Customer Support Engineer
Veeam
Total years of experience :15 years, 6 Months
- Handling break-fix support cases (tickets or incoming calls) according to Veeam SLA, Veeam Support Case Handling and Customer Care;
- Performing issue analysis, including log file investigation or any other type of incoming data;
- Examining database data by creating/running SQL queries, reproducing issues and communicating findings;
- Troubleshooting support requests, including running tests, adjusting the configuration of supported products or underlying systems, fix application, installing updates and patches;
- Fortifying and maintaining strong customer support focused on 100% customer satisfaction and excellent communication;
- Preparing and holding lectures on advanced troubleshooting of issues in one branch of the Veeam B&R product for existing engineers;
- preparing presentations and assisting newcomers with the advanced questions on troubleshooting methods;
- Mentoring new employees.
Support of clients in automation of the backup and recovery of files, folders, and system images.
Customers worked directly with the cloud storage providers that have the pricing and features they need.
Solve customers' issues over e-mail, chat, phone hotline, related to backups and restores of data (files, images for bare-metal restores, sql, exchange, VM, etc). Analyze logs to find the cause of failures and troubleshoot backup/restore issues.
Provide solutions according to clients' requirements, proprietary software and storage providers ((Amazon, Microsoft, Google, etc)) possibilities. Arrange initial setup and pre-sale activities of the products. Consult sales dept in technical questions. Interact with QA and Devs regarding issues, bugs&features. Correct product documentation.
2nd position was Solution architect assisting sales department with demonstrations to new clients on remote sessions, answering additional questions and configuring environment to achieve best results and goal in backuping and RPO/RTO meeting.
Efficient local technical support of IT equipment, solve HW&SW issues. Organize and support conferences for key branch departments. Interact with support teams for quickest solving issues. Participate in new products integration support (MS Lync/SFB, Remedy, MS Bitlocker, Mobile vendor, HW replacement/utilization). Mobile services configuration using mobile iron. Give briefings on implemented features&SW products. Hold inventarization of IT equipment. Coach new teammates, update KB.
Support customers via incoming calls, e-mail, web-portal on any IT-questions and issues. Interact with support teams inside region & with foreign teams for escalations. Provide uninterrupted business processes. Monitor Zabbix for network equipment availability and solve issues. Support recovering works. Support new projects implementation. Complete team quality reports. Coach new teammates, update KB.
Remote support of customers over phone and e-mail; configure routers for internet access. Install, adjust and support standard windows SW. Сontrol equipment availability, support recovering works, new projects implementation.. Provide briefings and remote support to mounters.
Monitoring of telecommunication network equipment in the region and solving incidents; support recovering works on equipment and planned backup&downtime on mobile BTS in the region. Configuring digital commutation system AXE-10.
Inspect infrastructure server/cross rooms, seeking for deviations and recovering LAN and cabling system to perfect state. Organize & maintain LAN, telephone equipment (SCS, cable works); server rooms LAN system, using iPatch.
Communications networks, Commutation systems and computer engineering (200900), Engineer (MSc/MA) in Communications networks and Commutation systems