Ed Isaacs Email & Phone Number

Abingdon, Oxfordshire, Gb

Abingdon, Oxfordshire, Gb

Sunnyvale, Ca, Us

Led a team of 150 people in 6 TAC centers around the world - built 5 of those centers from the ground up; Ottawa, Canada – Sydney, Australia – Mexico City, Mexico – Dallas, Texas – Sunrise, Florida and Vancouver, Canada. Recruited and hired TAC members at each location - recruitment, job fairs, interviews, salary negotiations, process training. This included complete office fit-ups in some cities.Overseeing all tickets that are opened for the Americas Support region - USA/Canada/Latin America. Responsible for all support metrics; Customer Satisfaction, SLA's, Case Closures, Calls handled - etc. This resulted in creating processes to improve those statistics and increased customer satisfaction.Working closely with Sales teams, and Fortune 100 Customers/Partners and Resellers to help facilitate positioning Fortinet’s response for future opportunities as well sustaining existing customers. Moved from existing support structure to a direct engineer contact call model and implemented new processes and procedures which doubled the NPS Customer Satisfaction score in my first year of employment. Workloads for the engineers for a much happier, sustainable environment and higher customer satisfaction.Strategized support models based on the customer requirements to ensure cost effectiveness of the service delivery offerings.Established a partnership with local education institutions in Ottawa – Willis College, Algonquin College, Herzing College, which has resulted in hiring of over 55 support engineers. Worked with Ottawa and Carleton University, BCIT in Vancouver on employment and educational initiatives that lead to over 20 new hires in the Fortinet Vancouver office. Responsible for procuring a new building for Fortinet Ottawa and was lead decision maker on the entire project – Furniture/Design/Electrical/Generator & UPS/Facilities, etc. Successfully moved in on schedule and budget into a 26,000sq FT space. Received a company award for my work on this project.

Espoo, Southern Finland, Fi

Leading a team of engineers that work within Nokia Services for the Service Transition team in Montreal:· Lead and organize activity for a team of deployment engineers· Plan, execute and document deployment projects to deliver pre-production and production environment (servers, applications and tools) including major configuration changes· Review the solution requirements & documentation· Establish connectivity, configure gateway, validate end to end solution· Provide Operational test plan· Ensure smoothly handoff to operations group (training and documentation)· Offer various level of technical support to sales, product management, professional services & requirement specialist· Proactively raise flag when issues/request are preventing the delivery dates to be met, need support on dependencies

Redwood City, California, Us

- Managed group of 8 security support engineers- All day to day activity- Worked with customers to resolve escalations- monitored activity for security engineers

Espoo, Southern Finland, Fi

Supervised a Team of engineers that worked on enterprise support and operations for Nokia's Mobility Services :- Managed 36 employees, exceeded departmental customer service performance levels objectives and increased gross revenues.- Exceeded global customer satisfaction team performance objectives and scorecard expectations and achieved highest global team ranking in Nokia for delivering outstanding service and resolving all technical issues.- Reduced employee headcount and closed Nokia Ottawa site during massive corporate restructuring initiative and successfully transitioned business to a new contact centre with zero downtime and no impact on revenue.- Increased hardware specification efficiencies and lowered overhead costs after evaluating staffing payroll invoices, examining employee compensation metrics, planning headcount, and reviewing equipment cost projections.- Developed and managed a transition plan to move the global Nokia OVI services and enhanced device customer support teams from operating as a direct customer enterprise platform to a mixed consumer and escalation department and significantly increased business and enhanced customer satisfaction.- Analyzed customer base key performance indicator reports and implemented and managed all product changes.- Assessed, evaluated and resolved all product or service related technological challenges, issues or bugs for all customers.

Espoo, Southern Finland, Fi

Lead a team of support engineers on Nokia's Intellisync Wireless Email Solution :- Promoted and managed 8 Mobility team members, identified operational expansion needs, and grew team to 20 people to accommodate new team deliverables.- Created, developed and managed hardware, software, and telecom platforms and supported global hosting operations team server initiatives.- Assessed and analyzed existing operational processes identified gaps and implemented new scheduling, shift times and new internal procedures.

Espoo, Southern Finland, Fi

- Managed team’s critical corporate customer accounts, assessed staffing metrics, reported and resolved all variances and discrepancies. - Analyzed, monitored and escalated all technology cases for the team engineers to map metrics and resolve issues.- Learned Lotus Domino product, developed teaching methods and facilitated frequent training course to 15 employees and supported customer needs quickly and accurately.

Montreal, Quebec, Ca

- Managed services for vulnerability management initiatives, and integrity program platforms.- Planned, coordinated, and implemented information security tools; performed root-cause analysis through substantial data mining, forensic analysis, vulnerability and impact analysis and worked within the ITIL framework.- Adapted security action plans, monitored the network for security breaches, responded to cyber attacks, analyzed security risks and maintained awareness of new viruses, worms, bugs, etc. - Authored and wrote extensive firewall product information and installation guidelines and procedures and all documentation was filed and used by staff

Espoo, Southern Finland, Fi

- Managed and resolved hundreds of global high priority firewall cases for Fortune 500 companies including NBC, Global, Fox, and Sprint. - Assessed and resolved all global technological customer issues, explained policies and procedures and interpreted problems on a daily basis.- Supported Checkpoint firewall-(1 versions 4.1 and NG), and the Nokia IP router series appliances in capacity of a lead support engineer.- Trained 6 new staff members during 5 week induction period. - Earned SCP certification for excellence in Support Center Practices in collaboration with the team

Performed technical support for a US-based ISP customer base.