Joseph Abdallah Fritz-Erler-Alle

* Technical Support Engineer providing enterprise SaaS platform support, remote collaboration, and platform integration work. * Primary point of contact for enterprise clients, handling complex issues, improving ticket resolution workflows, and liaising with product and engineering teams. * Gained experience with Zendesk, Jira, Confluence, and API-driven integrations; performed installations, configurations, and updates of the Acrolinx platform in a private cloud environment. * Authored internal knowledge base and external FAQs to boost support efficiency. * Guided customer installation and integration with diverse platforms including Microsoft 365, Arbortext, WordPress and Oxygen XML Editor. *Advised clients on governance and content guidelines to ensure brand and style consistency.

* Led end-to-end customer support operations for Floranext Point of Sale, providing timely technical assistance via phone and Zendesk to a diverse client base in the floral industry. * Managed the end-to-end process of POS software installation and configuration, tailoring setups to meet unique client hardware and operational requirements. * Triaged technical issues and escalated bugs to the development team using Jira, contributing to product stability and continuous improvement. * Advised clients on e-commerce strategy, integrating Floranext POS with custom-designed and wordpress websites to create seamless online and in-store experiences.

Designed, developed, and maintained responsive WordPress websites for small businesses, managing projects from initial consultation to launch. Administered NGINX web servers, implementing advanced configurations for load balancing, caching, and security to ensure high availability and optimal performance. Integrated Cloudflare services to bolster web security and speed, configuring CDN, SSL/TLS encryption, and DDoS mitigation rules for client sites.