Ashley Heppe

Experience

• 

  Taco John's International, Inc.

  Apr 2009 - Aug 2013

  Cashier
• 

  Kentucky Lake Moving and Storage

  Jun 2010 - May 2014

  Mover
• 

  Murray State University

  Aug 2010 - May 2014

  IT Student Worker

  Assisted students and faculty with computer related issues. Setup a wide variety of products such as tv's, projectors, and audio equipment. I added new computers to the domain. I took care of the computer labs and made sure that every semester the hard drives were delparted and then the correct image was placed back on them. I also installed software on many of the computers when needed. I worked with many types of operating systems like windows xp, vista, 7, centos and ubuntu.

• 

  DEVsource Technology Solutions

  May 2014 - Jul 2018

  • Knowledge of Network Systems, Network Security, Operating systems and Voice over IP• Experience with installing and configuring: Hyper-V, AD, DHCP, DNS, File, Mail, Print, and Application Servers.• Assist clients to resolve software and hardware computer related issues.• Help maintain client’s network infrastructure: Severs, Routers, Switches, and Firewalls.• Work with Cisco Meraki equipment, Windows servers, SonicWALL routers, Alitgen phones, Cytracom phones, and Star2Star phone systems. • Software and services: Office 365, Sherweb, Reflexion, ScreenConnect, Kaseya, ITglue, Datto, Webroot, OpenDNS, and Connectwise. Show less

  • Technical Analyst

    Jan 2015 - Jul 2018

  • Help Desk Intern

    May 2014 - Dec 2014
• 

  Citrix

  Jul 2018 - Oct 2022

  • Offline Technical Lead resource for the America's Teams• Assistant to the America's Team Manager• Provide Technical Coaching in Feedback sessions and lead America's war rooms for case discussion• Monitor call queues to ensure sufficient staffing levels and adherence to KPI's• Perform daily operational tasks including case assignments, backlog review, Managing high profile/high touch cases for strategic partners• Work with priority customer accounts to ensure their cases are handled properly.• Monitor engineer utilization and case metrics via reporting and Salesforce dashboards Show less • Assisted customers to help resolve Content collaboration and Endpoint Management related cases.• Setup and configured customer managed storage zones as well as the environment surrounding the software.• Setup and configured XenMobile servers and the environments surrounding the server.• Actively and accurately analyzed API calls using Splunk, Dev Tools, and Fiddler traces to determine issues with the control plane or databases.• Assisted other members of the team when in need of help regarding other cases.• Worked directly with development to get cases resolved.• Created and ran SQL queries to get results from the SQL server to help troubleshoot cases.• Analyzed device and server logs in Endpoint management to find issues with the customer's environment.• Worked with customers to develop project plans for upgrading Citrix products in their environment. Show less

  • Priority Lead Technical Support Engineer

    Mar 2021 - Oct 2022

  • Senior Technical Support Engineer / Team Lead

    Apr 2020 - Mar 2021

  • Technical Support Engineer

    Jul 2018 - Apr 2020
• 

  ShareFile

  Oct 2022 - now

  Driving and improving active use to ensure adoption and retention by partnering with customers to ensure success.

  • Senior Adoption Engineer

    Feb 2023 - now

  • Priority Lead Technical Support Engineer

    Oct 2022 - Feb 2023