Enterprise Technical Support Resume Sample
Mack Bauch
111 Shanny Summit,
Boston,
MA
+1 (555) 923 3458
Work Experience
Enterprise Technical Support Specialist
07/2015
-
PRESENT
San Francisco, CA
- 3~5 years’ experience in IT technical field. The related working experience on technical support is preferable
- MCITP/VCP/CCNA is required. CCNP, RHCE certification are preferable
- Strong responsibility and accountability are required
- Provide technical support to the commercial fiber user community on supported network technologies including fiber internet access, commercial routers, Enterprise Trunking, ELINE, ELAN, ETREE, MRS, Ethernet Everywhere, Hospitality systems and others
- Utilize phone and/or remote access capabilities to resolve complex problems and inquires referred by problem management system regarding supported software and hardware within acceptable timeframes
- Document problems thoroughly and accurately related to support for Software, Hardware and/or configuration changes
- Escalate commercial customer problems as necessary to NOC’s, management, and other internal/external support groups
Enterprise Technical Support
05/2012
-
06/2015
Los Angeles, CA
- Fluent Hungarian - Romanian + Fluent English is mandatory
- Utilize training to remain knowledgeable of Dell’s product line, processes, policies, current products, and new server-based solutions in order to expediently resolve customer issues
- Extensive networking experience (design, implementation, support) including strong knowledge of fundamental networking principals (TCP/IP, OSI, packet-flow, etc)
- Understanding of access technologies (Ethernet, Fiber)
- Identifies and resolves issues affecting customer's servers, utilizing the tools available and resourcing necessary support staff
- Clearly and concisely logs and tracks details of solutions provided to resolve customer issue and maintains and updates customer database
- Documents problems in the support solution database for diagnostics and solution implementation
- Attends required technical training sessions and makes effective use of any assigned lab time
- Provides first-level technical support on Dell supplied server and storage products
Enterprise Technical Support Analyst Student
02/2008
-
11/2011
Houston, TX
- Capable of working independently with general supervision; with work being checked at critical points and has excellent oral and written communication skills and the ability to provide outstanding customer service to internal and external clients
- Update and maintain customer records and databases
- Functional technical knowledge of /Server/Storage hardware, systems and software
- Proven ability to lead and manage highly technical team in fast growing and constantly changing environment
- Strong performance ethos and personal commitment for outstanding customer service
- Demonstrate case management skills for each customer case by resolving various issues quickly and proactively involving resources as needed to the customer’s satisfaction
- Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone
- Remains knowledgeable of Dell’s product line, processes, policies, current industry products and technologies
Education
Drew University
2004 - 2008
Engineer's Degree in Computer Science
Professional Skills
- Superior analytical and problem solving skills. Strong Ability in multi-tasking and prioritize work environment
- Strong troubleshooting skills with proven ability in trouble shooting, resolution of the issues and debug data analysis
- Excellent customer service skills with a proven ability to think outside the box in resolving customer issues
- Previous customer support experience, or previous customer facing role with good interpersonal skills (written and spoken)
- Excellent communication skills, both written and verbal (We really mean it! Including grammar.)
- Exposure networking hardware and software troubleshooting and experience in dealing with the following technologies
- Data center experience involving servers, storage, networking and overall configuration understanding
How to write Enterprise Technical Support Resume
Enterprise Technical Support role is responsible for customer, troubleshooting, software, training, technical, english, design, integration, database, security.
