William Straley Email & Phone Number

Tacoma, Wa, Us

The Network Support Engineer II (NSE II) provides remote technical assistance on F5 products to internal and external customers and F5 partners. NSE II’s handle multiple active cases of diverse scope where analysis of data requires evaluation of identifiable factors, and they provide daily customer communication via phone and email. They also network with senior internal and external personnel in their area of expertise. NSE II’s exhibit strong competence utilizing various troubleshooting tools, facilities, and equipment in the course of providing resolutions to cases.

Expertise in leading and efficiently managing comprehensive site surveys and analysis, identifying and rectifying wireless network problems through team coordination. I examine and generate WIFI surveys by utilizing advanced WIFI analyzer and survey tools. I create customer-oriented questionnaires and survey reports, delivering clear communication of findings and suggestions to clients. Engage with clients, grasping their individual needs and delivering customized resolutions. I employ cutting-edge industry practices and insights into emerging technologies, ensuring the team's methodologies remained current.• Improved overall efficiency and maintained accuracy by developing and implementing robust processes and workflow for the WIFI survey team.• Addressed potential issues and recommended improvements by monitoring and analyzing network performance.• Enhanced departmental efficiency by streamlining the documentation process and executing best practices.• Revitalized all customer-facing data collection, resulting in improved final products.

During this job role, I conducted thorough testing of both novel and established software and hardware to validate alignment with customer requirements. Championed customer interests during interactions with the development team, advocating for product enhancements and submitting requests for improved functionality. I advised and effectively guided Tier II Support colleagues through mentorship while collaborating with the Support Engineer team to pinpoint recognized concerns. I crafted informative knowledge base articles and software release notes for an enhanced customer journey.Key Achievements:• Nurtured and fortified long-term relationships with customers, staff members, and management by utilizing effective communication and interpersonal skills.• Identified and resolved complex customer issues while serving as the key contact person for all Tiers of support and sales.• Improved the product's quality by addressing and resolving hardware/software defects in collaboration with product development and product management teams.• Identified new ways to optimize overall processes/procedures, improved efficiency, and maximized customer satisfaction.• Mentored and effectively guided colleagues regarding support best practices and new technologies.• Planned and created engaging video training content for both internal and external audiences.

I instructed and effectively guided Tier I and Tier II team members regarding optimal support methods and emerging tech to enhance skills and knowledge base. Showcased expertise in Firebox and related products, delivering top-tier customer support. Thrived in high-pressure situations, juggling tasks effectively to meet deadlines. I fostered positive customer, team, and management relationships through excellent communication and interpersonal abilities.Key Achievements:• Surpassed customer expectations, boosted satisfaction rate, and received positive feedback from the clients by delivering impeccable customer service.• Resolved complex customer issues and challenging situations while serving as an escalation point for coworkers.• Enriched the overall support experience by designing and creating impactful training documents and videos for basic/advanced topics for use by customers and internally.• Maximized customer satisfaction and improved overall efficiency by enhancing support processes.

During this job role, I efficiently managed a substantial influx of customer support inquiries, ensuring prompt and precise issue resolution. Utilized expert knowledge of Watchguard Security Appliances and Services to deliver top-tier technical support and troubleshooting. I liaised with a team to enhance internal expertise and pursue continuous education in relevant domains. Demonstrated expertise in independently and collaboratively resolving intricate technical challenges. I employed strong communication and problem-solving abilities to convey technical concepts effectively to non-technical audiences. I configured, maintained, and troubleshot Watchguard Firewalls, VPNs, and UTM appliances.Key Achievements:• Optimized overall team performance and developed skills by promoting internal knowledge sharing and continued education fields while coordinating with a team.• Elevated expertise in security appliances/services through relentless self-study and professional development.• Contributed to the success of the team by guiding and delivering impeccable support to colleagues utilizing industry knowledge and expertise.• Achieved customer satisfaction goals and received positive feedback from clients by offering outstanding customer services.

While serving as a web conferencing specialist, I delivered outstanding conferencing support via Microsoft Lync and LiveMeeting, both on-site and remotely, showcasing self-reliance and minimal supervision. I showcased superior customer service acumen, effectively translating technical details for non-technical parties. I skilled in using various conferencing tools, including Microsoft Lync, LiveMeeting, Video Conferencing, and Audio-Conferencing tech. I configured and resolved issues with Audio/Video conferencing systems.Key Achievements:• Recognized by the customers and consistently received positive feedback due to exceptional service delivery.• Exceled in fast-paced, deadline-driven setting, managing multiple tasks while maintaining efficient prioritization.• Delivered quality services to customers by troubleshooting technical issues using hardware and software.