Laurent Siraponian

Respond to customers inquiries via email, chat and voice Zoho CRM, Desk, Campaigns, Marketing Automation, CRM Plus & One applications

Provided assistance in English to UK customers stranded with their vehicle in Europe (roadside assistance)

Provided technical support via email/chat/Zendesk about pro-actively protecting Internet content through in-house adaptive rules, monitoring and advanced configuration tools which requires analysis of HTTP headers and TCP/IP networking functionality  Troubleshooting tools includes: Kibana (Elastic Search), Chrome developer tools, Firefox extensions: firebug, http headers

Provided technical support via email/chat/social media/phone to a wide range of customer level (Free, Pro, Business and Enterprise) on CDN (Content Delivery Network) / Cloud application involving (DNS, SSL, Content Caching et Delivery, Web optimization, Load Balancing, Web Application Firewall, Security) and SAS.  Troubleshooting tools includes: curl, dig, nslookup, traceroute, mtr, openssl, telnet, ssh, ping, netstat, ifconfig, Chrome developer tools, Firefox extensions: firebug, http headers Reached and provided Enterprise level support after 6 months of joining the company to clients such as Salesforce, Lenovo, Donald Trump domains, Zendesk, Singaporean government

Provide pre-sales and post-sales assistance to Conviva customers on video streaming analytics and optimization. Through in-depth knowledge of streaming protocols and video broadcasting, I am able to provide our customers an interpretation of the video data analytics that our software tool is giving them. Developed the customer facing website for the Cutomer Care CRM through SalesForce On-going usage of JIRA and Confluence to track issues, to document workaround, to archive knowledge base articles and to document internal processes Assist Engineering in debugging complex issues around video streaming on different devices, OS and platforms in connection with video player integrated with Conviva libraries to collect data sent to a back-end database storage

Ensured Support - worldwide - is ready to accept new software releases. This includes planning to make sure the headcount, training, documentation, equipment, and processes needed by the Support organization are adequate to meet the agreed SLA (Service Level Agreement) Tracked, maintained and managed hardware inventory to provide enough stock to allow for new account setup, equipment upgrade or RMA Represent the interests of Client’s Support on Client Product Development Teams. Actively seek out and ensured features needed by Client Support to effectively support Products (i.e. reduce time and effort to identify cause of a problem and implement a fix) are included in each release of that Product. As needed, prepare a business impact analysis required to support the inclusion of the new supportability features

Proposed, researched and managed the tracking of new projects across the company with Microsoft Project Server and the integration of a bug and task tracking system (JIRA) Deployed and migrated an existing Log Delivery Service over HTTP and provided communication with the customers on the impact of the changes Defined and organized into projects the tasks of the Network and System Operations team to provide them visibility to the rest of the organization and upper management

* Provided dedicated and reliable customer service experience to our paid priority customers by always meeting the contractual SLA and providing responsive, knowledgeable and professional support on the phone and via email (Clients include Staples, Intuit, Thomson Reuters, Expedia, Getty Images and Nvidia) * Took pro-active initiative to notify our customers of potential Denial of Service due to adverse changes made to their content delivery configuration or malicious Internet activity * Diagnosed complex Internet connectivity issues using packet sniffer and involving various network equipment such as routers, load balancers, proxy, firewalls * Delivered remote and onsite training to share knowledge amongst the team and wrote customer facing knowledgebase articles to help reduce the volume of support request via phone and email * Primary support contact on the West Coast for a new custom ecommerce electronic software distribution solution implemented for Staples and Intuit with top executive exposure and customer visibility * Ability to work efficiently across multiple departments (Account/Program Management, Sales, Network Operation, Engineering) and time zone in a fast pace environment

Researched call back companies and technology to be implemented by Genesys Labs and provided competitive analysis Provide QA and Design Feedback on a application to provide Web browser initiated callback functionality as a precursor to Skype, Ooma and Vonage technology.

Supported Mac and PC internal employees Deployed new applications and hardware Supported Network infrastructure Tested new application and wrote end user installation and usage manuals