Experience

Kiteworks

• United States
• Software Development
• 100 - 200 Employee

• Sales Engineer

  • Feb 2019 - Present

• Customer Success Engineer

  • Oct 2016 - Feb 2019

  Assigned deployment and installation cases to get on-prem and cloud services up and running. Worked with customer from pre and post sales to deployment completion and also provided support assistance if needed.Provided live demos and training on Accellion products for small and large groups to assimilate users into the system at an advanced pace.Worked with customers to develop and implement deployment plans and also helped configure systems for high-availability and disaster recovery.Troubleshooted issues relating to networking (firewalls/security) authentication (sso/ldap/2fa) also worked to fix issues via command line relating to mysql, galera, php, nginx from linux console.Above all worked with any customer regardless of size to assist and provide support on any issue.

• Technical Services Engineer

  • Dec 2014 - Oct 2016

  Took incoming calls / Salesforce cases from customers and assisted till completion or coordinated escalation resources via other support engineers or engineering directly.Created internal documentation for knowledge base and also created external documentation for external facing support documents.Worked with Linux, Mysql, SSL Certificates, Networking, DNS, Firewalls, VMware, Hyper V, SSO, 2FA and LDAP



Various, Inc.

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Tier 2 Manager of Escalation

  • May 2008 - Dec 2014

  A collection of online dating and social networking sites. Take charge of and complete all manner of customer escalations while managing multiple tier 1 teams with the goal of making them more efficient and knowledgeable about the products they support. Handle escalated customer issues via inbound and outbound calls, e-mail and public blog posting generally involving, but not limited to: basic customer questions, billing issues, member account management, abuse complaints and technical concerns. Provide quality control for local and outsourced Tier 1 teams and provide feedback and coaching when necessary on a case and agent basis. Determine weak points within Tier 1 teams in order to create training documentation to address such points within the tier 1 teams and increase consistency within the department. Create CANNED, pre-written reply templates, for customer service agents to use when assisting customers in order to increase productivity and homogeneity. Clearly document bugs with step by step instructions to reproduce within JIRA ticketing system. Research and publish solutions to technical issues that may arise to all necessary internal teams.