Alex Giron

Assisted with managing critical customer escalations between the support and Dev teams. Mentored and advised Vormetric support engineers on troubleshooting best practices. Disseminated new product releases and training to the global support team. Participated in Development and Product Lead Management teams product design reviews and release trains while ensuring the global team is kept in the loo

Worked with our customers to quickly and successfully resolve questions and issues involving Thales Vormetric products. Answering technical questions, providing pro-active defect/fix analysis and delivering top-notch problem resolution. Worked closely with engineering and product management teams to communicate customer needs, issues, and trends to successfully use Vormetric products. Served as a

Worked with our customers to quickly and successfully resolve questions and issues involving Vormetric products. Answered technical questions, provided pro-active defect/fix analysis, and delivered top-notch problem resolution. Worked closely with engineering and product management teams to communicate customer needs, issues, and trends to successfully use Vormetric products. Served as a Vormetric

Troubleshot and resolved tickets related to Zendesk access, use, and functionality. Solved escalated issues from Product and Advance Support teams. Recreated problems in the customer's or test environment before escalating issue to Development, Product or Operations teams. Verified issue resolution on the customer’s behalf. Confirmed with the customer that the issue has been resolved.

Analyzed, troubleshot, and resolved tickets related to Zendesk access, use, and functionality. Solved over 75% of issues escalated by Level 1. Replicated problems in the customer's or test environment before escalating issue to Development, Product or Operations teams. Verified issue resolution on the customer’s behalf. Confirmed with the customer that the issue has been resolved.

Collaborated with Engineering team on creating Functional Specifications outlining NetApp customer-support web site processes. Ensured new processes work before publishing to NOW Support site by creating test scenarios for test users to run. Minimized errors by performing process testing for the NOW Support site and documenting encountered errors for correction. Performed content and HTML updates

Analyze, troubleshoot, resolve, and issues for Web Hosting and Website Services Group. Maintain online technical support articles for Website Services Group. Troubleshoot MySQL, PHP, and other problems for Web Hosting accounts. Assist in creating and editing training material for outsourcing outsourced group. Track, analyze, and report technical support trends for Website Services. Create and main

Worked with our customers to quickly and successfully resolve questions and issues involving Vormetric products. Answered technical questions, provided pro-active defect/fix analysis, and delivered top-notch problem resolution. Worked closely with engineering and product management teams to communicate customer needs, issues, and trends to successfully use Vormetric products. Served as a Vormetric

Worked with our customers to quickly and successfully resolve questions and issues involving Thales Vormetric products. Answering technical questions, providing pro-active defect/fix analysis and delivering top-notch problem resolution. Worked closely with engineering and product management teams to communicate customer needs, issues, and trends to successfully use Vormetric products. Served as a

Lead contact for customer feedback received through Independent Software Vendor (ISV) Partners and Channel Partners web sites. Processed requests from business owners to publish content to ISV Partners and Channel Partners web sites. Project-managed design and feature updates working with business owners and web developers. Assisted in reviewing and publishing product and technical documentation f

Served as primary point of contact via email for NetApp’s customer-support web site (http:// now.netapp.com), assisting internal employees and external customers and partners. Managed several requests, problems and escalations simultaneously with the ability to prioritize and execute within the slated response times (SLAs). Triaged customer issues efficiently, working with several cross functional

Acted as lead contact for high-end customers. Responsibilities included answering product questions, resolving technical questions, and communicating results to customers in a timely fashion. Maintained system performance, troubleshooting, monitoring, and administration of Windows NT server platforms, Email Management Systems, and Live Chat Servers with the utilization of PC Anywhere, VNC, SQL que

Troubleshot and resolved tickets related to Zendesk access, use, and functionality. Solved escalated issues from Product and Advance Support teams. Recreated problems in the customer's or test environment before escalating issue to Development, Product or Operations teams. Verified issue resolution on the customer’s behalf. Confirmed with the customer that the issue has been resolved.

