David Chilcote Email & Phone Number

American Fork, Ut, Us

New York, Ny, Us

• Lead pre-sales technical scoping and requirements calls with clients, evaluating the suitability of our dataset products via Snowflake, Databricks, and cloud storage. Demonstrate product value through tailored presentations and oversee seamless onboarding for trials and evaluations.• Enable customers to derive valuable insights programmatically from our data by providing bespoke Python and SQL solutions, streamlining data engineering and analytics to support informed decision-making with massive datasets.• Promote scalability and sustainability in product and solution development, integrating scalable solutions and sustainable methodologies within workflows to support long-term growth and operational resilience.• Champion strategic initiatives aligned with organizational growth, collaborating with leadership to execute decisions that support product strategies and process improvements, enhancing market positioning.• Build and maintain strong customer relationships by understanding their implementation strategies and use cases. Collaborate closely with the customer success team to effectively address and resolve pain points.• Mentor and lead team members on product functionalities, customer needs, and troubleshooting methods, fostering professional growth and ensuring exceptional client experiences throughout the customer lifecycle.• Serve as the subject matter expert in Python, SQL, CLI, and APIs, optimizing internal processes and enhancing customer interactions to drive efficiency and innovation.• Manage support systems implementation and maintenance, including the ticketing system, knowledge base, and technical onboarding materials, ensuring a robust and efficient support infrastructure.• Evaluate complex product issues using advanced methodologies, reducing time spent by development and engineering teams and deflecting simple tasks and questions from their workload.

New York, Ny, Us

• Write custom Python scripts to perform tasks and complete projects more efficiently. e.g. performing many API calls quickly, file and data manipulation, and querying Elasticsearch/Kibana for large sets of results.• Lead and participate in cross-functional meetings to discuss and prioritize product defects/issues affecting customers.• Solve critical and high-priority customer issues via Zendesk ticketing system, Slack, or Zoom/WebEx.• Troubleshoot and reproduce complex issues using test environments and tools such as Postman and browser dev tools, and examine codebase for clues on root cause.• Investigate and troubleshoot problems within Kubernetes in our public cloud and customer private clouds in GCP and AWS.• Create and review product defect reports to provide to product and engineering teams.• Connect with teammates to brainstorm workarounds and solutions to assist each other and reduce gaps in knowledge.

Sunnyvale, California, Us

• Assisted customers in maintaining and receiving the best protection from their email security servers by recommending configuration and policy changes to align with best practices.• Troubleshoot and recommend fixes for network issues within the Session, Presentation, and Application layers, including for SMTP with STARTTLS, DNS records, and TLS protocols and ciphers.• Assist with maintaining the underlying CentOS operating system by using CLI commands, Perl and BASH scripts.• Document procedures for use by internal colleagues and customers to create clarity and swift resolutions of issues.• Provide assistance to the NOC team in troubleshooting and resolving impacts to mail flow in Proofpoint hosted environments.

Aliso Viejo, Ca, Us

• Provided thorough support for PAM offerings, including password and session management, and Defender RADIUS.• Investigated all levels of the customer’s environment, including network, authentication, authorization, application, system, client and server, and possible user error.• Anticipated customer needs and future issues and responded proactively by authoring knowledge base articles.• Collaborated with Sales, Professional Services, Engineering to provide the best customer service and solutions.• Provided exceptional support to Fortune 500 companies and government agencies over the phone, WebEx, or email.• Built out and broke lab environments to successfully reproduce customer issues and learn about the supported products.• Provided Engineering with full environmental details, log data, and steps of reproduction for defects while managingcustomer expectations of hotfixes and finding possible workarounds.

Eden Prairie , Mn, Us

• Managed creation, maintenance, and termination of accounts in Active Directory, Exchange, AS/400, Oracle databases, and others.• Monitored SolarWinds for server and service issues and alerts. Sending out First Response messages for system outages or other issues so there is a prompt response.• Handled escalated tickets and issues by researching and working with infrastructure, networking, and security teams.• Counteracted budget constraints on new computer hardware for staff by defragmenting hard drives and increasing pagefilesize. Employees were happy for the moderate performance increase.

Washington, D.C., Us

El Segundo, Ca, Us

Bachelor Of Science - Bs, Software Development

Coursework, Mathematics And Statistics