To write great resume for enterprise technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Enterprise Technical Support Resume
The section contact information is important in your enterprise technical support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Enterprise Technical Support Resume
The section work experience is an essential part of your enterprise technical support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous enterprise technical support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular enterprise technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Enterprise Technical Support resume experience can include:
- Identify issues, investigate root causes and recommend solutions to enterprise problems – applying diagnostic techniques as necessary and keeping the customer informed throughout
- Using troubleshooting skills
- Analyse and solve technical problems related to server/storage products by investigating potential solutions using troubleshooting skills
- Familiar with Network Management skills such as NAT, Policies, IPSec, Stateful Packet Inspection, Secure Management (SSL,SSH)
- Experience and demonstrated proficiency in, design and development methodologies and management techniques
- Act as an advocate for the customer and effectively communicate feedback to and from the members of our Engineering team in a very clear and concise method
Education on an Enterprise Technical Support Resume
Make sure to make education a priority on your enterprise technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your enterprise technical support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Enterprise Technical Support Resume
When listing skills on your enterprise technical support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical enterprise technical support skills:
- Good communication and teamwork skill to help customer resolve their issues
- In depth understanding of TCP/IP and strong troubleshooting ability
- Strong knowledge of Windows operating systems and networking (TCPIP, SCOM, DNS, LDAP, WMI, ASP, DCOM)
- Experience troubleshooting Systems Integration issues
- Strong deep dive troubleshooting techniques
- Experience and understanding of software architecture
List of Typical Experience For an Enterprise Technical Support Resume
1
Experience For Enterprise Technical Support Specialist Resume
- Demonstrated telephone, communications, and interpersonal skills
- Experience in Networking and Security
- Experience in a Technical Support role, preferably applications support
- Architectural or structural programs such as AutoCAD, Revit, Navisworks, Tekla or SolidWorks
- Setting up and utilizing software deployment tools such as SCCM (System Center Configuration Manager)
- Reporting of Service Delivery Metrics
2
Experience For Enterprise Technical Support Engineer Resume
- Working knowledge of storage hardware (including clustering)
- Facilitate timely resolution of customer’s problems by logging and maintaining status of problem and problem resolution in call tracking system
- Architectural understanding of one or more operating systems (NT, HPUX, Solaris, AIX, Linux, NetWare)
- Responsible for staying on top of all event, incident, and requests/change management for all during their shifts
- Use troubleshooting techniques and tools to identify software defects and provide applicable service based on entitlement and warranty
- Development and publishing of operational metrics, reports and dashboards related to the application platforms
- Direct management, leadership and mentoring of the Platform Delivery Team
- Liaison with Infrastructure Engineering team(s) in relation to the needs of the application platforms
3
Experience For Enterprise Technical Support Analyst Resume
- Best virtualization solution – highly integration with ESX/VMware, Hyper-V, Supports latest vStorage APIs and change block tracking, Qualified on VCE Vblock
- Pre-sale testing/POC support
- Assumes a proactive role in technical support call avoidance by identifying known problems and docu
- Actively supports the customer in all aspects through to problem resolution, keeping the customer in
- Initial point of contact for all major issues during their coverage period
- Knowledge of VOIP switching platforms
- Storage/Data Center networking (iSCSI/Fiber-Channel)
- Wireless Networking (Aruba/Cisco Mobility solutions)
- Advanced networking and security solutions - Metro-E/MPLS/IP VPN/UTM/SSL (an added advantage)
4
Experience For Manager, Enterprise Technical Support Resume
- Enterprise OS and clustering – Microsoft, Linux, etc (an added advantage)
- The AEC (Architectural, Engineering, and Construction) industry
- Provide timely responses to customer escalations
