Jeff Aronow Email & Phone Number

Abingdon-On-Thames

Oxford, England, United Kingdom

Oxford, United Kingdom

- Established and Lead the Support Operations Team administering all Customer Support applications, Defining Support department policies and procedures, and overseeing all custom application creation and modifications- Responsible for Annual Operations Planning and staffing head count model creation- Created and rolled out the NOC as a Service offering for.

Bracknell, UK

Bracknell, UK

Greater Boston Area

Westford, MA

• Served as the primary technical escalation point for all major and critical Unified Access Control and Mobile Security Suite (formally Smobile) product support issues for all regions.
• Oversaw and provided guidance and analysis of critical issues in order to assure efficient and correct issue resolution
• Collaborated with product teams on new features, quality test plans, and performance test plans to assure supportability for new product revisions
• Provided development and review of new large or complex customer opportunities in conjunction with professional services and sales
• Provided training and developed lab test solutions for new product features or new technologies to be utilized by support engineers for issue replication
• Coordinated with executive management to prioritize resources for resolving customer issues

Westford, MA

• Troubleshooting and resolving customer issues with Network Access Control product that includes Firewalls, Switches, Wireless Access Points, IPS.
• Managed manage large international customer issues, including some that required travel to customers in China and Taiwan
• Coordinated an international team of Technical Support Engineers from Australia, Japan, China, India, Holland, UK, as well as US East and West coasts.
• Worked with Development, QA, and Sustaining teams to troubleshoot issues, analyze data, perform issue reproduction in an effort to determine root cause and resolve customer issues
• Improved product supportability by collaborating with product team to develop new product features focused on either improving the customer experience or improving the troubleshooting experience
• Developed training and customer facing content to educate team, partners, and customers with understanding and troubleshooting the UAC product

• Reported directly to Pentagon backbone Designated Approval Authority (DAA) and Army DAA. Advised and consulted on projects ranging from IPS selection to Java Information Assurance Vulnerability Alert (IAVA) compliance.
• Coordinated security efforts with IDS and Computer Incident Response Teams (CIRT).
• Reviewed and Advised on Certification and Accreditation packages to assure compliance with DoD policy and general information security best practices.
• Reviewed and selected remote access provider for pilot DoD remote access program. Coordinated with vendors to assure client and network compliance with DoD security needs.
• Responsible for product selection and security oversight of thin client solutions for DoD clients.
• Reviewed AKAMAI products for DoD client to assure compliance with security requirements.

• Developed, coordinated, and deployed campus-wide solutions for computer labs and classrooms.
• Formed partnerships with other departments on campus-wide security policy, network design, and systems design.
• Authored and simulated department business continuity plan and disaster recovery procedures.
• Consulted and advised on organizational strategic goals for department and division.
• Managed team of eight developers and engineers.
• Created new position descriptions, advertised positions, conducted interviews, and made hiring decisions.