David Harte Email & Phone Number

Burlington MA

• As a Technical Support Account Manager, I am the primary escalation point for all technical matters relating to a defined set of enhanced support customers. I will be a trusted advisor to my end users, learning their.
• Provide relationship and account management as a point of escalation
• Research incidents by replicating customer’s issues within my test environment
• Escalate incidents and collaborate with other departments within Sophos
• Document and record all activity and communication with customers over telephone and email within support database
• Create and help maintain customer documentation

Burlington, MA

• Provide support to our Premium, Platinum and standard customers by phone and/or emails.
• Supported a wide range of Sophos products: - Sophos Enterprise Console v2 – v5.21 - Sophos Mobile Control v2 – v3.5 - Safeguard Management Center v5.50 – v6.00.1 - Safeguard Policy Editor v5.60 – v6.00.1 - Puremessage.
• Provide remote sessions to take control of customer’s servers/endpoints to resolve issues.
• Management and implementation of our client/server software across customer’s network.
• Record all activity in the department’s call logging system,
• Analyze and clarify customer queries though troubleshooting and research