Christopher Torres
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Retail Technical Support Analyst at Wincor Nixdorf
Austin, Texas, United States
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Jobs
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Technical Account ManagerFLEXERANov 2021 - May 2026 (4 years 7 months)Senior IC owning enterprise account health, technical adoption, and escalation governance for 17 enterprise accounts across healthcare, financial services, and manufacturing — sustained 96%+ CSAT.
• Own the customer technical relationship end-to-end for a portfolio of 17 enterprise accounts — driving adoption of Flexera One and Snow License Manager, aligning on roadmap, leading QBRs, and partnering with customer engineering and SAM/ITAM leadership on long-term account strategy and renewal readiness.
• Translate technical risk and platform performance into executive-ready business narratives — audit and compliance exposure, renewal risk, and optimization value — for customer leadership and internal stakeholders.
• Govern Sev1/- 2nd Line Support EngineerFLEXERAJul 2021 - Nov 2021 (5 months)• Owned advanced technical escalations across enterprise SaaS environments — partnering with Engineering and DevOps to reproduce defects, capture diagnostics, validate hotfixes, and confirm resolution with clear customer facing status communications.
• Authored troubleshooting playbooks, known-issue documentation, and triage decision trees that reduced time-to resolution for recurring incidents across the support team. - Support EngineerSnow SoftwareMar 2020 - Jul 2021 (1 year 5 months)• Resolved complex customer-impacting issues across SQL Server and Linux/IIS-based deployments — owned cases end-to-end from triage through resolution, coordinating with Engineering and communicating status, risk, and mitigations to customer infrastructure teams.
• Created and maintained knowledge base articles and internal runbooks to standardize diagnostic procedures, improve first-pass resolution, and accelerate onboarding for new engineers. - RApplication Support Technician (Contract)RCM Technologies AmentumDec 2019 - Feb 2020 (3 months)• Provided Tier 2/3 technical support on a government contract — resolved hardware, software, and connectivity issues while adhering to SLA requirements and maintaining Zendesk for case tracking.
- Technical Support EngineerSnow SoftwareMay 2018 - Sep 2019 (1 year 5 months)• Delivered regional technical support for enterprise Snow Software deployments — troubleshooting SQL Server, Linux, and IIS environments while sustaining 96%+ CSAT.
• Applied ITIL framework principles to case management and escalation workflows; authored 2 published knowledge base articles for internal and external use. - STechnical Support Analyst IiSalient SystemsJun 2013 - Mar 2018 (4 years 10 months)• Provided 24/7 on-call enterprise technical support for video security deployments across integrator, reseller, and channel partner accounts — met all SOW SLA requirements and supported server configuration, SCCM-managed Windows environments, and hardware/software integrations.
• Maintained CRM for case tracking; delivered QA feedback to Development on software defects and assisted in onboarding and training new support staff. - WHelpdesk Quality & Development ManagerWincor NixdorfJan 2006 - Jul 2012 (6 years 7 months)• Led helpdesk quality and operational performance for a 12-person team — drove SLA adherence through queue analytics, incident prioritization, and standardized escalation paths.
• Built and delivered technical training, onboarding programs, and a structured QA program (audits, calibrations, scorecards) improving consistency, reducing ramp time, and increasing first-pass resolution rates. - WRetail Technical Support AnalystWincor Nixdorf
Education
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- GHigh SchoolGonzales High SchoolAug 1997 - May 2001 (3 years 10 months)