Sit in on phone cases and observe customer interaction
Perform RMA cases
Technical Support Initial Response Engineer, 08/2010 to 08/2011 Extreme Networks – Morrisville, NC
Provide Initial Response support for customer base.
Handle all initial product support request and manages the inbound
initial Service Requests (phone, e-mail and web) from both External and
Solve, replicate, and escalate cases as needed.
Manage high case load and provide timely updates to customers and partners.
Consistent top case closer with average of > 100 cases closed per month.
Resolved customer issues in a clear, courteous and straightforward manner.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Developed and tested new product offerings.
Senior Escalation Support Engineer, 08/2011 to Current Extreme Networks – Morrisville, NC
Provide escalation support to customer base.
Design, configure, troubleshoot TCP/IP and WLAN network infrastructures for corporate enterprises, large universities, K-12 school districts, federal and local governments, and internet service providers.
Work close with developers on software bugs and software fixes.
Replicate network issues and provide workarounds and solutions to customer/partner base.
Test and debug interoperability issues with other network vendors such as Cisco, Juniper, Foundry, Enterasys and HP.
Professional service engagements for onsite support - political situations as well as design and configuration fixes.
Ability to manage high work volume - multitask several critical issues simultaneously.
Understand customer requirements, detect the customer's attitude and manage the circumstances accordingly.
Researched, troubleshot and resolved complex problems independently.
Worked closely with team members to provide consults on next actions to be taken on cases.
Feature testing for new technologies such as SDN, VXLAN, AVB, etc.
Provide technical training to new employees.
Conduct technical interviews for potential employees.
Bachelor of Science: Information Technology , East Carolina University - Greenville, NC