- Interface with multiple groups (e.g., Sales, Resolution Managers, Senior Engineers, etc.) to provide timely information ensuring the best support experience for the customer
- Stay up to date and knowledgeable on Dell's latest security software offerings
- Provides first-level technical support on Dell supplied server and storage products. Identify issues, investigate root causes and recommend solutions to enterprise problems – applying diagnostic techniques as necessary and keeping the customer informed throughout
- Take ownership of high priority or sensitive customer issues and ensure prompt service restoration and resolution to the customer’s satisfaction, by using a systematic problem solving approach
- Provide a “Can-Do” attitude and suggest ways to improve the team performance and share best practices to increase customer’s satisfaction
- Practical knowledge of L2/L3 Protocols
5
Experience For Enterprise Technical Support Senior Analyst Resume
- Convergys is an EEO/AA/M/F/Vet/Disability Employer
- Responsible for the overall satisfaction of Dell Server Enterprise customers
- Quick Connect Virtual Directory Server
- Maintain the highest levels of customer satisfaction
- Work with management to help identify and successfully implement areas for business improvement
- Responsible for Channel partners’ training, and bring up engineers from Channel partners. Make sure the Channel resource can support Huawei IP network product installation and maintenance service
- Respond to customer technical problems/issues related to hardware,
- Maintains a 'closed-loop' communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status
- Represent EMC and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in EMC products
6
Experience For Enterprise Technical Support Resolution Manager Resume
- Identifies and resolves issues affecting customer server systems
- Analyze and make recommendations for system enhancements and/or requirements for automation on surveillance, performance management and ticketing platforms
- Write complex technical articles and sample programs for E-Knowledge base
- Fluency in Russian and German or English
- Responsible to provide inbound and outbound technical support to Enterprise clients on supported network technologies includingFiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Services, Enterprise TV, and Complex Coax services
7
Experience For Enterprise Technical Support Analyst Student Resume
- Respond to incoming customer issues that are reported via phone, trouble ticket, email, and/or client portals. Responsible for escalation of client issues as necessary to appropriate teams
- Liaise with internal engineering teams in order to provide or receive information regarding network event status and drive customer issues to resolution
- Services, Managed Wi-Fi Services, Enterprise Trunking, Hosted Voice,
- Oversee management of customer premise equipment (CPE) for Enterprise level Managed Network Services
- Ensure that all service level objectives, customer-specific SLA commitments for proactive notification and mean time to repair (MTTR) objectives are met. Maintain problem ownership and accountability
- Responsible for design and implementation of support processes, operational policies and best practices for technical support team
- Maintain disaster-preparedness readiness state across multiple, geographically redundant support centers and initiate testing scenarios to insure continuity of operations
8
Experience For Enterprise Technical Support Senior Manager Resume
- Initiate operational reporting and with operations support, external teams and/or 3rd parties for performance reporting needs (i.e. technician performance reports/scorecards, RFO’s, service level exceptions, MTTR, notification SLA’s, etc.)
- Perform technician monitoring and feedback to ensure quality, consistency and a positive customer experience
- Handle compensation, financial/budget, and management responsibilities within specific corporate policies and guidelines
- Maintain understanding of emerging technologies and interface directly with Product and engineering operations and support organization on technical support requirements for new product launches and Beta trials
- Ensures timely and accurate notifications of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners
- Understanding of IP networking fundamentals
- Meet very aggressive MTTR and ticket handling objectives while providing hands-on leadership during network events
9
Experience For Senior Analyst, Enterprise Technical Support Resume
- Develops plans and coordinates resources to meet operational objectives, identifying and reducing obstacles for the team
- Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture
- Handles advance inbound and outbound technical calls and assists first level ETS agents in troubleshooting efforts
