David D'Amico Email & Phone Number

Rochester, New York Area

Responsibilities:-Manage our customers' technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, SEO, Development and Support Management-Leverage and involve any or all resources as required according to the severity of the customer's issues-Assist in maintaining efficient and effective communication between our customers and the Product Specialists.-Ensure our compliance with Service Level Agreements as contractually documented for Enterprise Customers. These SLA's include, but are not limited to, customer status updates, issue escalation and the responsiveness of Product Specialists-Identify Customers technical needs and manage as required-Be contactable 24 x 7 for Enterprise Customers-Act as technical advisor to Customers where required-Be accountable and responsible for Customer Satisfaction-Responsible for all proactive communications regarding product and program information, supportability issues, and strategic product plans-Provide Enterprise Support Customers with monthly/quarterly Executive Summaries or Activity Report and host a conference call for the customer to discuss past or current support issues as required-Perform onsite Protection Analysis for the customer and make recommendations as to improvements for efficiency and supportability-Make onsite visits to Enterprise Customers periodically or as required-Record and document all issues related to Customers - Internal and External-Maintains a working knowledge of Intel Security's currently supported products and technologies, their integration and methods of support delivery, product support lifecycles, and product security risks and remediation-Builds and maintains relationships with other Intel Security groups such as Sales, Solution Services and Sales Engineering to facilitate customer business intelligence such as opportunities or areas for improvement

Rochester, New York Area

McAfee ePO administrator, VirusScan Enterprise, HIPS, Full Disk Encryption, Privileged Account Management, and Incidence Response. I'm responsible for all endpoint security products as well as building and maintaining servers for other security products. I'm also responsible for creating supporting documentation and assisting level 1, 2, and 3 support members with security related issues.

McAfee ePO administrator, VirusScan Enterprise, HIPS, Full Disk Encryption, Privileged Account Management, Incidence Response. I'm responsible for all endpoint security products as well as building and maintaining servers for other security products.Repackaged software for silent installs using SCCM or other deployment methods. Managed software implementations for small to large products. Built and maintained Windows images. Created scripts to automate installs, and other desktop related tasks.

Education record

Education record