Handled critical production impacting escalations as well as politically important escalations to ensure that all issues were addressed as quickly as possible.Worked with key stakeholders from Sales, Professional Services, and Cloud Operations/Infrastructure (Network, Storage, DBA, SysAdmin) to ensure that vital customer deadlines and expectations were met. Installed, configured and resolved issues with Content Server, OTDS, Archive Center, xECM, Brava, Blazon, etc.Lead on several… Show more Handled critical production impacting escalations as well as politically important escalations to ensure that all issues were addressed as quickly as possible.Worked with key stakeholders from Sales, Professional Services, and Cloud Operations/Infrastructure (Network, Storage, DBA, SysAdmin) to ensure that vital customer deadlines and expectations were met. Installed, configured and resolved issues with Content Server, OTDS, Archive Center, xECM, Brava, Blazon, etc.Lead on several projects (i.e. storage clean up activities, customer go-lives, etc.)Identified various potential issues (Proactive Work list created), and highlighted opportunities to ensure that Cloud Delivery was as highly available as possible.Leveraged change management to ensure all changes were implemented smoothly and successfully to achieve lasting stability.Participated in an on-call rotation to ensure 24/7 availability of service to customers. Show less

Provided support to Content Server customers and OpenText Services, troubleshooting complex issues and, where appropriate, further escalating to the software development group.With Client and Workflow teams (Enterprise Connect, AGA, Workflow, Records Management, EDM (Engineering Stack), Brava, etc.Technical and soft-skills mentoring of new hires on the Workflow Team.KCS (Knowledge Centered Support). Practical and theoretical coaching of peers on the methodology of… Show more Provided support to Content Server customers and OpenText Services, troubleshooting complex issues and, where appropriate, further escalating to the software development group.With Client and Workflow teams (Enterprise Connect, AGA, Workflow, Records Management, EDM (Engineering Stack), Brava, etc.Technical and soft-skills mentoring of new hires on the Workflow Team.KCS (Knowledge Centered Support). Practical and theoretical coaching of peers on the methodology of KCS.Participated in an FTS (Follow The Sun) rotation to ensure coverage for business continuity outside of regular business hours.Promoted from Technical Analyst to Senior Technical Analyst in September of 2016 Show less

Provided support to the analyst team, assisting with complex issues and, where appropriate, further escalating to the software development group. Took escalations from analysts for high priority/high urgency issues which had management visibility both within RIM and with the customer. Performed root cause analysis and if a resolution was not currently available, provided temporary relief while working with software development on a permanent solution.Developed and delivered technical… Show more Provided support to the analyst team, assisting with complex issues and, where appropriate, further escalating to the software development group. Took escalations from analysts for high priority/high urgency issues which had management visibility both within RIM and with the customer. Performed root cause analysis and if a resolution was not currently available, provided temporary relief while working with software development on a permanent solution.Developed and delivered technical training for new hires and experienced analysts. Involved in developing training documentation for new hire and new product introduction training. Delivered interactive and instructor-led training to both new hires and experienced analysts with the aim of building knowledge and technical competencies. Assisted in the development of exam content for the BlackBerry Certification Program.Technical and soft-skills mentoring of new hires and veteran analysts. Provided ongoing coaching and mentoring of analysts on the team helping improve knowledge, efficiency and customer handling skills. Provided ongoing feedback of development and progression of analysts to leadership.KCS (Knowledge Centered Support). Practical and theoretical coaching of peers on the methodology of KCS.Participated in an on-call rotation to ensure coverage for business continuity outside of regular business hours.Supported customers in Early Adopter Programs (EAP) to ensure issues and bugs discovered during the EAP were reported and fixed before final releaseInvolved in internal beta projects, acting as subject matter expert for products such as BlackBerry Enterprise Server updates, performing testing and educating team members on these topics.Worked with members of the software development team to identify bugs in the products through customer reports, testing and internal discoveries. Also logged feature enhancement requests to help continuously improve the products. Show less

Blackberry, Palm Treo, cellular and 2-way radio support and salesRepair tracking and inventory management

Setup, upgraded and repaired PCs and MacsTested cell phones, PDAs, digital cameras, mp3 and CD/DVD playersSales in computer, digital imaging, wireless and home theatre departments