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 on time.•Analyze trade-offs and define prioritization to deliver maximum value to end-users while adhering to project timelines and resource constraints.•Champion a customer-centric approach, conducting research, analyzing user feedback, analytics, and staying on top of industry trends to drive product innovation.•Creates a culture of continuous improvement within the development team, encouraging feedback, knowledge sharing, and learning opportunities.

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• Reduced the number of escalations by providing training sessions on how to troubleshoot top escalation drivers. • Identified critical components in cloud software suite and worked with cloud ops to implement monitoring and alerting• Collaborated with senior management on a regular basis, contributing to product development and delivery • Responsible for translating technical concepts to management, leadership and customers. • Provided feedback to development and quality assurance on test cases and environments used to find and reproduce customer issues. • Worked with development management to ensure customer issues and resolutions were prioritized and handled within established SLAs. • Provided leadership on all phases of the development support process for all releases that address customer issues. • Representative in weekly maintenance/service release meetings• Coordinate communications, meetings, and troubleshooting calls between customers and development

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.● Researched latest technology trends to implement virtualization software, hardware, and design of new support lab.● Participated as Support Stakeholder during Development planning (Agile) for new Web Hybrid/SaaS Product Launch● Acted as liaison between customer and Product Management to help identify and develop customer use cases.● Designed business reports and dashboards to track and present quality metrics to business stakeholders.● Created and monitored a flexible training program for new team members and identify training and team building opportunities for current team.● Remedied escalated client and sales issues, quickly solving challenging problems.● Conducted performance reviews for team of 17 security professionals, created and monitored MBOs, and held one-on-one meetings with team.

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.● Provided training for new hires, product releases, and feature-specific deep-dive sessions.

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.