Eric Willoughby Email & Phone Number

Austin, Texas, US

Ensuring that people, product and process all work to provide a positive customer experience from onboarding to renewal.

Ensuring that the Threat Operations Team had all necessary tooling and technology required to perform tasks efficiently and effectively. Creating business cases and pushing them through the capital planning process. Fulfilling the product owner role in a SAFe development environment for projects relevant to the Threat Operations team.

Managing internal and external stakeholders on our growing Federal and internal MSSP solutions. The product as well as the procedures and processes used by our service teams continued to grow and change. One of my chief accomplishments here is having helped guide the team through a changing business structure and adjusting to new metrics and goals.

Maintaining and improving on existing processes, to drive quick and effective delivery of technical support on our growing SaaS solution, USM Anywhere. Heavily focused on driving the proper application of escalation resources to both drive value for our customers, and to raise the level of technical competence across the department.

Ensured that people, processes and product worked as necessary to meet business objectives in the technical support team. Managed relationships with large customers that required extra attention to resolve ongoing technical issues, often requiring multiple departments to coordinate efforts.

Resolved customer issues which prevented their USM Appliance from working as expected and outlined by AlienVault. Ensured that customer needs and interests were represented internally to our development team and account management team while facilitating efficient coordination with third party partners.

Campbell, CA, US

Responsible for the success, training and advancement of a team of Support Engineers across multiple products. In addition, responsible for handling escalations due to technical complexity or customer dissatisfaction from my team and others across the company.

Campbell, CA, US

Resolved customer issues while focusing on a first call resolution objective, while supporting multiple products across the Barracuda Networks product line.

Ann Arbor, MI, US

Responsible for assisting the instructor during lab exercises, ensuring that students understood and properly followed steps. In addition ensured that all lab exercises across several different courses in the Computer System Technology program worked as expected while providing feedback for improvements.

Bachelor Of Science (Bs), Information Technology Management

Associate Of Science (A.S.), Computer Networking