Technical Support Contact Center
Resume:
Ted Paradise
***.********@*****.***
Skills and Experiences:
I am poised with excellent communication skills with a seasoned technical support experience in various industries where I was exposed to supporting complex enterprise applications
Experience with supporting SaaS products such as Oracle MRP, ERP, SCM, CRM, PLM, SFDC, ServiceNow, Remedy, Clarify, Siebel, Enterprise Contact Center, Remedy, Clarify, MS Dynamics, Zendesk, JIRA, Confluence and other contact center ticketing systems.
Firewall Experience: Understanding of how inbound and outbound network traffics are configured based on rules that are associated with ports, IP addresses (sources, destination), traffic types (icmp, tcp, udp) to determine what’s being allowed or block the network access that includes access, network address translation, gateways to Open Systems Interconnection (OSI modules). Knowledge of how network firewall(s) and host computer firewall(s) works with major business applications to ODBC database and its specific requirements.
Experience with cloud technology – MS Azure, AWS, and VMWare.
Experience with troubleshooting & configuring Okta for SSO, SAML in Identity Provider, SP.
Experience with supporting configuration issue, integration, implementation with J2EE, Debugging and Azure cloud environment.
Working experience with Oracle Database, MS SQL database, MySQL in Linux environment.
Be able to organize projects and conduct critical client meetings in highly effective manner.
Responsible for managing support tools, process, training, other technical documentations.
Perform root cause analysis on critical issues while meeting customer’s business objectives.
Experience with Telecom: Troubleshooting workflow, IVR, VoIP, Conference Bridge, Enterprise Contact Center, ACD, IVR and Call Routing.
Experience with J2EE (Java Enterprise Edition) platform (Telecom, Contact Center, CRM, ERP)
Experience with debugging JavaScript in J2EE environment via JavaScript debugger to find the errors in web browsers.
Experience IIS, Apache, Tomcat, WebLogic, and other Web Application Servers
Have knowledge of IIS, HTTP, FTP, J2EE, HTML, DHTML, XML, Web Server, SaaS, PaaS
Proficient in Microsoft Office products: PowerPoint, Word, OneDrive, Outlook.
Have multiple conference software experiences (Zoom, MS Teams, WebEx, Adobe Connect…)
Experience with supporting ecommerce platforms, ERP, SFDC, other sales and marketing tools in automation.
Account & Project Management:
Managing implementation, upgrading projects based on cost, timeline, and scope.
Be able to manage key enterprise accounts and meet weekly monthly goals.
Monitor and effectively manage steady state of project(s) be able to prioritize the tasks.
Understanding the customer’s business requirements and provide best practice solution.
Operating Systems & Database:
Proficiency in Microsoft platforms: Windows and Windows Servers (2016 – 2022)
Intermediate knowledge of Linux of different flavors and Unix Solaris.
Oracle (Oracle 8i, 9i, 10g), Oracle Server, Microsoft SQL, MySQL, Object Oriented Databases
MCSE Certification Course: Completed
688 Internet working with TCP/IP on Windows Server 2019
689 Supporting Windows Server 2019
803 Administering Microsoft Windows Server 2019
922 Supporting Microsoft Windows 2019
Education:
Breyer State University: Los Angeles, CA
BS in Computer Science & Computer Information Technology.
Professional Experiences:
Zoox
IT Applications Administrator Dec 2023 – May 2024
Performs routine audits of systems and Zoox’s IT related applications.
Installs and re-configures new applications' software releases, upgrades systems and installs patches and resolves any applications related problem.
Monitors application performance to detect errors earlier in the process, applies procedures, methodologies and provide interpretation of data.
Plan execute play books and implement applications and configuration change procedures to ensure optimal quality assurance for all IT Applications.
Administer and resolve applications issues, provide updates and perform root cause analysis.
Manage and maintain all alerts related to application and system procedures and provide services proactively.
Organize and implement projects ranging from small to large while providing the assistance to all processes that is in alignment with current support policy.
Undergo a detailed study of the existing system and recommend installation or upgrade of a new system.
Provide support and identify all applications issues and prepare appropriate documentation for issues and solutions in Knowledge Base.
Technical Support Engineer Jun 2022 – Dec 2022
Perform Daily Tasks to Troubleshoot of GUTS, Workflow, and data configuration
Ensure that the highest levels of service are delivered to customers
Provide telephone and ticketing-based customer support
Creating SOP documents and improve support matrix
Attending to customer requests/incidents via calls, emails, TACs to its resolution
Monitoring and troubleshooting customer solutions as issues arise
Customer satisfaction and solution availability are at the highest level
Improvise and implement existing ticketing system to next level
Tickets completed/resolved within SLA.
OneStream Software
Technical Support Engineer Sep 2021 – May 2022
Provide premier product support for OneStream customers and troubleshoot product installation, upgrading, implementation and configuration issues. Typically, in virtualization environments in MS Azure, including managing client servers (VMWare).
Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
Collaborate with other teams to help solve problems, customer training issues, and other issues that may arise while focusing on the process improvement.
Submit customer enhancement requests as well as defects to DevOps while overlooking the process in general including further option(s).
Technical Consultant (Contract) Feb 2021 – Jun 2021
Support and troubleshoot LinkedIn Learning (LMS) for all LinkedIn library customers.
Be the primary interface between LinkedIn and the customer by providing all upgrade documentation, answering FAQs and hosting end user demos.
Be the subject matter expert on all the upgrade activities for LinkedIn library customers
Share the customer experience with the LinkedIn Customer Success Team, Technical Consultant Team and the Product Team.
Answer product questions and how on all LinkedIn Learning products.
Identify, evaluate, and communicate customer trends to leadership in a prompt manner.
