Technical Support Engineer

Cork, Ireland

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Proofpoint

Associate Product Support Engineer

April 2024 - Current

• Providing Tier 1 support to administrators & enterprise-level partners via phone, web-based tools (Zoom, Microsoft Teams), and email.
• Conducting thorough analysis of customer environments to identify root causes of issues and provide effective solutions, escalating complex cases to senior engineers when necessary.
• Documenting and tracking customer interactions, issues, and resolutions in the support ticketing system (Salesforce).
• Managing product escalations, acting as a liaison between customers, and collaborating with cross-functional teams, including Engineering and Product Management, to address customer concerns and provide feedback for product improvement.
• Assisting in the creation and maintenance of knowledge base articles and support documentation.
• Gathering and reviewing system logs or other documentary evidence using Linux Bash commands.

Tableau, a Salesforce Company

Senior Technical Support Engineer

July 2019 - October 2023

• Provided technical support for the full product suite across such categories as data connectivity, authentication, front-end, performance, stability, installs, and licensing.
• Communicated with external customers via phone, email, and Cisco Webex screen-share while meeting milestone and service level agreements for case updates.
• Created and updated internal and external knowledge base articles for new or existing issues (88 articles created, 53 edited).
• Guided cases to resolution utilizing customer facing documentation, internal teams and tools.
• Reproduced and submitted suspected defects (122) to engineering teams for further investigation. 61 were confirmed product defects and fixed in subsequent releases.
• Closed 1900+ customer support tickets with 4.61 Agent Satisfaction score, 4.16 Overall Satisfaction score (5.0 grade) across 209 customer surveys.
• Mentored new hires and provided input to training programs, including writing articles for technical support organization’s internal wiki.
• FY24 Q1 customer success award recipient for "Operational Excellence".
• Inaugural support engineer assigned to a pilot project to preview new product features before release.
• One of the core members of a 3-4 person team that led the technical support response to global Tableau Cloud incidents.

Left/Right

I.T. Supervisor

October 2018 - April 2019

I.T. and Editorial Support

October 2017 - October 2018

• Responded to IT requests and issues in a help desk capacity for end-users, including C-level executives.
• Forecast future inventory needs, ordered equipment, and maintained accurate inventory records.
• Supervised, and delegated tasks to, other support personnel.
• Supervised a project to upgrade the post-production facility's wireless network equipment.
• Installed, patched, and configured software applications and Windows operating systems.
• Deployment and breakdown of HP and Intel workstation setups.
• Maintained computer hardware and audio visual equipment, and diagnosed problems.
• Network connection and configuration on client machines.
• Maintained and configured network attached storage, routers, switches, and specialized media servers.

Verificient Technologies

Software Test Engineer

May 2014 - March 2016

Project Manager

July 2015 - September 2015

• Performed manual & automated end to end testing on web applications.
• Compiled the initial test case suite for the quality assurance department.
• Assessed and incorporated new test tools into the testing workflow.
• Liaised with team members and chief technical officer to plan and coordinate application testing and reported results to relevant parties.
• As project manager, had responsibility for planning weekly sprints with the chief technical officer and reported task progress to superiors. Organized and chaired all staff meetings.

Pramerica Systems Ireland

Associate System Tester

February 2012 - October 2013

• Performed manual end to end and regression testing on desktop and web applications.
• Co-ordinated closely with all stakeholders to devise thorough test cases based on business and technical requirement documents.
• Reported bugs and worked with developers to help resolve and retest them.

Atlantic Technological University, Galway city campus, Ireland

2012

Bachelor of Science Degree in Software Development

Atlantic Technological University, Letterkenny campus, Ireland

2010

Bachelor of Science Degree in Computing in Computer Games Development