Customer Service Technical Support Principal Support Engineer

Matt Russo

Enterprise Tech Support Senior Advisor at Quest Software

Freehold, New Jersey, United States

Email: ************@*****.***

Phone: 732-***-****

Professional Experience

Enterprise Tech Support Senior Advisor

Quest Software

Jan 2021 - Present

Freehold, New Jersey, United States · Remote

erwin, Inc. acquired by Quest Software

Provided exceptional customer service and eƯicient solutions for the erwin® Modeling Suite of Products, with a focus on the erwin Workgroup Edition (Mart, Model Manager, Model Mart, Mart Portal).

Lead support initiatives and troubleshoot complex technical issues to ensure customer satisfaction.

Authored and contributed to numerous technical articles on the company's website.

Principal Support Engineer

erwin, Inc.

Apr 2016 - Aug 2024

Lawrenceville, NJ

Transitioned and adapted support services following the acquisition of erwin data modeling suite by Parallax Capital Partners from CA Technologies.

Delivered top-tier support for the erwin® Modeling Suite of Products.

Authored and contributed to numerous technical articles on the company's website.

Principal Support Engineer

CA Technologies

Dec 1995 - Apr 2016

Ewing, New Jersey

Facilitated smooth operations post-acquisition of Platinum by CA Technologies.

Continued support for Erwin DM Suite

Specialized in providing solutions for the CA Erwin Data Modeling Suite of Products, particularly the CA ERwin Workgroup Edition (Mart, Model Manager, Model Mart).

Developed technical articles.

Technical Support Engineer

Platinum Technology

1998 - 1999

Princeton, New Jersey

Continued support for Erwin DM Suite post-acquisition of LogicWorks by Platinum. Technical Support Engineer

LogicWorks, Inc.

Dec 1995 - Dec 1999

Princeton, New Jersey

Supported Erwin during its early versions under the leadership of Ben Cohen. Technical Support Engineer / Pre-sales Technical Consultant Network Associates / McAfee

1994 - 1995

Provided technical support and pre-sales consultancy following McAfee's acquisition of Brightwork Development.

Technical Support Engineer & Quality Assurance Engineer Brightwork Development

1989 - 1994

Tinton Falls, New Jersey

Supported innovative LAN enhancement products and participated in quality assurance testing.

Education

Rider University

Bachelor of Science in Business Administration, Decision Sciences and Computers 1985 - 1989

Activities and societies: Association internationale des étudiants en sciences économiques et commerciales (AISEC)

Skills

Data Modeling: erwin Data Modeling Suite

Databases: Oracle, SQL Server, PostgreSQL

Programming: some experience Visual C++

Technical Writing: Authored and edited technical articles

Tools: Microsoft OƯice Suite, Microsoft Teams, Zoom, Skype, Webex, Google Chrome, Microsoft Edge

Technical Support: Customer service, troubleshooting, technical consulting Hobbies and Interests

Chess: Blitz 3-minute games with a rating of 405 on chess.com. 46% won, 2% drawn, 52% lost.

Martial Arts and Yoga Meditation: Regular practice of martial arts and yoga meditation.

Writing: Self-published numerous books on Amazon.com, collaborating with ChatGPT and other AI tools

Contact Information

Email: ************@*****.***

Phone: 732-***-****

https://www.linkedin.com/in/matt-russo-44348b3a/

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