Dhan Christopher Barrido

• Work within Zenddesk to document, track and resolve customer issues.
• Work within JIRA to document bugs and escalation to the operations and engineering team.
• Work with large data lakes and SQL.
• Execute RESTful APIs, runners, and scripts
• Troubleshoot and perform root cause analysis on issue while collaborating with the engineering and operations team to resolve.
• A subject matter expert around subscription billing and revenue management
• Perform acceptance tests of new features in collaboration with the Q/A team.

• Responsible for reproducing, debugging and/or confirming product defects.
  
• Report defects to Product Management or Engineering for immediate resolution or future consideration.
  
• Provide product training and mentorship to Junior Support staff.
  Act as a backup for Support staff.
  
• Ensure that all actions and discussions pertaining to issues escalated from Tier 1 or 2 Support are documented.
  
• Ensure customer and partner inquiries are responded to within established timeframes and customer care and Technical Support service levels are achieved.
  
• Proactively identify changes we can make to our application to make our customers jobs easier.
  
• Serve as an interface to the Development team.

• Modify software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer's problem in a production environment, requiring extreme care and attention to detail
• Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environment
• Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system
• Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines
• Provide great customer support through direct customer contact, including by phone, email, and case documentation
• Manage an individual open case queue, while monitoring the team escalation queue ensuring Service Level Agreements are met or exceeded
• Regularly receive escalated cases from management, and prioritize accordingly
• Document and report product/application defects to Premier Services Project team and escalate unresolved problems to the appropriate resources
• Attend Project Team meetings ensuring the proper notice and understanding of future products/features and the timeline of those Production deployments
• Attend and manage recurring client meetings to review current and past production incidents
• Establish relationships with other partner teams that impact technical support
• Follow internal change control process to implement any required product modifications
• Participate in rotating “on call” coverage for escalated issues
• Provide technical training and guidance to customers and other team members
• Contribute to and build client specific Confluence spaces detailing custom application layers, services, processes and procedures
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

Train new Application Support Analyst II

Answer technical questions

Troubleshoot escalated cases

Help assist with case backlog

Troubleshoot/resolve customer issues

Use available tools, procedures, instructions and documents to resolve technical problems

Thoroughly document all research utilizing a case tracking system

• Escalate unresolved problems to the appropriate resources and departments Manage an individual open case queue, while being assigned new cases on a daily basis
• Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts
• Develop and maintain effective relationships with customers
• Follow internal production change control process to implement product modifications -Often make data or configuration edits in a production environment that require attention to detail and extreme care
• Assist with test emergency product fixes received from product development

Troubleshoot/resolve customer issues

Use available tools, procedures, instructions and documents to resolve technical problems

Thoroughly document all research utilizing a case tracking system

• Escalate unresolved problems to the appropriate resources and departments Manage an individual open case queue, while being assigned new cases on a daily basis
• Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts
• Develop and maintain effective relationships with customers
• Follow internal production change control process to implement product modifications -Often make data or configuration edits in a production environment that require attention to detail and extreme care
• Assist with test emergency product fixes received from product development

• Provide courteous, efficient, and professional customer service to customers over the phone and email with continued follow up until resolved and ensure proper escalation procedures are followed for unresolved issues.
• Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
• Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications. Work with SQL & RDBMS software such as Oracle, PostgreSQL, MS SQL Server

• Served as a point of escalation for technical support managers, resolving cases and diffusing situations where the customer is unhappy with the product or prior support.
• Cross-trained on the Cloud Web Security / Endpoint and CASB products.
• Maintained consistently high CSAT and case closure metrics.
• Reviewed KB edits and submissions as a Subject Matter Expert.
• Seasoned Forcepoint technician with 4 years' experience supporting our Web Security solutions.

• Provided professional and friendly technical support for Mission Critical enterprise customers for Websense Web Security, Websense Content Gateway and Web Security Gateway Anywhere products in diverse customer environments.
• Troubleshooting experience with TCP/IP networking, packet capture analysis, DNS, firewalls, SSL/TLS protocols, Linux and Windows server, MSSQL, LDAP/Kerberos, Active Directory, and general application support. Effectively managed a case queue, meeting SLA and ensuring case resolution or escalation within an acceptable period of time while thoroughly documenting issues encountered.
• Experience with expediently resolving critical system down issues.
• Experience with working a rotating weekly 24x7 on-call status for US-restricted customers.