Daniel Waters Email & Phone Number

Responsible for the security for 50,000+ end points. Ranging from AV, Device Control, Encryption and Microsoft Patching.

Providing 2nd Line technical support to corporate customers on ePolicy Orchestrator and Protection Pilot software both verbally and electronicallyLiaise with Tier III and development in order to resolve cases more efficientlyProvide positive customer service promoting McAfee’s reputation in total customer satisfaction maximizing customer retentionMaintaining SLA by achieving targets set for Average Resolution Time and Customer Update ComplianceCoach and mentor new starters to the companyTrain Tier I and II on new product releasesPresenting to other departmental Managers educating them about the Tier II teamWriting Technical articles to improve our Knowledge base

Provide quality technical support to Corporate Customers both verbally and electronically on up to 30 different McAfee products Replicate and troubleshoot problems on an internal testing networkMaintaining all SLA’s by achieving targets set for Customer Satisfaction, Average Speed of Answer and Customer Update ComplianceAwareness of best practices for case management / customer interactionManage the distribution of electronic Managed Services cases and Service Portal CasesManagement of high priority customers Assist management with queue monitoring using Avaya CMS SupervisorTrain new starters on McAfee products, as well as internal processes and procedures

Providing 1st and 2nd level support on all calls received into the Routeco HelpdeskSupport the network infrastructure ensure availability 24/7 across the WANOrdering and configuring new PC’s to the network including loading all software for relevant usersSupporting users on our in-house Strategix system which required knowledge of Unix commandsProducing detailed end of day sales analysis reports for senior managers and directorsInstalled software, Printers, Laptops, Scanners and Windows NetworkingDiagnosing and repairing faulty hardware, which often involved ordering and replacing componentsMaintaining and supporting our EDI system and monitoring traffic to ensure full functionalityAssisting with the configuration and implementation of our network system and all hardware during the move of head office

IT Administrator