Senior Engineer for Veeam Agent and Plug-ins for Windows

• Sep 2019 - Present

Cloud Support Technical Engineer

• Jan 2018 - Aug 2019

Oracle RightNow is a customer relationship management (CRM) software service for enterprise organizations. Job Responsibilities: - Represents Oracle and communicate with customers via telephone, written correspondence, or email with regards to finding technical solutions - I am troubleshooting and reproducing the behavior the customers are experiencing; - Providing solutions to the situations reported by the customers; - Educating the customers if the notified behavior is normal to the design of the product; - Using SQL queries in order to search for and extract information; - Improving both the internal and external-customer-facing knowledge bases; Show less

Frontline Engineer with English

• Aug 2014 - Jan 2018

Delivering Microsoft Exchange, Unified Communications, BPOS-Exchange or BPOS-FOP Esupport. Job responsabilities: Represents the client and communicate with customers via telephone, written correspondence, or email with regards to finding technical solutions - Facilitating resolution of complex technical issues in all areas of assigned Microsoft products by collecting the necessary documentation or recreating issue in house. - Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases. - Abilities to deal with not only technically complex issues, but also the ability to address politically charged situations requiring the highest level of customer skill. - Insuring customer's issue is resolved to their satisfaction by recommending workarounds and/or other fixes. - Keeping the customer updated on the status of issue, as well as keeping the CRM system updated with current information on the case, recommendations and resolution. - Contributing articles to the technical support knowledgebase. - Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and Escalation Resources when appropriate. Show less

Technical Support Engineer

• Apr 2011 - Jul 2014

Offering technical support to Lenovo and IBM clients in Great Britain and Ireland. Job Responsibilities: - Direct communication with various clients (Enterprises, Small Businesses, individuals) in order to obtain details about their situations, investigating their issues and prioritizing them; - Informing the client in regards to their rights and responsibilities; - Connecting to the client's devices if needed in order to investigate the problems; - Resolving software issued if within support boundaries; - Identifying hardware issues and the correct ordering of parts; - Logging each situation inside a database and keeping track of it's progress; - Making sure that the client has visibility in regards to the progress of all adjacent parties collaborating for fixing his issues; Show less

Quality Assurance

• Apr 2010 - Mar 2011

Identifying and reporting software issues in regards to Electronic Arts software products. Responsabilities: - Quality Assurance in regards to the companies games ( Need for Speed Shift 2, Need for Speed Hot Pursuit, Battlefield 3, Medal of Honor); - Adding my findings in a database; - Checking if the issues were resolved in later builds; Identifying and reporting software issues in regards to Electronic Arts software products. Responsabilities: - Quality Assurance in regards to the companies games ( Need for Speed Shift 2, Need for Speed Hot Pursuit, Battlefield 3, Medal of Honor); - Adding my findings in a database; - Checking if the issues were resolved in later builds;