Analyzed, troubleshot, and resolved tickets related to Zendesk access, use, and functionality. Solved over 75% of issues escalated by Level 1. Replicated problems in the customer's or test environment before escalating issue to Development, Product or Operations teams. Verified issue resolution on the customer’s behalf. Confirmed with the customer that the issue has been resolved.

Assisted with managing critical customer escalations between the support and Dev teams. Mentored and advised Vormetric support engineers on troubleshooting best practices. Disseminated new product releases and training to the global support team. Participated in Development and Product Lead Management teams product design reviews and release trains while ensuring the global team is kept in the loo

Was responsible for establishing a customer service department. Hired, trained, and managed seven Customer Care Representatives. Developed, documented, and implemented workflow procedures for technical support. Consulted on user interface and page layout for web pages. Researched, analyzed, and implemented IT solutions for customer support operations. Established customer service call and email me

Responded to over 200 customer email messages a day. Provided customer support by promptly answering email inquiries regarding Excite services, such as Excite Mail, search engine submissions, and the My Excite portal. Maintained three-day turnaround time for customer responses.

Lead contact for customer feedback received through Independent Software Vendor (ISV) Partners and Channel Partners web sites. Processed requests from business owners to publish content to ISV Partners and Channel Partners web sites. Project-managed design and feature updates working with business owners and web developers. Assisted in reviewing and publishing product and technical documentation f

Collaborated with Engineering team on creating Functional Specifications outlining NetApp customer-support web site processes. Ensured new processes work before publishing to NOW Support site by creating test scenarios for test users to run. Minimized errors by performing process testing for the NOW Support site and documenting encountered errors for correction. Performed content and HTML updates

Served as primary point of contact via email for NetApp’s customer-support web site (http:// now.netapp.com), assisting internal employees and external customers and partners. Managed several requests, problems and escalations simultaneously with the ability to prioritize and execute within the slated response times (SLAs). Triaged customer issues efficiently, working with several cross functional

Supervised four-member E-mail Response Group. Collaborated with other departments to aid product development and maintain the Netscape website, consulting on user interface and page layout. Responsible for maintaining one-day business response time. Conducted monthly feedback and career counseling sessions. Provided training on processes, resources, and applications. Interviewed candidates for cus

Analyzed, troubleshooted, resolved, and issues for Web Hosting and Website Services Group. Maintained online technical support articles for Website Services Group. Troubleshot MySQL, PHP, and other problems for Web Hosting accounts. Assisted in creating and editing training material for outsourcing outsourced group. Tracked, analyzed, and reported technical support trends for Website Services. Cre

Was responsible for establishing a customer service department. Hired, trained, and managed seven Customer Care Representatives. Developed, documented, and implemented workflow procedures for technical support. Consulted on user interface and page layout for web pages. Researched, analyzed, and implemented IT solutions for customer support operations. Established customer service call and email me

Responded to over 200 customer email messages a day. Provided customer support by promptly answering email inquiries regarding Excite services, such as Excite Mail, search engine submissions, and the My Excite portal. Maintained three-day turnaround time for customer responses.

Managed all aspects of daily store operations. Allocated stock budget (up to $180,000) for different product lines. Allocated operational budget for payroll, advertising, and operating expenses. Calculated payroll. Scheduled employees for the most effective store coverage. Hired and trained new employees.

Managed all aspects of daily store operations. Allocated stock budget (up to $180,000) for different product lines. Allocated operational budget for payroll, advertising, and operating expenses. Calculated payroll. Scheduled employees for the most effective store coverage. Hired and trained new employees.

Supervised four-member E-mail Response Group. Collaborated with other departments to aid product development and maintain the Netscape website, consulting on user interface and page layout. Responsible for maintaining one-day business response time. Conducted monthly feedback and career counseling sessions. Provided training on processes, resources, and applications. Improved team performance by a

Acted as lead contact for high-end customers. Responsibilities included answering product questions, resolving technical questions, and communicating results to customers in a timely fashion. Maintained system performance, troubleshooting, monitoring, and administration of Windows NT server platforms, Email Management Systems, and Live Chat Servers with the utilization of PC Anywhere, VNC, SQL que