Andrew Devine Email & Phone Number

Taunton, Gb

United Kingdom

The Mission Critical Technical Support Engineer (MCTSE) role is the primary technical point of contact for designated Premier Plus customers, tasked with providing well-thought out and reliable direction, both in technical and non-technical terms, to help designated customers integrate and maintain their Okta deployment. Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Meet or exceed customer expectations on response quality, timeliness and overall customer experience. Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers. Collect information and document bugs with Engineering for product issues that are impacting customers. Know the technical architecture and specifics of assigned customers’ Okta setup, and be ready to troubleshoot issues. Build and maintain strong relationships with technical contacts at assigned customers. Provide feedback to the training and documentation so that common or emerging issues can be addressed before they become serious or widespread. Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers. Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.

Remote

Providing Global deployment and implementation advise to Strategic and Core customers using Symantec IGA (Formerly CA Identity Manager). I am also KCS Certified and responsible as an advocate, coach and mentor, implementing, developing and refining Knowledge as a source of issue deflection throughout the enterprise.

Datchet, England, United Kingdom

In this post, I was responsible for providing technical support to FTSE 100\ NYSE customers using CA DLP and CA Identity Manager solutions.During this time I was responsible for the implementation of projects including, KCS (Knowledge Centered Support) and Customer Care (Net Promoter Scores) and proactive support.

Datchet, England, United Kingdom

In this post, I was responsible for providing technical support to FTSE 100\ NYSE customers using CA DLP solutions.

In this position I was responsible for managing the Orchestria DLP Service Desk. Key tasks included;Managing an international support team, ensuring the smooth implementation of 24x7 support to a world wide client base, to agreed standards.Escalation management, ensuring that the highest priority issue were investigated, assessed and resolved within agreed timescales, liasing with product specialists and development engineers to provide the quickest route to resolution.Additionally to work in a second level support capacity with Orchestria clients, members of the Orchestria team and suppliers to ensure the successufl delivery, maintenance and support of Orchestria enterprise solutions.

Taunton, United Kingdom

In this position I was responsible for managing the day to day running of the ICT Department. Key tasks included, managing the IT support team, the preparation and delivery of departmental budgets, ICT system architecture design, implementation and maintenance.

Taunton, United Kingdom

In this position I was responsible for the day to day running of the ICT Systems. Key tasks included, managing the IT support team, ICT system architecture design, implementation and maintenance, ICT Procurment and end-user support.

Cache Level 2 Certificate, Counselling Skills

Understanding Children And Young Peoples Mental Health, Cache Level 2 Certificate

Data Protection And Data Security, Cache Level 2 Certificate

Master'S Degree, Computer And Information Sciences And Support Services

Politics, A Level

History, A Level

Information Technology, City And Guilds 726

Cse

Activities and Societies: Certificate of Secondary Education in English, Maths, Physics, Chemistry, French

O Level

Activities and Societies: O Level - Computer Studies, Art, Technical Drawaing.