Clyde Watson Email & Phone Number

Westford, Ma, Us

Seattle, Washington, Us

* Go-to support engineer for complex and management escalated cases.* Weekend Support Engineer with exceptional customer satisfaction survey ratings.* Hands-on support through WebEx / Zoom remote sessions with customers.* F5 Certified Administrator – BIG-IP. Trained in, and have exposure and understanding of: Local Traffic Manager (LTM), Application Security Manager (ASM), DDos Hybrid Defender (DHD), Traffic Management Operating System (TMOS), iRules, and iControl REST.* Resolved customer events regarding Security Response, CVE mitigation, and mitigation of active security attacks in collaboration with F5’s Security Engineers via IP Reputation, IP Geolocation, ASM policy settings, and iRules.* For ASM and DNS pod, managed assignment of cases per individual skill sets, did customer call backs, re-assignment of escalated cases.

Cape Canaveral, Florida, Us

(GN Netcom / Jabra Divested Hello Direct on 02/05/2013)* Provided product and technical support for Hello Direct products and other national brand telecommunication products carried by Hello Direct.* Provided support to Hello Direct's sales groups to provide their customers with an appropriate solution to their needs* Trained on existing and discontinued product lines carried by Hello Direct

Philadelphia, Pa, Us

* Asset management of Analysts (training, maintaining staffing levels, assessment, and progress reviews of staff).* Generated daily, weekly, and monthly ticket reports for trending and quality assessment of customer and network-related issues.* Participated in manager-on-call rotation.* Worked closely with Engineering and customers – business and residential – to coordinate flow of information and minimize customer impact during outages and weather induced events.

Burlington, Ma, Us

* Provided technical support and training to Tier I and Tier II repair technicians for voice and data services.* Reviewed ticket escalations to Data and Voice Engineering.* Managed first level customer escalations to Repair Department Management.

Burlington, Ma, Us

(Company name formerly Lightship Telecom)* Rebuilt and doubled the size of legacy Lightship Telecom’s repair department.* Updated processes that enabled better communications between departments including: Repair Department and Data and Voice Engineering, Provisioning, Customer Service, and Field Services.

Cape Canaveral, Florida, Us

* Provided product and technical support for Hello Direct, GN Netcom, Jabra, Polycom, and other OEM products carried by Hello Direct to current and past customer base and Hello Direct’s Sales Groups.

Ca

* Provided technical and management support for second and third shift operations of Nortel's Enterprise Management Services, Network Operations Center (NOC).* Participated in defining and reviewing NOC operational processes for ISO 9001 certification.

Ca

* Second level evaluation of technical issues before escalation to Nortel Networks’ Global Technical Solutions.* Provided weekly training sessions to Network Operations Analysts.

Ca

* Provided a single point of contact to three premium status customers for all Nortel Network product support issues.* Interfaced with Nortel Networks’ engineering staff to resolve customer issues.* Consultation and implementation of Nortel Networks products into customer’s existing network.

Us

Desktop Network Interface (DNI) Group3rd level troubleshooting of escalated problems from Technical Support DepartmentManaged DNI Product Beta Program ParticipantsTrained Cabletron Field Support Engineers on DNI product linePerformed benchmark testing of several DNI products

Bachelor Of Science - Bs, Computer Engineering

Associate In Engineering, Computer Engineering Technology