Walter Grande Email & Phone Number

United States

Tinton Falls, New Jersey

Improved the skill set of Support Engineers via mentoring, training videos, documents, and testing/evaluation.Maintained and grew the Client team’s lab, making sure we had a variety of operating systems, databases, and features ready for testing purposes.Drove product improvements through regular meetings with Development, reducing call volume in Support.Created small labs for specific training goals and/or Support Engineer evaluation.Oversaw the Tier 2 and Tier 2 SME probationary process for Client team, producing every single Tier 2s and Tier 2 SMEs.

Oceanport,Nj

-Performed case escalations directly to the Development Team-Engaged with development on new features/enhancements -Worked with development on future releases-Provided support for Tier 1 engineers-Provided training to engineers within focus areas-Provided support to the business critical support team-Performed all levels of Troubleshooting for critical support cases.-Handled customer issues over the telephone on a daily basis-Ensured customer satisfaction on all issues, within professionalism-Performed detail issue recreation in house, which provided additional evidence.

New York, New York

ABSelcom provided a wide range of telecommunication services & products, to multinational conglomerates, domestic companies, banks, governmental entities, and privately owned businesses.-Provided sales engineering on company sales proposals, which gave our clients the knowledge of how our products and services could be made or modified to suit their needs. Resulting in a better closing rate for the sales team and improved profits for the company.-Effectively presented information in sales presentations and product demonstrations, for potential clients.-Remapped pre-existing company sales & E-sales strategies, with owner Dennis Lyons. Resulting in a new company wide strategic sale’s plan, which improved efficiency and profitability.-Reviewed important company projects to ensure proper planning, organizing, & execution, resulting in improved project completion times and turnarounds.-Provided local and remote network engineering support, including LAN administration.-Restructured & reprogrammed networking strategies & systems, vastly improving network performance.-Analyzed and programmed new servers, storage systems, & their backups, to improve systems efficiency.-Assisted in managing ABSelcom’s customer service, sales engineering, and technical support departments.-Displayed flexibility & competency when learning new material, products, and techniques.-Defined & corrected problems in the company’s technical support system, improving customer satisfaction.-Wrote detailed procedure manuals, reports, and user guides used by clients, customers, and IT staff’s.-Provided onsite & remote technical assistance to clients using logical, verbal,& technical support techniques.-Understood and technically supported over 500 telecommunication Products.-Controlled day-to-day Inter-Tel phone system PBX operations for ABSelcom and clients.-Implemented effective SEO strategies on all company websites, using various forms of studied tactics.