Hire, onboard, train lead/mentor and continuously evaluate a team of technical support representatives
Monitor ticket queue, prioritize, assign, and respond by email as appropriate using ticketing/CRM system
Handle customer support calls and live chat inquiries, once fully onboarded
Troubleshoot as required to resolve customer issues
Achieve 80%+ positive customer satisfaction rating on closed support tickets
Identify and escalate key support and product issues to onshore management
Measure and improve key performance indicators (KPIs) including support tickets/rep/day, % tickets closed the same day, etc.
Build and maintain a knowledgebase
Lead monthly and weekly scrum with the development team and advise them on various story points
Lead and generate new sales by presenting the tools to new potential clients
Work with the development team on sprint planning and setting goals and expectations as per the client\'s need
Manage new releases and push them into production servers after proper testing
Manage outages and open bridges and keep all the heads of the department up to date with the situation including the C-Levels along with the external stakeholders
Produce RCA and provide all the necessary information to client based on the outages 

Worked on technical proposals and produce presentations.
Produced High Level Design (HLD) and Low Level Design (LLD) for Ascertia product deployments in customer environments .
Described to clients how the Ascertia product range can be managed, monitored and updated using various cloud and opensource technologies.
Reviewed product functionality and product documentation.
Managed and lead client communications.
Contributed in product and project architecture decisions.
Maintained routine communications with the management concerning all aspects of the project.
Control aspects of project to meet customer expectations.
Tracked project status, timelines and issues and risks.
Maintained project documentation and prepare/deliver project progress reports
Conducted internal project review meetings and act as project information source
Monitored project deliverable to ensure quality is maintained.
Identified and mitigate project risks.
Developed and maintain detailed project schedules.
Worked on DBMS deployment, administration, optimization.
Performed UAT, product training and documentation, Project managing complex projects which cover all of the above areas.
Development of project plans including strategy definition, project forecast allocation, timelines and milestones, and contingency planning.
Worked with onsite Algerian Client Site for Algerian National Government PKI Project.
Have an ability to multi-task while managing multiple projects, oversee daily project operations, and support other projects in a contributor role.