Athanasios (Thanos) Voulieris

Clearwater,FL

Summary

Versatile and detail-oriented Technical Support Engineer with extensive experience in field service and customer support at Tier 2 and 3. Troubleshoots highly technical, complex issues with ease, patience, and a customer-oriented attitude.

Overview

years of professional experience

Work History

Core Support Technician / Advanced Support Technician

KnowBe4

04.2022 - 02.2026

Provide customer support for software issues and technical issue resolution. Assist customers and end-users with troubleshooting issues related to onboarding, the use of the platform and other general KSAT console problems.
Consult with the organization's customers or end-users regarding the implementation and configuration of KSAT console and other KnowBe4 products to suit the customer's needs.
Resolve customer inquiries by using the tools provided to service the customer quickly, efficiently and thoroughly.
Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements.
Investigate and document technical issues and communicate any trends or patterns to the Research & Development team.
Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests heavily focused on the KSAT console.
Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of the KSAT console.
Investigate and document issue reports and communicate findings to development team or clients as required.
Provide training to other team members on the KSAT console.

Project Manager / Systems Engineer / Customer Support Engineer

Grass Valley

01.2003 - 05.2021

Facilitated Project Management in all phases of sales and implementation including maintenance of technical documents for distribution to customers.
Headed all design and field installation of 'PVTV', 'CRX' and 'Ignite' production automation systems including pre-site design, integration, and problem resolution.
Provided technical support of customers and second-level support of engineers and trainers in the field. On-call 24 hours a day.
Led problem escalation to Engineering, release testing, and resolution deployment to customers in the field.
Oversaw test cell and training environment design, implementation, and maintenance.

Education

Associate of Science - Civil Engineering

University of Florida

Gainesville, FL

Skills

Technical troubleshooting
Remote support
Analytical thinking
Customer service expert

System diagnostics
MS Office proficiency
Teamwork and collaboration

Websites

linkedin.com/in/tvoulieris/

Timeline