Trusted advisor dedicated to Mission Critical enterprise account providing expertise in the areas of secure network architecture, product integration, capacity planning, and systems engineering. Responsible for all technical support engagements for assigned Mission Critical accounts. Driving customer issues to resolution through subject matter expertise and partnerships with Sales/SEs, Support Delivery, Professional Services, Engineering and Critical Situations program. Assumed… Show more Trusted advisor dedicated to Mission Critical enterprise account providing expertise in the areas of secure network architecture, product integration, capacity planning, and systems engineering. Responsible for all technical support engagements for assigned Mission Critical accounts. Driving customer issues to resolution through subject matter expertise and partnerships with Sales/SEs, Support Delivery, Professional Services, Engineering and Critical Situations program. Assumed leadership role in delivering case status updates, and reporting on organization wide trends to Forcepoint management, account teams and customers. Strong customer advocate responsible for crafting critical escalation and resolution plans. Conducted onsite audits and architectural reviews. Show less

Contributed as a member of the Data Loss Prevention support team providing Tier 3 support. Delivered onsite hands-on support for State, local government and education deployments. Worked closely with Sales Engineers ensuring deployments executed inline with best practices. Highly technical position. Trusted advisor to many accounts.

Delivered frontline customer-facing support for Websense Email, Web Filtering and Web Security Gateway products lines. Continued cross-training in Port Authority | Content Protection Suite, which later was relaunched as Websense Data Security Suite (flagship DLP product). Position evolved into dedicated DLP support role providing advanced troubleshooting of Windows Active Directory, Exchange, and Linux. Passed the Cisco CCNA, and Redhat Certified System Administrator certifications.

Responsible for support of SurfControl Email Security, and participated in knowledge/tech transfer for launch of Websense Email Security product at Websense. Worked extensively with large enterprise email infrastructures in Microsoft-centric environment. Experience with advanced troubleshooting of SMTP in Active Directory, Exchange and Lotus Domino server environments. Cross-trained in Web Security.