Partner Management Specialist
Currently - Partner Management Specialist / Training Program Manager / Adoption Expert with Jobscience. As a Partner Management Specialist, my main responsibility is to protect churn by managing the transition of accounts from pre-sale to post-sale, via a Kickoff, Onboarding and continued Health Checks. This is accomplished by me and by working cross functionally with the appropriate departments within Jobscience. I perform continued Health Checks to ensure our Partners are aware of our latest features and to go over product performance to ensure they are maximizing the value we provide to give them the best margins possible. As a Training Program Manager I develop and deliver training to internal employees and customers on new releases and third party applications. As an Adoption Expert, I work with customers that have a rough start without solution to ensure they have a good understanding of the solution and how it applies to their process to protect churn. Communicate effectively at all levels in the organization
* Function as partner advocate in terms of issue resolution, product feedback
* Ensure partner satisfaction by resolving and responding to partner issues and requests
* To perform onboarding activities that includes setup of partner account information, integration with Partner tools (PSA and RMM) as well as training partners for successful tier 1 technical support and sales-enablement
Intronis Cloud Backup and Recovery, Chelmsford, Ma
I year - Technical Support Engineer
Strong customer service skills. Experienced in team and individual engineering, installing, configuring, testing, maintaining and training on backup and recovery applications. Experience with troubleshooting all versions of MS Windows platforms as well as networking, VMware, Exchange and SQL.
* As a TSR, I provide great problem solving skills in different windows environments, excellent written and oral communication skills, strong customer service experience, and ability to stick with an issue until the root cause is identified and resolved
* While troubleshooting, I kept the partner in the loop on what is causing the issue, what I am doing about, why I am doing what I am doing in order to resolve the issue while showing strong patience by never making the partner feel rushed off the phone and showing no sign of frustration if the partner is having a hard time following. I also ensure I speak clearly with the right volume in an interested tone and respond to each and every question the partner makes.
Orbograph, Billerica, Ma
5 Years - Customer Support Engineer
Strong customer service skills. Experienced in team and individual engineering, installing, configuring, testing, maintaining and training on various banking applications. Experienced in ensuring the accuracy of financial data, information, and reports prepared for finance and operational decision makers at banking institutions worldwide. The ability to identify anomalies in data and financial information. Ability to maintain highly confidential customer data with discretion.
* As Apex Monitor I ensured the VPN connections to the hub are stable at all times and that customers are reaching the expected performance levels on a daily basis. I provide my management team daily analyses as well as any daily/weekly/monthly/quarterly/annual analyses or reports requested by customers.
* As a CSE, I ensured the customer was achieving optimal performance by maintaining document definitions in Microsoft Access. All statistical data I report on for the banks is stored in an SQL database that I maintained for each customer. I use Microsoft Excel to do most of my analyses for the reports.
* As a CSE in the Response Center, I covered multiple product lines, I was able to provide remote service via Go To Assist and over-the-phone support to Partners and Engineers in the field as well as effectively communicate complex scenarios to Project Management, Development and Upper Management
Orbotech Inc, Billerica, Ma
7 Years - AOI Expert Customer Support Engineer
Strong customer service skills. Experienced in team and individual engineering, installing, configuring, testing, maintaining and training on various computer and high-tech electro-mechanical systems. Experienced in designing technical procedures to be implemeted by engineers in the field. The ability to utilize all resources when faced with challenges in a timely manner.
* As acting Customer Support Manager I coordinated the daily activities as specified. Supervised all assigned engineers, coordinated/authorized travel arrangements, stock and other logistics issues. Prepared regional operations reports (such as CSRs, installation/removal, movement, closed call, returned parts). Maintain an accurate information system.
* By covering the Response Center on multiple product lines, on a regular basis, I was able to provide teleservice, VPN, and over-the-phone support to Field Service Engineers and diagnosed customer problems over the telephone by speaking with the appropriate person at the customer site and asking questions that were within the realm of his or her technical knowledge, (In certain circumstances, it was necessary to simulate the problems on computers in the Response Center in order to make a diagnos
* As an AOI Expert I would enhance product application by configuring Orbotech's equipment to operate most effectively, given a variety of complex requirements or conditions within the customer's environment or operating practices by using C-shell to write programs to execute repeated functions unique to that customer's operation, by working with Product Managers and R&D to solve bugs, get patches, yearly installations of new software, test software and train customer on use of new features.
* I was a key team memeber during a head to head competition with a competitor at DDI. The Three month head to head ended successfully when DDI made Orbotech there vendor of choice and purchased multiple machines.
* Instructed 1 week application training courses for customers on PC 14XX, Inspire, FPD, Discovery, Refmgr, Pam Monitor and Genesis applications accross, Windows, Unix, Linux, HPux, Dos and RMX operating systems. Provided operational training and maintenance training to the maintenance department at multiple facilities to help with remote support.
* Completed a succseful 3 month customer acceptance evaluation of new Orbotech Discovery AOI system by configuring the system to run with there specific process and there software. After 2 weeks acceptance testing and 1 week of training the Coretec had confidence in the equipment and has purchased multiple systems since.
6 Years United States Air Force, USA and Korea
Electronic and Computer Systems Journeyman
As a Senior Airman I was third shift supervisor at Offutt AFB providing leadership and training to subordinate airmen with Top Secret SIOP clearances. In Korea I lead an installation team that performed multiple encrypted network installations on Korean AFB's. At Beale AFB in Ca, I assited the Base Network Center with daily issues.
* Fabricated, installed and troublehsot new Video Teleconferencing unit for Department of Defense wide encrypted and non-encrypted communications.
* Assisted the squadron network administrator on daily issues
* Engineered and installed LANs on Kwanju Airbase, Soeng Nam Airbase, Suwon Airbase and Kimhae Airbase to establish the capability of accessing the Combat Intellegence System (CIS) WAN spanning South Korea.
* Fabricated a new trainning plan that enabled personnel to become 100% qualified in 6 months, half the alloted time
* Lead technician in system isolation, troubleshooting, repairing, operational service test, performing preventetive maintenance inspections, preoperational testing on small computer systems, fiber and coaxial networks, large video projection systems and an array of public address and audio components.
* Handpicked team leader for first ever electronic and acoustical point-to-point balance of presentation announcement and audio system. CompTIA A+
Special Skills
* Resourceful, analytical and detail-driven individual with capabilities in completing multiple projects with competing deadlines. Aggressive in identifying and resolving inefficient operational processes. Strong team member, able to motivate crews to achieve optimal production rates while maintaining high safety methods and practices. Reliable follow-through skills, fulfilling all administrative requirements from field activities. Clear communicator, both oral and written.
* Accomplished Customer Support Engineer with 19 years experience in challenging, competitive and volatile customer markets. Strong leadership, communication, negotiation, creative and analytical skills. Decisive, solutions-focused and results-oriented.
