Runako C.

Experience

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  Addigy

  Jan 2020 - May 2022

  ● Perform 300-400 client interactions monthly to resolve and guide customers in:○ System Updates/Upgrades○ System Alerts○ CIS and NIST Compliance○ Maintenance○ Integration implementation (Google SSO, Azure SAML, etc.)● Adhere to Service Level Agreements (SLA) with internal and external customers, averaging +99% SLA.● Conduct quality control (QC) on new cloud SaaS product offerings before going to market.● Document features best practices, host and attend webinars, and author troubleshooting and configuration steps on over 100 Knowledge Base (KB) articles.● Maintain an average score of 100% CSAT to a +3,000 customer base. Show less

  • Support Engineer - Tier 2

    Jan 2022 - May 2022

  • Support Engineer - Tier 1

    Jan 2021 - Jan 2022

  • Support Engineer Intern

    Jan 2020 - Jan 2021
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  Totango

  May 2022 - Aug 2023

  Support Engineer - Tier 2

  ● Engage with client issues through escalations from Tier 1.● Responsible for leading a team of 5+ employees.● Analyze SUMOlogic logs for advanced error handling.● Use of Sendgrid to track client communications.● Research various databases (Using SQL) in order to report any issues.● Research bugs discovered internally or client-reported, presenting them weeklyto the Support, Product, and Operations departments.● Assisted in writing customer-facing KB articles.● Usage of both Zendesk and JIRA.● Kept the department in adherence to KPIs.● Execute APIs and CURLs to investigate and solve requests. Show less

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  Personified

  Aug 2023 - now

  Senior Client Support Technician