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Work Background
Open Text ExstreamLead Technical Support Specialist
Sep. 2016Bowling Green, Kentucky, United States• Provided end-to-end technical support for Exstream CCM software, troubleshooting complex issues for commercial customers.
• Mentored new Technical Support Specialists, fostering strong client relationships and achieving 95% customer satisfaction.
• Utilized vSphere expertise to improve product functionality and resolve technical issues, increasing customer trust.
• Self-taught implementation of new Cloud-based offering using Docker // Kubernetes in a virtual environment.
HPSenior Support Specialist III
Sep. 2008 - Sep. 2016I ensured the success and satisfaction of global commercial customers by resolving complex issues through the application of troubleshooting tools and extensive product expertise. I addressed customer concerns directly to enhance satisfaction levels and contribute valuable insights to product development efforts. I reproduced reported defects for resolution by the development team and efficiently deployed new code after hours to rectify production-down issues. I set up and configured custom virtual environments to mimic customers’ environments.
► Mentored new Technical Support Engineers, improving technical proficiency and contributing to 10% decrease in escalations.
► Improved customer engagement by 20% by designing and giving customer presentations at yearly user conferences.
► Rectified lack of a managed phone system to allow customers to enter support tickets by performing detailed research into cloud-based VoIP system, resulting in higher customer satisfaction and advanced integration into the ticket system.
► Vastly increased expertise in installation, configuration, running SQL statements, and importing customer database backups against different database structures by hands-on experience with complex Oracle, MS SQL, IBM DB2, and Postgres integrations.
HP ExstreamHelpdesk Specialist II
Apr. 2007 - Sep. 2008I delivered superior technical customer support and troubleshooting solutions to technical issues with hardware or software. I provided workstation support for software and hardware issues, administered Inter-Tel and Cisco Phone Systems, managed accounts in Active Directory, configured Exchange accounts, and created Group Policy. Additionally, I maintained and troubleshot network infrastructure components, including routers, switches, firewalls, VPN concentrators, and network wiring, while also overseeing Windows system administration for our location, ensuring smooth operations across all systems and networks.
► Spearheaded initiatives such as implementing automated imaging tools, launching a Hardware System Lifecycle Program, and providing comprehensive support for Microsoft Outlook, Windows Mobile devices, VPN connectivity, server maintenance, and corporate antivirus solutions.
► Drastically reduced time required to reimage machines by proposing and implementing Norton Software Suite, allowing storage of multiple model-specific customer images and distribution across the network.
IBMQAS Analyst
Jan. 2004 - Feb. 2007I functioned as both an analyst and developer, specializing in the design and implementation of complex migrations using GUI applications across Windows and Linux (Red Hat) environments. In addition to serving as a Linux network administrator for developers worldwide. I maintained open lines of communication with systems users, vendors, and customers to effectively evaluate and resolve system issues. I also assessed technological resources for efficiency and made recommendations for system upgrades.
► Honed skills in the Python scripting language and independently crafted comprehensive test plans, test cases, and test procedures for network, computer hardware, and software scenarios.
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