- Interprets internal and external business challenges and recommends best practices, leading implementation of changes for own team
- Establishes goals and achieves results, holding self and others accountable for results
- Multi-task and solve multiple trouble issues simultaneously in a high stress environment
- Responsible for providing constructive input and feedback on Tier I troubleshooting methodology and adherence to entrance level criteria before escalation to network engineering and operations teams
- Experience with Linux (preferably RedHat)
10
Experience For Enterprise Technical Support Tier Resume
- Successful work experience in large online transactional business applications
- Experience in IT Application / Service Support role(s)
- Strong Linux knowledge is required o Database applications
- Provides escalation and status notification throughout the enterprise on service-impacting events
- Provides technical support to Enterprise clients on supported network technologies including Fiber Internet Access, Ethernet, Hosted Voice, Enterprise Trunking, Managed Services, Enterprise TV services, Network protocols, Layer-2 switches, routers and RF
- Handles client escalations, providing clients with timely updates and analyzing root cause of escalations in order to drive process improvement
- Responsible for understanding and has ability to provide direction and assistance with troubleshooting complex technical support incidents; including WAN/LAN environment issues, Fiber technologies, Voice technologies, understanding of large corporate hardware and software environments
- Advanced knowledge of tools used in monitoring the network including Remedy, HP, OpenView Cisco Works,
List of Typical Skills For an Enterprise Technical Support Resume
1
Skills For Enterprise Technical Support Specialist Resume
- Excellent analytical, problem solving, oral and written communication skills
- Strong problem solving skills, applicable to network scenarios
- Excellent Russian and English or German language skills
- Proficient typing skills (30+ words per minute)
- Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies
- Effectively document and communicate customer questions, issues, and requirements to support management, product management and development
2
Skills For Enterprise Technical Support Engineer Resume
- Solid experience with Active Directory, SQL Server and databases, IIS (Internet Information Services), and Web Servers
- Competent interpersonal skills
- Excellent knowledge of Operating Systems, networking, virtualization, iSCSI, Fibre Channel (SAN, NAS, TBU)
- Experience with at least one of the following: Fiber Internet Access, 2
- Strong knowledge of the Windows operating system and computer networks
3
Skills For Enterprise Technical Support Analyst Resume
- Experience with network switch technologies (Ethernet, Fibre Channel) deployment, configuration, monitoring, and support
- Experience with at least one of the following: Fiber Internet Access - 4 Years
- Experience working in LAN/WAN operational environment with SME-level
- Experience with Network protocol troubleshooting and analysis tools
- Test and debug customer issues in lab environments and operate as a key member of a virtual product team spanning 3 continents and time zones
- Min 1 year experience in handling technical queries on social media platforms or at least 2 year experi
4
Skills For Manager, Enterprise Technical Support Resume
- Experience of Radian 6/ Sprinklr or other internet listening tools is an added advantage
- Demonstrate a clear understanding of Dell E-Support portals
- Strong Customer oriented mind
- Excellent knowledge of server and storage hardware
- Relevant experience in providing technical support
- Provides validated technical information, support process instructions and special support requirements to the customer base
- Technical support experience
- Proven ability to set and manage the expectations of enterprise clients
5
Skills For Enterprise Technical Support Senior Analyst Resume
- Actively and consistently support all efforts to simplify and enhance the Enterprise client experience
- Technical support experience in a TAC / NOC / Call Center environment
- Strong ability to aid in analysis of and documentation of root-cause analysis
- Troubleshooting knowledge of Dynamic Routing technologies such as BGP, OSPF
- Receiving and responding to Tier I trouble tickets (e.g. via telephone, email, etc.) in a timely manner
- Determining the scope of trouble tickets and identifying the responsible department
- Documenting all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
- Following issues until final resolution for the customer, ensuring trouble tickets have been addressed and properly closed out
6
Skills For Enterprise Technical Support Resolution Manager Resume
