David Ducharme Email & Phone Number

San Jose, Ca, Us

• Managed a diversified VIP client portfolio exceeding $3 million.• Oversaw client management from onboarding through onboarding and adoption phases.• Conducted regular cross functional collaboration meetings with engineers, sales teams, and C-suite executives.• Built and maintained strong customer relationships, advocating for their needs and ensuring satisfaction.• Resolved customer issues through PSE engagements, ensuring cybersecurity needs were met, and • collaborated with sales to demonstrate solutions. Developed strategies to ensure ongoing client success.• Led and presented strategic planning meetings to customers, promoting Forescout’s value and ensuring KPIs, use cases, • projects, and support goals were achieved.• Successfully turned around dissatisfied clients, implementing improvements to ensure retention

Kansas City, Mo, Us

• Established strong relationships with customers; advocated for their needs and ensured satisfaction. • Managed a client portfolio of over $3,000,000+.• Nominated for and recognized as a Rising Star at Cyderes.• Facilitated resolution of customer issues with technical support; monitored project activities to ensure client’s Cyber Security needs were met; partnered with sales to demonstrate solutions; developed strategies with customer to ensure continued success day to day. • Ran and presented weekly meetings to customers promoting Cyderes' value as well as ensuring KPIs, critical success factors, work, projects, support, and recommendations were made and met.• Turned around six “Red” / Dissatisfied clients, implementing improvements, and ensuring retention.• On going searches, maintenance, and research in SIEM platforms Splunk and Chronicle.• Analyzed client security posture using MITRE ATT&CK (Attack) and Defense framework and identified gap coverage needs.

Portsmouth, Nh, Us

• Head of IT operations and primary contact for client networks.• Configured routers, VLANs, WiFi, and other IT related issues.• Supervised day-to-day front-end operations of a busy customer service department.• Directed technicians for implementation of IoT, networking, and cyber security systems.• Managed all aspects of client computer networks including designed implementation and ongoing maintenance/upgrades.• Collaborated with Sales and Management to steer larger projects and create SLA.• Worked directly with vendors including Crestron, D-Tools, SONOS, Luma, OvRC, Araknis, Domotz

● Annual Sales of $500,000, with consistent sales growth year over year● Oversaw all functions of operation including procurement, research, pricing, backend listing, photography, customer service questions, shipping, returns, etc.● Directed employees and workflow to minimize operating costs and increase efficiency.● Utilized online selling platforms such as eBay, Amazon, NewEgg, Charish, Etsy, Shopify

● Project Manager of physical to virtual server migrations, meeting their Business Requirements, Information Security, while maintaining regulations, security monitoring● Responsible for SLA practices, as well as responsible for working with clients on SLA renewals● Led meetings with team and clients to ensure steps and documentation, and process flow was followed. ● Managed and directed contractors and vendors that supplied cyber security and storage hardware and software for data center architecture network devices. Maintained certification● Led business development, Directed and Communicated with both engineering, technical and non-technical customers including C level decision makers for outages and major upgrades

Milford, Ma, Us

● Resolved client server and network issues remotely on help desk support, over 1700 tickets annually● Escalated only 4% of tickets to another engineer because of time constraints under SLA● Assisted with transition and educating new company engineers on clients and services etc.

Us

● Led team of 14 engineers, handling on site, managed services provider, as well as Cloud operations● Handled verticals include Medical Physician Groups, Financial Institutions, Construction Companies.● Project Manager of IT team including network upgrades for hundreds of clients (thousands of seats)● Presented at company sponsored compliance workshops on HIPAA CMR17 MA201 data privacy laws.● Implemented CRM network monitoring software and integrated system with ticketing and finance system● Assisted in data center design for new cloud business. Managed over fifty migrations for clients converting from physical environments to virtual cloud machines, ensuring performance and cyber security.● Performed Project Manager role for customers including risk and ROI analysis for migrating to cloud environments, meeting deadlines, SLAs and budgets● Migrated customers to a Unified Communication: VoIP, data warehouse, SaaS programs, and group messaging.

• Opened a Middle East office in Kuwait for custom electronic design and installation.• Specializing in High end Office and Residential (Villas).

● Designed and installed whole house smart home technology, structured wiring, including the control of lights, audio distribution, alarm, security, video systems, and Home Theaters● Installed and supported business IP telephone systems, Wireless systems, remote access and more.● Responsible for all entrepreneurial tasks such as Client Correspondence, Invoicing, proposal generation, invoicing, training, supervising, marketing, R&D, operations, and finance● Operated a successful business in the United States and Kuwait

Us

• Responsible for Information Technology Engineering Department P & L, customer and vendor SLA contracts and agreements, overall IT Architecture needs and assessment • Developed bonus plan for billable time that protected service quality • Managed team of 12-15 IT engineers and PM's as well as 3rd party vendors for large projects • Increased billable percentages by over 28% while maintaining happy customers • Migrated thousands of end users over to managed services platform • Partnered with offshore managed service company to provide 24X7 services to NENG customers Responsible for client on site assessments, developing technology plans, SLA’s and architecture of Information Technology network infrastructure changes • Created project plans and managed migrations of servers, desktops, software, etc. • System troubleshooting at both network and end user levels • Ongoing Maintenance of client systems, while maintaining Lifecycle concerns • Implemented remote support procedures to cut down on travel time for engineers and realize cost savings for engineering department • Launched first speech driven telephony system ( SANDI) to NENG clients, trained engineers on installation and support

Us

• Ensured production flow of manufacturing line for final assembly, testing, packing and shipping • Improved production by continuous improvement in tool labeling and work procedures • Created warehouse, assembly and shipping workflow layout when facility moved to a hundred thousand square foot facility • Recommended all process flow, floor layout, racking tools and transport for new facility

Us

CO-OP• Worked on testing and interfaces for line workers and software engineers.• Created procedures to assist in testing of new PBX ATM Telco boards.• ISO 9000, 9001 compliance and documentation.

Bs, Electrical Computer And Systems Engineering

Ms, Manufacturing Engineering (Process Systems)

Hs