Technical Support Engineer

• May 2022 - Present

Application Engineer

• Aug 2019 - May 2022

-Handle/manage escalations as needed-Responsible for rep development i.e. training and mentoring needs-Proficient in 3 products-Premier Account Management-Weekly manager updatesKCS Knowledge Domain Expert:Review the knowledge content and identify high-value articles, identifying and driving improvements in products, documentation, processes, and policies. Tasks include: minimizing duplicates, improving article utilization, writing articles for top issues and influencing product owners. Show less

Premier Technical Support Representative, Senior

• Aug 2018 - Aug 2019

-Responded to and initiating technical troubleshooting tickets with enterprise customers via phone, email, and remote sessions. -Interacted with customers at all levels including non-technical users, beginners and the technically advanced (Network/Systems Administrators & Engineers, Managers, Directors). -Coordinated the resolution of technical issues with Applications Engineers and escalating issues to development per pre-established guidelines.-Reported to the Technical Support Manager. Show less

Technical Support Representative, Intermediate

• Feb 2016 - Aug 2018

-Level 2 technical support and part of the 24x7 Global Technical Support team across various geographic location-Respond to and/or initiate technical troubleshooting sessions with customers, partners, and distributors - via phone, web, email and remote session-Interact with customers at all levels, with demonstrated ability to communicate with both the technical and management (Network, System, Security, Database Managers) across various industries-Manage and work support tickets per ITIL best practices-Maintain working lab systems to facilitate reproduction of customer issues-Reports to the Technical Support Team Manager-Coordinate the resolution of technical issues with advanced technical support, development, QA team and escalate issues per standard operating procedure-Work closely with the Escalation Manager on escalated cases and prioritizing case-Demonstrate initiative in taking up more complex and challenging cases-Contribute to the central Knowledge-base (author and edit knowledgebase articles)-Contributes and reviews the product development, design, releases, testing, recommend improvement of features and usability-Work weekend and public holiday (Rotating shift) Show less

Technical Support Specialist

• Sep 2014 - Feb 2016

-Provided client support on system operation and troubleshooting. -Maintained and administered computer networks and environments, including computer hardware, software, and applications. -Diagnosed, troubleshot and resolved network and system problems. -Assessed, defined and document scope of projects. -Resolved or escalated problem tickets to resolve user issues. -Managed and monitored all installed systems and infrastructure to ensure the highest level of availability. -Installed, configured, tested and maintained operating systems, application software and system management tools. -Managed installation, upgrade and deployment projects and provided on-site direction for network engineers -Wrote and maintained custom scripts to increase system efficiency and performance time. Show less

Field Service Specialist

• Nov 2013 - Sep 2014

-Worked with high-level VIP, Directors, and the CIO on a daily basis-Resolved an average of 15 technical inquiries each day.-Calibrated and monitored devices following installation.-Programmed and troubleshot devices following installation.-Ran cables and connected receivers.-Located and retrieved client records and monitored customer compliance.-Repaired malfunctioning system components.-Set up staff workstations with PCs, Macs, phones, and laptops.-Maintained audiovisual equipment, including overhead projectors, laptops, and video conferencing equipment.-Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.-implemented company policies, technical procedures, and standards for preserving the integrity and security of data, reports, and access Show less

Workflow Coordinator

• Sep 2013 - Nov 2013

-Accurately read, understood, and carried out written instructions.-Communicated operational issues and changes to supervisor on regular basis.-Supported technicians in equipment maintenance and repair.-Collaborated with Field Technicians to ensure smooth workflow and efficient organization operations.