Tyler Delforte
Forestdale
Summary
Technical expert specializing in enterprise-level software looking to rejoin the security space for a client-facing role where I can apply my skills to add value to the company and to the overall customer experience.Experienced with supporting and advising customers on a wide variety of capabilities and products. Proven team player, willing to fulfill evolving internal and external needs, to ensure a consistent and successful customer experience.
Overview
11
11
years of professional experience
Work History
Outside Sales Representative
Akins Machinery, Inc. Machinery Division of Wurth Baer Supply
01.2024 - Current
- Maintain all customer accounts in MA, RI, and CT
- Convert prospects into successful customers via cold-calling and other sales methods
- Visiting customers on a regular basis and evaluating customer wants/needs
- Product knowledge and monitoring competitors and their products
Senior Deployment Specialist
Everbridge
04.2023 - 07.2023
- Manage projects for new client opportunities or renewals to carry out training, configuration, project management and client communications
- Collaborate with the sales team to gather client requirements and design customized solutions
- Coordinate with cross-functional teams to ensure successful implementation of projects
- Coordinate with internal teams to ensure successful deployment of Everbridge solutions
- Provide technical support and troubleshooting assistance to clients during the deployment process
- Conduct training sessions for new clients to ensure successful adoption of Everbridge solutions
- Manage multiple deployment projects simultaneously and prioritize tasks based on client needs and project timelines
- Conduct regular check-ins with clients to provide project updates and address any concerns or issues
- Ensured customers received timely updates of 'what I knew', 'what my next steps were' and 'when they would hear from me next' to give the customer transparency of the progress being made to resolve the issue
- Knowledge of multiple mobile applications and SaaS solutions for Mass Notification
- Provided expert level support to customers and to follow Support Engineers for Single Sign On (as the team's Subject Matter Expert) of SSO
Deployment Specialist
Everbridge
02.2020 - 04.2023
- Same as above
Technical Support Engineer
Everbridge
09.2018 - 02.2020
- Office candidate for HDI Technical Support Engineer of the Year
- President's Club for the 2019 year
- Achieved an average CSAT score of 99% by delivering exceptional customer support for both SaaS and On-prem by phone and/or email and by providing a resolution as well as a root cause to the customer
- Lead on the project to deploy Los Angeles World Airports’ Crisis/Emergency Management system
Associate Technical Support Engineer
Black Duck Software/Synopsys
08.2016 - 09.2018
- Take ownership of customer issues and see problems through to resolution
- Submit Knowledgebase tickets to add new component/component versions to the Knowledgebase
- Hold web meetings with customers to troubleshoot issues, assist with product installation/upgrades, implement plugins/integrations
- Submit defect and enhancement tickets
- Issue license letters to new subscriptions and renewals
Associate Dedicated Support Engineer
RSA, The Security Division of EMC
01.2016 - 08.2016
- Responsibilities included being the first point of contact for 7 large customer accounts, troubleshooting and reproducing issues, submitting engineering defects, and maintaining good customer relationships
Frontline Technical Support Engineer
RSA, The Security Division of EMC
01.2014 - 01.2016
- Responsibilities included being the first point of contact for incoming customer support tickets, troubleshooting and reproducing issues, and submitting engineering defects for an IGA product
Education
Bachelor of Science - Business Administration
University of Rhode Island
Kingston, RI01.2012
Skills
- Escalation management
- Professional services
- Enterprise level software
- Project management
- Client communications
- Mobile applications
- Saas solutions
- Single sign on
- Product installation/upgrades
- Customer relationships
- Project deadlines
- Redhat enterprise linux
- Suse linux
- Jira
- Salesforce
- Customer relationship management
- CRM software
- Task prioritization
- Multitasking Abilities
- Written communication
- Problem solving
- Negotiation skills
- Account maintenance
- Time management
- Cross-functional collaboration
Hobbies and Interests
- Travel
- Golf
- Basketball
- Gardening/Lawncare
- Football
- Skiing
- Going to the beach
- Home improvement
Timeline
Outside Sales Representative
Akins Machinery, Inc. Machinery Division of Wurth Baer Supply
01.2024 - Current
Senior Deployment Specialist
Everbridge
04.2023 - 07.2023
Deployment Specialist
Everbridge
02.2020 - 04.2023
Technical Support Engineer
Everbridge
09.2018 - 02.2020
Associate Technical Support Engineer
Black Duck Software/Synopsys
08.2016 - 09.2018
Associate Dedicated Support Engineer
RSA, The Security Division of EMC
01.2016 - 08.2016
Frontline Technical Support Engineer
RSA, The Security Division of EMC
01.2014 - 01.2016
Bachelor of Science - Business Administration
University of Rhode Island
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