Senior Customer Success Engineer

• Jan 2022 - Present

Senior Technical Support Engineer Premier Services

• Dec 2019 - Jan 2022

Technical Support Engineer Level 2 Premier Services

• Jun 2018 - Dec 2019

• Dedicated Technical Contact for Premier Services customers • Developing and maintaining business relationships with Business and Mission critical support customers. • Resolve customer technical issues through diligent research, reproduction, and troubleshooting. • Provide mentoring and assistance to junior staff • Resolve technically complex, heated and politically sensitive escalations

System Operations Engineer

• Jan 2016 - Jun 2018

• Support the VMware vSphere Suite including Site Recovery Manager & vSphere Replication. • Troubleshoot and fix highly complex virtualized environments. • Resolve customer’s issues via the telephone/Webex session and email. • Guide customers on best practices with maintaining their environments. • Reproducing issues in-house and responding back in a timely manner. • Write content for knowledgebase articles. • Daily use of Linux and Windows systems • Daily use of… Show more • Support the VMware vSphere Suite including Site Recovery Manager & vSphere Replication. • Troubleshoot and fix highly complex virtualized environments. • Resolve customer’s issues via the telephone/Webex session and email. • Guide customers on best practices with maintaining their environments. • Reproducing issues in-house and responding back in a timely manner. • Write content for knowledgebase articles. • Daily use of Linux and Windows systems • Daily use of Salesforce products

Cloud Careers Program

• Jun 2015 - Jan 2016

Customer Service

• Nov 2014 - Jan 2015

• Responded to customer issues via phone/chat/email. • Excelled in customer centric environment and met targets set at peak time of year. • Showed great composition skills with the ability to formulate grammatically correct and concise written responses. • Responded to customer issues via phone/chat/email. • Excelled in customer centric environment and met targets set at peak time of year. • Showed great composition skills with the ability to formulate grammatically correct and concise written responses.

CSR/SME

• May 2012 - Nov 2014

• Promoted within four months to an SME Trainer Role. • Collaborated with Trainers/Managers in identifying needs and performance gaps within teams. • Took responsibility and worked harder to improve personal targets and performance. • Acted as floor walker and provided coaching assistance for members of team. • Continuously supporting the on-going team environment within the group. • Promoted within four months to an SME Trainer Role. • Collaborated with Trainers/Managers in identifying needs and performance gaps within teams. • Took responsibility and worked harder to improve personal targets and performance. • Acted as floor walker and provided coaching assistance for members of team. • Continuously supporting the on-going team environment within the group.