Kimberly Wernecke

About Kimberly Wernecke

Expenienced as a motivated product expert that dives deeper and works with engineering to keep improving the SEP product. Responsibilities Act as product subject matter expert for SEP Assist with Escalation Facilitation Assist with Level 1 phone calls as required. Document the solutions to known issues through knowledgebase documents, product training, and white paper authoring. Advocate customer requests, troubleshoot and resolve complex, critical and sensitive support issues as well as participate in conference calls when necessary to provide next level issue resolution for customers. Verify and duplicate customer issues. Prioritize open issues, define and track bugs for Development and offer innovative ideas to improve product quality. Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products. Research a wide variety of technical subjects including operating systems, Symantec software, security and third party applications. Provide product training, workshops and technical mentoring to regional support groups. Provide on-call support for 24x7/Follow the Sun for high severity and escalated issues on a rotating basis. Act as liaison between Development and Frontline/Advanced Support. Support pre and post product launch readiness activities.

Experience

1. Senior Technical Support and Operations Engineer

   Ensilo

   Jan 2018 — Present

Education

• Comptia Security +

  Security + Certificate, Security +

  2017 — 2017

• Lane Community College

  Associates, Network Administrator

  2002 — 2005