Wake Forest, North Carolina, United States
Strategy-driven technical sales professional with a focus on client engagement and satisfaction, with experience in a variety of hardware, software, and application technologies.
Collaborate and consult with Clubessential clients & Support Team Members to resolve highly complex technical issues associated with the use of our products. Mentor Technical Support Specialists in researching, resolving and documenting customer server issues. The primary installer of client Payment Processors, including ETS, Shift4, OpenEdge, Paysimple, NewTek. Assist with implementation of new hosted clients: configuring printer and user accounts; configuring and shipping firewalls; working with local IT to set up firewalls for hosted clients; assisting implementation staff when on-site. Help manage hosted/cloud environment servers, including updates, patches, monitoring. Help manage troubleshoot RHEL 6 Apache server. Troubleshoot and resolve high-level technical issues such as slowness of servers/sites; printing issues throughout clubs; application issues/errors; EMV credit card readers; TCP/IP devices; and other as prescribed. Extensively research and documents customer software and technical issues. Partner with Development and other interdepartmental teams, and assist in special projects as needed. Provide technical expertise to Clubessential sales staff throughout the sales lifecycle Collaborate with local IT Managers to refine their networking, system and application setup for cloud and onsite installations Mentor technical support specialists in researching, resolving and documenting customer’s server issues
Main point of contact for all technical issues for 250+ country clubs Customer facing support engineer supporting sales and implementations teams Answer and anticipate customers concerns about implementation and support agreements Manage maintenance and support of virtual machines on VSphere for all cloud clients Collaborate with sales, development, and other teams to resolve complex issues
Supported 2000+ internal clients both on-site, satellite locations, and remote Worked as main point of contact for critial issues and executive support team Repaired, Maintained and deployed workstations (hardware and software) Managed cellular device deployment for entire enterprise Reviewed candidate resumes and interviewed level 1 technicians
Managed small and large scale outages by working with deskside, networking, and system engineering teams. Managed schedule and maintained 100% call coverage for Boston Team of 4 support engineers Ensured team’s performance by reviewing calls and tickets and identifying opportunities for coaching Reviewed candidate resumes and interviewed level 1 technicians