Donald Tibbetts Email & Phone Number

Wherever Man

London, United Kingdom

OpenDNS bought by Cisco

London, United Kingdom

BAM!

Oxford, United Kingdom

Promotion to a small 3rd line escalation support. Maintaining many of the responsibilities from the 2nd line role, with additional challenges. These are primarily working escalated cases to identify new bugs, and replicating/documenting this, before communicating this information to product development teams around the globe. Then continuing to work towards a resolution acting as a ‘filtering conduit’ between the customer and development to ensure the best possible outcome. Issues are often critical, so establishing viable workarounds is also important. Few configuration issues make it this far so majority troubleshooting is performed in the shell and workarounds written to the configuration manually, which is something I’ve become so comfortable with it’s impossible to imagine life without.

Providing worldwide start-to-finish support for UNIX and appliance based products over the phone, email and via remote access.Troubleshooting and managing critical issues from the smallest to the largest customers.Assisting partners and Sales Engineering with new business evaluation and customer renewals.Creating knowledgebase articles, providing mentoring to other team members.Working within tight SLAs.Managing inbound queues and UNIX team workload.Liasing with Sales/Management to resolve high priority cases.Construction and maintainence of Sophos UK Support department test network.Working with hardware manufacturers/Sophos logistics to swiftly replace faulty appliances.Tactfully pointing out areas of miss-configuration, deployment errors and educating end users, whilst ensuring customer satisfaction.

Windows/Mac)Main focus on email based supportManaging a high number of casesPresenting training to UK Support and Sales Engineering on new productsMain point of contact for Mac OS queriesCoordinating efforts with support offices in other subsidiaries to ensure supportcoverage

Providing high-quality technical support to customers over the phone and via emailIdentifying and troubleshooting issues with Sophos products and customer networksStriving to achieve departmental/company targetsWorking with customers and colleagues to resolve issues

Isle Of Wight

Marine and land based projects, both working on customer sites and in production facilities.Building yachts and other projects such as shop and museum outfitting with architectural composite structures.