Brian Amos

Experience

• 

  Micro Focus

  Jan 2001 - Jan 2018

  Provided Level II Technical Support for Solutions Business Manager, a process management and workflow automation platform used by IT and DevOps to develop applications, forms, and web services for integration with third party applications Tracked, documented, troubleshot, and resolved complex technical customer issues spanning a wide range of technologies; included databases, web development, networking, scripting, web services, LDAP integration, SMTP, and moreLiaised between Product Management, R&D, and Quality Assurance to prioritize and balance requirements with corporate goals and customer expectationsTrained, developed, and continuously mentored nine new Support Engineers Mostrar menos Published 300+ knowledge base articles to enhance customer satisfaction and minimize calls through self-serviceSpearheaded use of instructional videos as a means of educating customers and documenting defects for developmentSupported Serena Portfolio Manager, an enterprise PPM package used to manage project task plans, resources, and reportingProvided comprehensive support for Agile on Demand, company’s Agile SaaS offering used to manage Agile teams using standard Agile techniquesWorked with Pre-Sales group to complete multiple “Request for Proposals” Mostrar menos

  • Senior Support Representative

    Jan 2016 - Jan 2018

  • Global Technical Support Engineer

    Jan 2001 - Jan 2016
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  Varonis

  Sept 2018 - Mar 2020

  Technical Support Engineer Tier II

  Provide Level II technical support for the Varonis Systems suite of security and data protection software. Working with customers of all sizes solving complex issues and diagnosing software problems from installation to usability to diagnostics.

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  NAVEX Global

  Mar 2020 - now

  Technical Specialist