Darin Shock Email & Phone Number

• Engages with cloud solution architects and scrum teams to design and implement observable, reliable, and cost-optimized cloud services to ensure the long-term sustainability, success, and financial efficiency.
• Subject matter expert for Product team helping drive platform service adoption with internal teams, ensuring smooth integration and use of Platform Cloud services & APIs.
• Collaborates with cross-functional teams to define product requirements, ensuring alignment with cloud infrastructure capabilities and best practices.
• Translates product vision, goals, and requirements to development teams, facilitating clear understanding and efficient execution of tasks.
• Manages and maintain the product backlog, ensuring alignment with business objectives and customer needs.
• Plays a pivotal role in Agile software development processes, actively participating and owning sprint planning, refinement, and retrospective meetings to drive iterative improvements and deliver high-quality products.

Minneapolis, Minnesota

• Primary point of contact for cloud stability issues and escalations into development from support, professional services, and cloud ops
• Created escalation management process, protocols, dashboards and runbooks
• Acted as product owner for cloud site reliability (SRE) and maintenance teams
• Provided Tier 4 technical triage for incoming escalations into the development team
• Analyzed escalation trends, established metrics and produced strategic recommendations to proactively address product issues
• Collaborated with development and product management to prioritize critical defects and features

Greater Minneapolis-St. Paul Area

• Managed the North American Web Protection/Security (on premise and cloud), SIEM, and reporting enterprise support team with the highest Net Promoter Score (NPS) in the company.
• Directed the product specialist team in the delivery of outstanding technical support to major enterprise clients in the healthcare, corporate, and government business sectors.
• Identified opportunities for process optimization, process redesign, and development of new process/policies.
• Reviewed and analyzed business data to identify trends and implement innovative solutions to improve performance of the team and help customers get the most out of their security investment.
• Collaborated with other business stakeholders - Product Management, Development, and User Interface (UX) teams - to resolve issues, communicate areas of product improvements and be the voice of support and customer.
• Created MRD (Market Requirements Documents) outlining detailed product specifications to present to Product Management and Product Development in order to drive customer support features and user-stories.

Greater Minneapolis-St. Paul Area

• Technical lead engineer for McAfee Web Gateway, SaaS, web hybrid, McAfee Client Proxy, and reporting products.
• Identify and solve complex problems to help prevent security threats in large enterprise customers in the healthcare, government, and corporate sectors.
• Established highly regarded customer facing best practice series for web protection products.
• Partnered with the Sales organization to help support prospective customers during pre-sales and post-sales deployments.
• Created content and presented multiple webinar sessions with enterprise customers to demo product features and best practices.
• Assisted in development of training program and on-boarding for new-hire employees.

Greater Minneapolis-St. Paul Area

• Identify product-specific bugs and escalate necessary debug data to development team.
• Acted as a mentor to lower support tiers and provided guidance on cases.
• Worked with customers to resolve highly critical/time sensitive cases.
• Created documentation and best practice documentation for related Web products.