Ian Butteriss

Senior Application Support Engineer at Cerberus
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Contact Information
Location
Silver Spring, Maryland, United States, US
Languages
  • Spanish -

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I have the pleasure of working with Ian Butteriss at Oracle/ATG for the past 8+ years. We have worked on different applications and projects and Ian is always ready to put all his energy and time to get the job done. Ian is a true advocate for customers. He is diligent and passionate in resolving customer issues and/or finding an acceptable workaround for them. He has the rare combination of excellent technical skills and great communication skills — add a ton of patience to that as one of his best assets! This enables him to smoothly work with customers of varying technical background and expertise. Ian has the ability to execute assigned task with composure and always on schedule. He is well respected by his colleagues and management. He is generous with his time and talent making him the go-to-mentor. He is collaborative, a great team player, has strong character and very easy to get along with. Ian is a valued colleague who inspires actions and results from people around him. He will be an asset to any team/organization. I recommend Ian Butteriss without reservation.

Russell Williams

I had the pleasure of having Ian on my team for the past 7 years in the role of Technical Support for ATG On Demand Products. Ian came to my team when ATG acquired InstantService in 2010. At the time Ian supported the Click to Call side of the business but quickly picked up the entire suite of products InstantService offered. Later the team also inherited the Recommendations product, once again Ian stepped up. Ian brings an incredible can-do attitude to our team. He never shied away from learning new products or volunteering to help Oracle be better at supporting a SaaS product. Ian’s commitment to the customer was one of the key factors that helped our team exceed every performance number asked by Oracle year after year. Ian is a dedicated thoughtful employee and his outgoing nature is contagious. Ian works well under pressure often leading the group when product issues came up. Finally, you will never find a more loyal employee than Ian. For the past two years our team worked to make sure customers were happy with Oracle at the same time we were closing products they relied on and loved. I can never thank Ian enough for his commitment to our team, our customers, and our products and stay until the last customer was off the service. I am thankful for the years we spent together as a team and recommend him fully without hesitation.

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Credentials

  • Certified File Transfer Professional
    Certified File Transfer Professional (CFTP) Training Programme
    Apr, 2019
    - Sep, 2024

Experience

    • Defense and Space Manufacturing
    • Senior Application Support Engineer
      • Jan 2019 - Present

      Customer facing application support of Cerberus FTP Server, a secure managed file transfer solution for Windows used by government agencies and thousands of private companies of all sizes. Customer facing support: customer tickets, feature requests via email and phone using Zendesk. Collaboration with the Customer Experience, sales, and developer teams, as needed to resolve customer issues. Documentation Authoring: Create and edit support documentation. Customer facing application support of Cerberus FTP Server, a secure managed file transfer solution for Windows used by government agencies and thousands of private companies of all sizes. Customer facing support: customer tickets, feature requests via email and phone using Zendesk. Collaboration with the Customer Experience, sales, and developer teams, as needed to resolve customer issues. Documentation Authoring: Create and edit support documentation.

    • 1 - 100 Employee
    • Principal Technical Support Engineer
      • Mar 2011 - Nov 2018

      Customer Technical Support for Oracle Cloud SaaS Solutions including Click to Call Cloud Service, Click to Chat (SIP, VoIP), Engagement Engine Cloud Service (CX Rules Engine). Troubleshoot 1st and 2nd tier customer support cases for Oracle Cloud Customer Experience SaaS B-to-C services. On-call monthly rotation to cover after hours and weekend severity 1 cases. Write both customer facing and internal knowledgebase documentation. File production and customer support bugs. Verify and close bug fixes and enhancements and communicate completion to internal teams and customers. Show less

    • Software Development
    • 1 - 100 Employee
    • Client Services Account Manager
      • Jul 2008 - Mar 2011

      Liaison between Production and Development Groups. New Customer Implementations. Customer Support. Click to Call (SIP), Click to Chat, Call Tracking. Train customers on use the services and develop customer facing and internal documentation. Troubleshoot customer issues by working with the customer and ATG operations and development teams. File product bugs and enhancement requests. Review and prioritize bug and enhancements. Test and close verified bug fixes and enhancements and communicate completion to internal teams and customers. Show less

    • Taiwan
    • Appliances, Electrical, and Electronics Manufacturing
    • 1 - 100 Employee
    • Software and Services Tech Support Mgr.
      • 2001 - Jun 2008

      Production Customer Support. Managed production process of electronic Yellow Pages for several large Yellow Pages publishers including Verizon, AT&T and Dex (Qwest). Analyzed incoming data files and communicated any issues back to customers. Managed production process, relayed final product to customer for approval. Coordinated deployment. Production Customer Support. Managed production process of electronic Yellow Pages for several large Yellow Pages publishers including Verizon, AT&T and Dex (Qwest). Analyzed incoming data files and communicated any issues back to customers. Managed production process, relayed final product to customer for approval. Coordinated deployment.

    • Hospitality
    • 1 - 100 Employee
    • Research Analyst
      • 1999 - 2001

Education

  • University of Southern California
    Master of Arts, International Relations
    1993 - 1995
  • University of Birmingham
    Bachelors of Social Science, International/Global Studies
    1987 - 1990

Community

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