking database and in the escalation tracking system, including the nature of the inquiry, and the resolution recommended. Multi-task.
• Research and duplicate difficult configuration, compatibility or product-defect issues and track results of investigations in appropriate systems. Update the Knowledge Base with solutions as appropriate.
• Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation.

Provide first level (Tier 1) technical support and excellent customer service via phone and email to Websense CustomersDiagnose reported problems or configuration issues and recommend possible solutionsFollow issues through to resolution or escalate if no resolution can be foundDocument all technical inquiries and customer-reported problems in the customer.

• Managed and maintained AT&T's domestic and international datacenter infrastructure including diverse switched and routed networks, Internet and back-end connectivity used for both public, private and internal services.
• Supported T1 and Frame relay circuits for secured Automotive Network eXchange (ANX) with configuring Cisco 2600 and 2500 series routers.
• Implemented Virtual IPs and Real Servers on Foundry Server Load Balancers.
• Supported DNS and Mail Relay services.
• Tested operational readiness for new service deployments.

Sold monitors, complete computer systems and hardware parts to public and corporations