Andrew Conti

Act as the technical and administrative escalation point for all North American support cases. Work with customers to escalate issues to ensure timely resolution of cases. Manage a team of 5 engineers; keep tabs on workloads, scheduling and active cases. Relay product design and technical feedback to appropriate development teams on behalf of the support staff.

Began to take on a larger role in assisting our sales team with customer questions and deploy-ments. Presented product details and demonstrations to Microsoft Exchange User Groups. Be-came involved in the hiring process for new members of the support team.

Respond to support inquiries by phone and email, including remote troubleshooting. Assist cus-tomers with both product setup and troubleshooting at network, transport and application layers. Analyze packet captures using Wireshark to isolate problems and determine solutions. Train new team members and assist junior support engineers with their tickets.