David Devine Email & Phone Number

Ottawa, Ontario, Canada

•Pre-sales - assist in qualifying sales leads from a technical standpoint.•Sales calls - be the main technical resource on sales calls and answer/ educate partners on issues ranging from features, specifications and functionality to integration•Channel Strategy – Work with Channel Account Manager to build out channel strategies•Channel Enablement – Assist Partners with building out new services and MSSP practices•Provide sales and technical training for new and existing Partners•Remotely assist new Partner engineers with customer evaluations and product testing•Deliver regular virtual sessions geared toward partner recruitment and continuing education•Post-sales - be the lead technical contact for identified accounts for technical issues and will work closely with the technical support team and engineering to answer, elevate and resolve customer's technical issues.

Ottawa, Ontario, Canada

• Manage a top-performing team of seven engineers responsible for solving complex technical issues for enterprise clients. Supporting 35 clients representing a multi-million-dollar revenue. • Manage team operation and client relations, solving an average of 45 tickets/day. Respond to Vulnerability and Risk Assessment. Incident response.• Work with Executive management and coordinate with R&D teams to resolve issues requiring complex technical solutions.• Evaluate employee performance and calculate metrics.• Manage phone queue and lead major incident investigations.• Facilitate debrief meetings and manage projects.• Hire, supervise, train, and motivate engineers. • Create RCA documents and verify data accuracy.• Perform onsite customer visits and manage escalations.

Ottawa, Canada Area

• Supported/managed a profile of Check Point Diamond level accounts with troubleshooting, planning, implementation of equipment/software and upgrades. Replicated/debugged customer’s environments.• Took incoming calls and assisted with critical network issues. • Managed a queue of cases and completed ongoing investigations. • Staged upgrades. Audited network environments for security issues and recommended best practices.• Created SOP and upgrade documents. Mentored junior engineers.• Wrote public knowledge articles. Performed pager duty.

Ottawa, Ontario, Canada

•Provide effective solutions to end-user problems to ensure satisfaction.•Troubleshoot and resolve hardware, software, and network issues related to Check Point.•Respond to customer queries via phone or web in a timely manner, following standards.•Focus on meeting customer needs and ensuring end-user satisfaction.

Ottawa, Ontario, Canada

• Maintained network devices and troubleshot printer issues. • Managed and tracked hardware distribution. Created SOP documents. • Reconciled technical needs for desktop clients. • Deployed/recycled desktops/laptops and managed user data.