Experience

CoSoSys

• United States
• Computer and Network Security
• 100 - 200 Employee

• Technical Support Manager

  • Dec 2010 - Present

  Passionate Customer Support Services Manager at EndpointProtector by CoSoSys Managing a worldwide portfolio of partners and customers, continuing to build a trustworthy and reliable business relationship. Aiming to motivate and guide my team into providing excellent, customer-orientated solutions and services. Assuring Premium Technical Support for for a global customer base, supporting an amazing world leading DLP solution, in an ultra high demanding - technological environment, ensuring the safety and comfort for biggest Enterprise customers. Having built, grow and lead the Customer and Technical Support department from A to Z, providing Tech Support Services from SMBs to Enterprise. Having implemented and managed internal Ticketing Systems (Zendesk, OTRS), SLA and legal/compliance & escalation process Working with CEO and Executives interdep on aligning with our internal high-standard values and strategy. Having worked closely in all product related processes, phases and cycles. PM, RnD, QA, Sales, Marketing and Legal. Strategic stakeholder on behalf of the Customer Support Services - Escalation and problem management with external and internal stakeholders. Partners & resellers aswell Leader and Sr Leader, passing on values and roles for new Leaders Previous Technical Account Manager, having built a team of TAMs and Premium CS offering, for level 1, level 2 and going to 3rd level Support Focused on leveraging the buffer between Business and Customer necessity - Excellent understanding of Customer Requirements, having engulfed Sales Engineering and coaching with the team in this direction. Technologies in use: Cross-Platform DLP (Data-in-motion, Data-at-rest), HW Servers, Virual environments, Cloud hosted, AWS, Azure, Encryption, Linux ssh, SQL, Virtualisation ___ Ultimate Goal: Making customers feel happy and feel comfortable and feel like they made the right decision when choosing to work with us, and our products & services. And have them stay with us Show less



Silva Schneider RO

• Trade Consultant and Translator

  • Jan 2004 - May 2011

  Having been a Trade consultant for the business relationship The contact person in touch with the Austrian technical department, for service issues Having translated documents and technical books Having been a Trade consultant for the business relationship The contact person in touch with the Austrian technical department, for service issues Having translated documents and technical books



Office Depot

• France
• Retail Office Equipment

• Customer Support Consultant

  • Jul 2008 - Nov 2010

  Having been a Customer Support consultant for D-A-CH region (Germany – Austria - Switzerland) Having liked and responsible with internal team teaching / training Having been a Customer Support consultant for D-A-CH region (Germany – Austria - Switzerland) Having liked and responsible with internal team teaching / training



SISTEC

• Angola
• Information Technology & Services
• 100 - 200 Employee

• Sales Engineer

  • Jun 2007 - May 2008

  - selling customized IT solutions (Hw & C, Sw, Networking, Data/Security Access Systems)- maintaining customer portofolio and acquiring new customers (region: Cluj and adj. counties)- company and offer presentation- MS Office , Cogito ERP software- sales adjacent activities : interaction with accounting, product-management, warehouse,production-service, management and logistics departments

• IT Technician

  • Jun 2005 - Jun 2007

  - computer assembly, computer service, software installation - hardware and software testing- computer maintenance and service for the customers