- Using various network tools to monitor network, facility, and system activities continuously to identify issues
- Willing to relocate to Montpellier (France)
- Campus Networking (LAN/WAN switching & routing)
- Apply a basic understanding of the underlying
- Familiar with enterprise technology and environments (Networking, Windows Server Management, application deployment and Batch Scripting)
7
Skills For Enterprise Technical Support Analyst Student Resume
- Familiar with Windows troubleshooting tools, such as Sysinternals, Network monitoring tools (Microsoft Message Analyzer, WireShark, and Resource Monitor)
- Responsible for key IP network project implementation, which includes design, installation, and commissioning, testing and project management
- Knowledge of Switching and Routing Architectures
- Be able to design, implement, maintain, and support our growing customer install base of IP network products (Switch/Router/Firewall)
- Interest in working within an international environment
- Work shift(s) on a rotating schedule
- Fluency in English AND one of the following languages (German, Italian, French, Spanish)
- Follow issues until final resolution for the customer, ensuring trouble tickets have been addressed and properly closed out
- Thorough working knowledge of Dell supplied applications
8
Skills For Enterprise Technical Support Senior Manager Resume
- In-depth knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
- Provide outstanding client service to internal and external clients
- Network troubleshooting in 24x7 Operations Center
- Exposure with Windows software deployment, installation, troubleshooting, log file analysis and Windows error codes
- Network troubleshooting in 24x7 Operations CenterAbility to read, write, speak and understand English
9
Skills For Senior Analyst, Enterprise Technical Support Resume
- Identify, research and input unique or recurring customer problems
- Knowledge of TCP/IP Networking Fundamentals in layers 2-4 of the OSI model
- Responsible for following defined policies & procedures
- TPAM Suite of products including: Privileged Password Manager, Privileged Session Manager and TPAM Appliance
- Thorough working knowledge of Server and Storage architecture/technology
- Assist in maintaining accurate customer database information for all relevant tools/systems
- Knowledge of tunneling technologies such as L2 and L3 VPN's
- Knowledge in local and wide area networking communications
10
Skills For Enterprise Technical Support Tier Resume
- Daily/Weekly: Maintain customer database to ensure customer information is up to date and accurate
- Provide support, guidance, direction and overall leadership of the support teams
- Basic knowledge of MS Word, Excel, and Outlook required
- As required, ability to staff a variety of shifts
- Microsoft Certified Solutions Associated
- Basic knowledge of Cisco WAN router analysis of circuit issues (e.g., MPLS, WAN, UVN, etc)
- Relevant industry certifications (such as A+, CCNA or VMWare)
- Industry qualifications - VCP, MCSE, CCNA, RHSA
- Special consideration given to CCNA, VMWare, Microsoft certifications
List of Typical Responsibilities For an Enterprise Technical Support Resume
1
Responsibilities For Enterprise Technical Support Specialist Resume
- As Required: Maintain/enhance skill levels according to future technology trends
- Enterprise Environment Experience
- Excellent knowledge of server
- Excellent knowledge of storage hardware
- Technical support experience in a TAC / NOC / Call Center environment 2
2
Responsibilities For Enterprise Technical Support Engineer Resume
- Technical support experience in a TAC / NOC / Call Center environment 2 years
- Technical support experience in a TAC / NOC / Call Center environment - 4 Years
- Technical support experience in a TAC / NOC / Call Center environment - 2 Years
- Assist the customer by diagnosing problems and providing resolutions for
- Assists in maintaining accurate customer database information for all relevant tools and systems
- 2) Enterprise Service & product performance monitoring
3
Responsibilities For Enterprise Technical Support Analyst Resume
- 3) Enterprise product configuration management and on boarding of new Enterprise services / products,
- Serve as front line contact for enterprise customers by answering telephone calls and emails
- Respond to questions and troubleshoot issues related to use of the Bluebeam software applications, including our plugins into other software applications
- Advise customers on software workflows and best practices, helping them achieve the desired end result with Bluebeam products
- Set up test environments to verify reported software bugs and log them into our bug tracking database
- Current Server Operating systems (such as Windows, Linux or UNIX)
- Knowledge of current Server Operating systems (Windows, Linux, Esx...)