Bizagi
Technical Support Consultant Feb 2019 - Dec 2019
Diagnose and troubleshoot BPM software issues, address any customer inquiries regarding Bizagi BPM product.
Responsible for providing technical responses to all inbound customers
Demonstrate strong interpersonal communication while managing customer’s account
Perform Analysis of troubleshooting, problem solving, support operation procedures
Troubleshoot SQL Server or Oracle Databases associated with Bizagi BPM Enterprise
Knowledge of Microsoft IIS Application Server and Apache Tom Cat with load balancer
Technical proficiency in Load Balancing technologies from Microsoft to J2EE technologies
Knowledge of JBoss, WebSphere, WebLogic, or other J2EE Application Servers
Adobe Systems
Technical Support Consultant (Contract) May 2018 - Feb 2019
Troubleshoot in-depth technologies - SSO, IDP, SP, SAML, DNS, Active Directory Authentication
Work with Microsoft Azure, AWS, GCP as part of IDP for product accessibility
Expose to Web service tools what allow user to interact with Adobe subscription-based products
Work with cross functional teams while providing the best practice solution to customers
Assist customers, partners in configuring and deploying enterprise software packages
Use various methodologies of industry-standard to deploy and implement enterprise software
Provide high level technical support assistance to Creative Cloud for enterprise customers
Demonstrate leadership, mentor of product technologies, and decision-making skills
Perform data collection to data analysis while ultimately determining the root cause
Participates in monthly, quarterly, and annual customer reviews for assessments
Ricoh-USA
Applications Solution Administrator Jan 2017 - Jan 2018
Primary point of contact for all Secure Print software issues for Stanford Healthcare employees
Deliver and execute resolution to internal and external users based on Stanford Healthcare SLA.
Support of installed applications, manufacturer recommended updates and maintenance.
Maintains accurate log for all customer support requests and application administration.
Maintains up to date issue resolution activities via the customer's service request system.
Responds to incoming support calls in a timely, professional manner.
Expedite the issue and perform root cause analysis while escalate, follow up, and resolution.
Interacts with escalation support team for problem resolution.
LiveOps
Customer Success Manager/Engineer Jun 2013 - Apr 2017
On-boarding new customers while providing premium delivery service to enterprise customers
Work with AWS, GCP as part of IDP for product accessibility and subscription
Troubleshoot Web service tools and LiveOps Contact Center while maintain and monitoring the stored data, security compliance, and other infrastructure needs.
Experience in working with Sales Force as CRM (Customer Tracking Ticketing System).
Experience in SaaS (Subscription basis) Enterprise Telecommunication ECC product(s).
Provide high-level support for LiveOps cloud Contact Center to Enterprise customers.
ArcSight
Technical Account Manager Sep 2010 - May 2013
Provide high-level support for ArcSight subscription base applications (SaaS)
Provide and anticipate proactive measure of ongoing support process as well as change requests.
Provide adequate and effective solutions to end users based on SLA and priorities.
Ensure that applications are met business requirements and systems goals.
Work collaboratively with the ArcSight's system administration & cross functional teams.
Escalate and resolve customers’ technical issues by working closely with internal resources
Oversee customer existing issues and development of best practice solution.
Develop & implement strategic account plans with clear objectives to increase account penetration.
Work with other global cross functional teams to develop and perform an assessment of effective processes, develop new propositions to the customers and internal stakeholders.
ShoreTel
Sr. Customer Support Engineer Feb 2009 - Apr 2010
Provide high-level support for ShoreTel enterprise call center products (SaaS).
Focus on rapid identification and resolution of customer issues.
Experience with Siebel and Oracle Database.
Deliver timely and effective resolution to support requests based on SLA.
Create edit product documentation and troubleshooting steps and troubleshooting guide
Perform onsite installation, troubleshooting, training, and general product consulting.
Discuss technologies that are within business requirements as well as building long term relationships with the customers.
FrontRange
Technical Account Manager May 2007 - Jan 2009
Provide ongoing support for key accounts, maintain knowledge-base and strive for constant improvements
Working on problems of diverse scope where analysis requires evaluation of identifiable factors.
Provide product training to customer and end-users while act as first point of contact.
Worked closely with cross functional teams for faster turnaround solution for the customers.
Worked with complex and escalation issue as well as on boarding the new customers.
Create and maintain knowledge base, product documentation, support policies & procedures.
Agile Software
Technical Account Manager Feb 2004 - May 2007
Support of Agile PLM (now Oracle PLM), troubleshooting, upgrading, integration and implementation of PLM.
Full ownership for client engagement and negotiations at senior level.
Develop client presentations that is based on client’s business requirements.
Build trust relationship with the customers while understanding customer’s business logic.
Proactively manage issues to assure highest levels of customer satisfaction while operate in a fast-paced changing environment.
Up sell and generate new or existing revenue opportunity through further supply chain integration with existing client with best practice solution.
eBay
NOC Engineer Jan 2003 – Jan 2004
Provide QA support to QA users and Product Development (eCommerce PayPal division).
Resolve UNIX/Linux install and configuration issue with Apache and IIS web server.
Ensure Beta and GA testing prior to its final release and deployment in production environment.
Facilitated technical product training as needed.
Assisted in development and implementation of beta testing, web features and contents.
Aspect Communications
Sr. Technical Support Engineer Apr 2000 – Nov 2003
Provide support for Aspect Enterprise products – Siebel, Contact Center, Reporting Analytics, Telecaster, Realtime Server applications on both Linux and Windows servers.
Advised management and customer on critical technical service delivery issues as well as convey them to cross functional teams.
Create and maintain knowledge base, and overall product documentation, support policies, troubleshooting guide
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