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Click here or scroll down to respond to this candidateLMCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLEWWW: LINKEDIN LINK AVAILABLEExperienced and innovative engineer eager to take on a dynamic role that oers both challenge and fulllment. I am deeply committed to my craft, blending technical expertise with creative problem-solving skills. I am enthusiastic about applying my passion and skills to make meaningful contributions within a collaborative team environment. Technical supportSupport and infrastructureServer congurationMaintenanceRoot Cause AnalysisTraining and MentorshipGraphic Design3D Modeling and RenderingBusiness Operations ManagementClient RelationsEnterprise ticketing toolsProject planningDeployment of softwareDeployment of hardwareCustomer Advocacy GroupIdentifying eld defectsReporting eld defectsTTPRallyJiraConuenceAgile processesCertication prep coursesWindows ServerCitrix Xen DesktopCitrix Xen AppMacintosh systemsTraining toolsTroubleshootingWebroot Broomeld, COFront Line Engineer, Lead GlobalEscalation Manager08/2010 - 07/2024Managed critical escalations, minimizing downtime and customer impact. Collaborated with cross-functional teams to resolve complex technical issues.Acted as primary point of contact for global customers during escalations. Implemented and rened escalation procedures to enhance eciency. Utilized technical expertise to troubleshoot and diagnose issues accurately. Conducted root cause analysis to prevent future incidents. Provided training and guidance to junior engineers on escalation protocols. Integrated Graphics Thornton, COOwner Graphic Artist and 3d Designer12/2009 - 07/2010Created custom graphic designs and 3D models for a diverse client base. Managed all aspects of business operations, including client relations and project management.Developed visually appealing marketing materials, logos, and branding assets.Utilized advanced software tools for 3D rendering and animation. Delivered high-quality design solutions within tight deadlines. Collaborated with clients to understand their vision and bring it to life. Kept up-to-date with industry trends to incorporate the latest design SummarySkillsExperience1731 West 102nd Ave, Thornton, 80260 COtechniques.The Warranty Group Golden, COInsurance Claims Agent04/2005 - 01/2008Processed and evaluated insurance claims to ensure accuracy and compliance.Communicated with policyholders to gather necessary information and provide updates.Investigated claims through thorough analysis and review of documentation.Collaborated with adjusters, medical professionals, and legal teams to resolve claims.Ensured timely and fair settlement of claims while minimizing company liability.Maintained detailed records of claims and correspondence for reference and reporting.Provided excellent customer service by addressing inquiries and resolving issues promptly.Target Thornton, COBackroom Receiving07/2004 - 03/2005Received and processed incoming shipments accurately and eciently. Veried and documented the quantity and quality of received goods. Organized and maintained inventory in the backroom to ensure easy access and retrieval.Collaborated with the sales oor team to ensure timely replenishment of stock.Operated equipment such as forklifts and pallet jacks safely and eectively. Maintained cleanliness and organization of the backroom area. Conducted regular inventory audits to ensure accuracy and prevent discrepancies.Aliated Computer Services Tualatin,ORTier II Technical Support05/2002 - 08/2003Provided advanced technical support to resolve complex customer issues. Diagnosed and troubleshooted hardware and software problems. Assisted Tier I support with escalated cases, oering guidance and expertise.Documented and tracked support cases in the ticketing system. Collaborated with development teams to address recurring issues and provide feedback for product improvement.Conducted remote sessions to resolve technical issues directly on customer systems.Delivered exceptional customer service by maintaining clear communication and ensuring timely resolution.Sateri Group Denver, COInstallation Support (ContractRepresenting IBM)09/2000 - 04/2001Provided on-site and remote installation support for IBM products and solutions.Assisted customers with the setup and conguration of hardware and software systems.Conducted pre-installation assessments to ensure compatibility and readiness.Troubleshooted and resolved installation-related issues promptly. Collaborated with IBM engineering teams to address and escalate complex problems.Documented installation processes and provided detailed reports to clients and management.Delivered training and guidance to customers on the use and maintenance of installed systems.Westwood College of Technology Denver, COBachelor of Science in Video Game Art and Design01/2006Long history of providing technical support at various levels and dierent products. I have experience working within a support and infrastructure role within the enterprise, including server conguration and maintenance, enterprise ticketing tools, and some experience regarding project planning and deployment of software and hardware. My experience with the Customer Advocacy Group (CAG) at Webroot has exposed me to several tools and processes used when identifying and reporting eld defects. Tools do and have included TTP, Rally, Jira, and Conuence. I've researched and investigated a number of Agile processes and passed a number of certication prep courses. Software exposure includes Windows Server, Citrix Xen Desktop and Xen App; Macintosh systems from 10.7 to the current release. I've been responsible for providing many of the training tools and processes for the frontline team to eectively troubleshoot the Webroot suite of products.Education and TrainingProfessional Summary |
