Hi, I’m
Steven Norena
Raleigh,NC
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
13
years of professional experience
1
Certification
Work History
Sysdig, Inc.Raleigh, NC
Customer Success Engineer
01.2021 - Current
Job overview
- Managed $4m+ accounts/investors with expansion, training, and feature development.
- Monitored and tracked project progress to support timely completion.
- Led training sessions for customers, improving their understanding of product features and capabilities, resulting in saving head count by 2 ($100K+ salary)
- Implemented best practices to drive quality IT project delivery.
- Updated customers and senior leaders on progress and roadblocks, minimizing downtime situations saving $10K+ per day, per engineer
- Reduced time-to-resolution by 70%, creating efficient workflows that enabled faster triaging of support requests.
- Conducted regular account reviews to identify opportunities for upselling and cross-selling additional services or products, saving over $300k+ by cutting third party products
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Enhanced overall client experience by consistently delivering personalized attention and tailored solutions as per their requirements.
HPE Nimble StorageRaleigh, NC
Staff Technical Support Engineer
06.2016 - 01.2021
Job overview
- Updated and maintained current customer support database.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
- Delivered Tier-3 support and SME input to internal and external customers.
- Assisted in creation of comprehensive knowledge base articles, streamlining support process and empowering clients to self help.
- Offered assistance in implementing and developing training programs.
- Mentored junior members of team on best practices in issue resolution techniques.
- Assisted in development of new support tools, streamlining issue resolution processes across organization.
- Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Served as primary point of contact for support relating to owned solutions and products.
ConvergysLake Mary, FL
Customer Service Representative
01.2011 - 08.2014
Job overview
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exceeded performance metrics consistently (top 95%), earning recognition as top performer within team. Increased satisfaction scores by 12%
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Seminole State College of FloridaSanford, FL
Associate of Arts from Network And System Administration
2010
Lake Mary High School, United StatesLake Mary, FL
High School Diploma
05.2003
Skills
- Amazon Web Services
- VMware ESXi Configuration, vSphere Administration, vCenter Management, SRM Administration
- Storage virtualization (SAN, iSCSI, FC, vVols)
- Kubernetes, Docker
- Linux(RHEL), Ubuntu
- Git, GitHub
- Jira, Confluence
- Support SOP Writing
Languages
Spanish
Limited Working
Military
US Navy Veretan, Submarines
2003-2006
Timeline
Customer Success Engineer
Sysdig, Inc.
01.2021 - Current
Staff Technical Support Engineer
HPE Nimble Storage
06.2016 - 01.2021
Customer Service Representative
Convergys
01.2011 - 08.2014
Seminole State College of Florida
Associate of Arts from Network And System Administration
Lake Mary High School, United States
High School Diploma
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