Alexander Sheehan
SimCapture Support Analyst Tier 2 - EMEA Region at Laerdal Medical
- Role
- Simcapture Support Specialist Tier 2 - Emea Region at Laerdal Medical
- Location
- Alexandria, VA, US
- LinkedIn followers
- 500 followers
About Alexander Sheehan
Training front line support team members (personalized 1:1 training and support)…
Experience
Simcapture Support Specialist Tier 2 - Emea Region
Jul 2021 — Present · Washington, DC, US
Lead and improve team performance by coaching and training 1st line field service engineers across EMEA, setting clear expectations, and providing continuous feedback• Handle escalated cases, tracking resolution times, identifying software issues, and highlighting training opportunities (Salesforce, previously Zendesk)• Improved efficiency and organization across all EMEA regions by training on the use of CRM Salesforce for organization/record keeping• Analyze and identify recurring issues; collect, verify, and report data insights to support teams, providing tested solutions• Generate multiple reports from Salesforce data• Collaborate with SimCapture project leads and development teams to proactively identify and address customer issues• Develop and maintain comprehensive knowledge base documentation• Design training plans, streamline work processes, and create training materials for the frontline team• Coordinate with customers, senior management, and frontline support teams to provide status updates on resolutions, identify problem areas, and present findings in meetings (daily, weekly, monthly)• Utilize Salesforce Analytics for EMEA and global support KPI data reporting• Serve as the subject matter expert and key liaison between Washington, DC Laerdal Labs and EMEA, specializing in SimCapture product knowledge and troubleshooting• Achieved AXIS Communications certification
Skills
- Leadership
- Software Development
- Python
- Scrum
- Event Planning
- Social Networking
- Back-End Web Development
- Microsoft Word
- Powerpoint
- Microsoft Excel
- Matlab
- Html
- Responsive Web Design
- Help Desk Support
- Agile Methodologies
- Windows
- IT Hardware Support
- Calculus
- Java
- Astronomy
- Algorithms
- Photography
- Public Speaking
- Web Development
- C++
- Customer Service
- Front-End Development
- Astrophysics
- Social Media
- Mac Os
- Teamwork
- Html5
- Microsoft Office
- Data Structures
- Css
- Linux
- Physics
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.