4
Responsibilities For Manager, Enterprise Technical Support Resume
- Competent knowledge of Microsoft Operating Systems
- Be professional and have timely management of personal work load covering multiple problems
- Knowledge of Network protocols, RF, routers, Layer-2 switches, VPN, CWDM, HFC plant and system delivery, routing protocols/policies, WiFi & VoIP platforms
- Services, Managed Wi-Fi Services, Enterprise Trunking, Hosted Voice, and Enterprise TV Services
- Network troubleshooting in 24x7 Operations Center 2
- Monitor social media tools, trends and applications and appropriately apply that knowledge to increasing
- Strategize with and educate the management team and others across the company on incorporating rele
5
Responsibilities For Enterprise Technical Support Senior Analyst Resume
- Network troubleshooting in 24x7 Operations Center - 2 Years
- And Enterprise TV Services
- Provides support to customers via social media and community forums on Dell products
- Develop policies and procedures that cover incident coordination (escalations, notifications and resolutions) for complex technical issues
- Follows all company policies and procedures and comply with all performance and attendance standards
- Micromuse, Netcool, Remedy and Cacti
6
Responsibilities For Enterprise Technical Support Resolution Manager Resume
- Applies general systems level technical expertise to standard to moderately complex systems level customer issues
- Identifies and resolves technical, operational and organization problems
- Makes decisions guided by policies and the business plan that impact the level of service and the team’s performance objectives often amidst ambiguity or uncertainty
- Guides and influences others either internally in other areas or externally with customers or other external stakeholders
- Applies understanding of team dynamics and mediation skills to guide team members to build strong partnerships with one another and other groups that can be continually leveraged over time to accomplish goals
7
Responsibilities For Enterprise Technical Support Analyst Student Resume
- Ensures the continual collection of customer feedback by own team to consistently gather insights that contribute to their ability to provide value
- Recognizes individual strengths and development needs within own team and arranges specific assignments to address those needs
- Understands talent requirements within a team of professionals and proactively identifies talent internally and externally, working to create opportunities to recruit and leverage talent
- Management of the Production Service delivered by the application platforms
- Lead the management of problems (from the application platform team’s perspective)
- Management of the resolution of the issue raised as a result of problems
- Work closely with the Global Operations and / or IT Operations / ASG teams
- Leadership of the DevOps function of the application platform team
- Ownership of Continuous Delivery Pipelines
8
Responsibilities For Enterprise Technical Support Senior Manager Resume
- Ownership of deployment of application changes to upper SDLC environments
- Specification of the Acceptance Criteria to be met for entry into each of the upper SDLC environments
- Release Management for the application platforms
- Design and implementation of support utilities / scripts / tools
- Leadership of Continuous Improvement initiatives within the Operational aspects of the applications platforms
- Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at our customer sites. Identifies, documents and escalates customer issues
- Reviews training materials and procedural documentation as requested. Communicates effectively to internal and external customers as necessary through a variety of mediums
- Work in a high-pressure environment; Excellent Troubleshooting and Customer Service skills; Highly customer focused; Strong Interpersonal skills; Presentation skills
- Knowledge & Experience with the following technologies o Microsoft Operating Systems/Hyper V o Microsoft Applications (MSSQL, Exchange) o VMWare (vCenter, vSphere)
9
Responsibilities For Senior Analyst, Enterprise Technical Support Resume
- Acts as a recognized subject matter expert for a given product or set of products within a support team. Takes the lead for learning new functionality and/or features in releases with the responsibility of transferring this knowledge to the support team through solution creation, training development and delivery
- Has acquired strong deep dive troubleshooting techniques
- Participates as a collaborative, proactive member of the Support team and maintains high standards of excellence and a strong work ethic
- Gain and displays Strong Rapid Recovery knowledge
- Responsible for using the Quest Support reporting system to analyze data, gather facts and make recommendations to Support Management on required changes
- Subject Matter Experts specific to product supported, such as Storage, Operating Systems (Windows, Unix, VMWare), Databases (Oracle, SQL Server, DB2) and Cloud
- Provides technical assistance outside of 'their standard working hours' to their support team and/or the duty engineers (on-call support engineers), or managers to assist with Level 1 product issues
- Advanced knowledge of the Storage, Virtual, Databases, Cloud and Operating systems
10
Responsibilities For Enterprise Technical Support Tier Resume
- Exposure to Rapid Recovery and team practices for 2-5 years and above
- Anticipate customers problems and provide prompt response and service
- Guide engineers and their issues to resolution
- Manage virtual labs with the latest technology and VMware to provide a consistent lab experience globally that provides the speed and accuracy required by technical support teams
- Takes the lead for learning new functionality and/or features in releases with the responsibility of transferring this knowledge to the support team through solution creation, training development and delivery
- Communicates with R&D to assist in establishing the priority for customer issues requiring their assistance, as well as driving down the demand for support by eliminating the most common reasons why customers contact support
- Experience in Network Security domain
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