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 environments, understanding and championing their needs within Sophos and providing guidance to them on their Sophos solutions.Duties and Responsibilities• 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• Proactively produce support communications for customers on recent virus alerts, product releases and new information• Ensure customers are represented within Sophos with regards to product management, development and Sophos Labs• Adhere and maintain Sophos Support Services best practices• Work closely with sales account managers to target possible new customers• Assist sales with customer site visits to discuss support open incidents and Sophos Support Services• Provide on-site (emergency) technical assistance in critical situations• Partner closely with peers locally and across the globe, building co-operation and co-ordination of teams and functions to ensure a customer-focussed view is taken at all times.• Monitor and ensure SLA targets are being met

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 for Exchange v2.3 – 3.11 • 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