Provide technical assistance and system troubleshooting as required for internal and external customers.

Provide technical assistance to customers for LookingGlass network security products. Expose and debug hardware, software, configuration, and documentation issues with deep packet processing equipment and network security applications. Create and execute test and problem duplication programs using Packet C. Duplicate customer issues, and deficiencies. Escalate and/or recommend changes and feature upgrades to Engineering Department. Create technical documentation and instructions. Coordinate equipment RMAs between customer and LookingGlass manufacturing. Create and institute new customer onboarding/offboarding process. • Linux, Windows• DNS, TCP/IP and related protocols• EXSi hypervisor• Salesforce CRM

Provide technical assistance to customers for Cloudshield network security products. Expose and debug hardware, software, configuration, and documentation issues with deep packet processing equipment and network security applications. Create and execute test and problem duplication programs using Packet C. Duplicate customer issues, and deficiencies. Escalate and/or recommend changes and feature upgrades to Engineering Department. Create technical documentation and instructions. Coordinate equipment RMAs between customer and Cloudshield manufacturing.• Linux, Windows• DNS, TCP/IP and related protocols• EXSi hypervisor• Salesforce CRM

Provided all aspects of biometric hardware and software technical support, served as a biometrics subject matter expert.• Created and implemented Customer Service Department for emerging start up (SecuriMetrics), resulting in 98% reduction of the Engineering support burden. Included initialization of technical support processes and procedures, CRM and helpdesk administration. • Identified root cause of an intermittent software bug, then coordinated a cross functional team that developed a patch preventing workflow stoppages, resulting in 70% performance increase.• Improved product repairs and reduced product returns 12% by creating a custom repair system that tracked, identified and prioritized failure trends (SecuriMetrics).• Created, reviewed, and refined technical documentation, reducing customer calls by 4%.• Improved initial customer ramp-up time and reduced Level 1 service calls approximately 50%, by implementing and providing both US and international “Train the Trainer” product training.• Coordinated Sales and Field Service with cross function departments, improving sales process flow and increasing customer satisfaction.• Coordinated support and sales service integration into 2 diverse database systems, during 2 separate company acquisitions.

Worked solo and with interdepartmental teams providing all aspects of WAN/LAN data communication hardware and software technical support and served as data communications subject matter expert.• Achieved Presidents Club for Technical Sales excellence.• Received “Way to Bee” Employee of the Quarter award, 2x, for outstanding performance.• Provided on-site software and hardware troubleshooting, increasing turnaround of root causes and solution implementation by 5%.• Created and implemented minor software patches (C, C++, shell scripts), fixing configuration issues, bugs and irregularities, buying Engineering extra time to provide an “elegant” patch.• Conducted technical product training, accelerating the learning curve for new products at customer sites by Created test procedures and test scripts and for 5 new products.• Authored numerous technical documents (e.g. white papers, Technical Notes, Bulletins and Advisories), promoting customer confidence and increasing company mind share.• Ensured customers could be independent by authoring customer-oriented technical manuals for hardware and software products.• Acquired and studied Bellcore, EIA-TIA and ITU-T technical specifications, becoming the company resource for data and voice packet communications.

Researched market trends and recommended new and unique WAN/LAN data communications products supporting the strategic and tactical company roadmaps.• Received “Way to Bee” Employee of the Quarter for performance.• Saved $1.5M+ future revenue stream, by solving a major, intermittent bug issue on site for a premier cell phone provider.• Delivered troubleshooting and technical training to Tech Support personnel, reducing issue resolution time by 10%.• Introduced and successfully managed 3 new hardware products with supporting software.• Published technical articles for trade association magazines, improving customer mind share.• Determined engineering schedules, product life-cycle, product pricing, marketing and sales promotions, and initial strategic customer interaction, providing clear and concise product roadmaps, milestones and return on Investment for new and enhanced products.• Coordinated absorption of newly acquired companies, aligning acquired products with SBE product families.

Directed the activities of the Technical Services Department for a premier WAN/LAN data communications manufacturer. • Increased Technical Support productivity by 23% by implemented SBE’s first help desk program.• Created a forward looking annual budget resulting increasing departmental efficiencies.• Reducing support ambiguities by negotiating service and technical contract as well as custom software development contracts.• Coordinated pre and post-sales support and training by interacting with customer’s senior level management. • Trained and mentored internal and external department personnel

Technical decision maker for WAN/LAN data communications products. • Reduced time to market for modified products and improved customer relations by providing gap analysis between current product and customer requirements. • Reduced repair costs by solving a wide variety of issues an site at customer locations worldwide. • Improved issue turnaround time and reduced level one support calls by providing technical training for customers as well as company personnel• Improved product sales by investigating and preparing reports detailing market trends and competitive information related to company strategy and goals.

Key support provider and technical resource for WAN/LAN data commiunications and CPU products. • Single Point of Contact for SBE products and solutions• Decreased product issue turnaround time by prioritizing projects and coordinating cross-departmental problem solving teams. • Increased customer satisfaction by troubleshooting software and hardware product issues at SBE or at the customer site to discover root causes and implement solutions. • Increased customer uptime by patching low level software code (68000 assembly, C, C++, shell scripts) to fix bugs and irregularities.

Manufacturing liason and Sustaining Engineering Department Manager for a WAN/LAN/CPU manufacturer.• Improved error turnaround time by15% by implemented SBE’s first visual failure trend reports. • Helped SBE pass ISO 9000 on the first attempt by drafting all ISO 9000 documents relating to Product Engineering.• Improved Design for Manufacturing (DFM) paradigm and reduced manufacturing defects by directing the Engineering/Manufacturing interface team. • Reduced manufacturing startup time by supervising hardware product release team. • Improved manufacturing processes by coordinated supplier corrective action. • Improved customer relations by directing responses to customer corrective action requests.

Hardware/Firmware test and repair department manager for a WAN/LAN/CPU manufacturer as well as installing, supporting, and repairing UHF/VHF/Marine band RF data communications products. • Created and implemented SBE’s first computerized repair billing and invoicing system and tied it to the existing CRM• Designed and directed construction of SBE’s first automated environmental test chamber. • Initiated SBE's first failure trend tracking reports for Knowledge Base and design improvements. • Created and maintained all test procedures • Conceived and directed design and construction of SBE’s first live Functional Test report concentrator.• Reduced product repair cycle by training repair and QA test technicians• Improved manufacturing schedules by coordinating functional test schedules with cross function departments.

Shipboard electronic maintenance and repair, troubleshooting to component level. Air and Surface Search Radar, UHF, HF Radios, Navigation Equipment, Crypto.