TECHNICAL SKILLS

SharePoint 2007/2010, DocAve, Disaster Recovery, Virtualization, Active Directory, Microsoft SQL Server 2005/2008/2012, IIS, Windows Server 2003/2008/2012, Microsoft Exchange, Microsoft CRM Dynamics, Microsoft Office

EXPERIENCE

Confidential

Service Engineer/APPS Support Engineer

• Devise and direct planning and scheduling for various migration projects into SharePoint 2010 from SharePoint 2003 and SharePoint 2007, eRoom.
• Install and provide training of AvePoint custom developed features to clients.
• Diagnose potential issues in legacy environments and coordinate with AvePoint's internal Development team for appropriate patch creation.
• Advise and recommend AvePoint customers with proper system architecture and requirements for their SharePoint 2007 and 2010 environments.
• Build legacy system and SharePoint virtual machine environments based on upcoming projects to ensure a smooth migration process.

Sr. Technical Account Manager

• Inclusion to TAM role, provide additional consultative professional assistance to premier enterprise Fortune 500 clients.
• Assist in the successful platform integrations and account management to provide existing customers with technical recommendations through the customer's product operations lifecycle.

Technical Account Manager TAM

• Technical account lead/manager on coordinating support efforts to deliver solutions to enterprise customers.
• Maintain customer technical account portfolio in order provide technical guidance and recommendation on future prospects.
• Build and provide technical documentation to assist customers with planned deployment.
• Act as tier III escalation and lead conference calls with customers who require highly sensitive or demanding support inquiries.
• Fulfill onsite support requests for escalated issues where customer requires in person assistance to resolve critical issues / meet project deadlines.
• Perform onsite architectural design sessions with existing clients to assist in architecting future and current deployments of software solutions.
• Perform remote web-based or onsite professional service and platform integration engagements for existing clients.
• Provide guidance and peer mentorship to Tier I and Tier II support technicians.
• Build teams from Tier I and Tier II support technicians to aide enterprise accounts with performing daily actions and/or product concerns.
• Act as the main point of contact for critical accounts/partners to aide in utilization of AvePoint products.
• Build and configuration of in house testing environments to simulate user stories for the team's training, engagements and/or dedicated accounts.

Technical Analyst L2 Escalation Team

• Primary contact to assist with addressing customer critical business agendas, including going onsite to troubleshoot and playing a pivotal role of being the main point of contact during some of the most critical cases handled in support.
• Second line of phone/email support for Technical Support line in addition to Tier I position responsibilities.
• Managed escalated accounts with critical deadlines and/or high expectations to achieve specific end goals utilizing the software on an enterprise level.
• Collaborated with development team on improvements for the software based on current road map and known customer concerns/requests.

Technical Analyst L1 Support

• First line of phone/email support for Technical Support.
• Logged and prioritized calls, including diagnosis and resolution of updates, corrections, closures and escalate as necessary with the use of Microsoft CRM Dynamics.
• Supported proprietary software e.g. DocAve 4.x/5.x/6.x
• Investigated and advised on configuration for Windows Server and SQL based on software requirements.
• Collaborated with development to provide technical fixes and resolutions for custom environmental incidents.
• Perform remote sessions via WebEx, AT T Connect, Microsoft Office Live Meeting or Lync Session with customers to resolve environmental/software concerns
• Inform customers of best practices of DocAve Software and SharePoint.
• Participated in teams designed to assist accounts with technical and complicated environments.
• On-Call responsibilities to ensure 24/7 support.
• Monthly call/case volumes up to 1600.

Confidential

IT Technician

• Provided 1st and 2nd level support to internal development, business, and infrastructure teams, as well as clients.
• Ensured that all client-services issues were progressed in line with agreed SLAs and KPIs.
• Assisted in the development and delivery of solutions to increase staff utilization, increase customer satisfaction and reduced operation costs.
• Decentralized shared network resulting in 30 performance increase and increasing overall user satisfaction.
• Supported and researched technology procurement, and maintenance responsibilities which reduced costs by 15 .
• Provided knowledge based training to employees and clients on company hardware and software applications.

Confidential

Operations, Help Desk Consultant

• Provided Rutgers University students, faculty and affiliates with diverse computer, network, technology and client service related issues through phone, e-mail, and other communication support.
• Monitored over 2000 computer servers through Nagios application to report and troubleshoot all technical problems.
• Displayed proven leadership skills through flexible availability, and resolving emergency off-duty issues..