Provide world-class post-sales technical support directly to customers and partners, and manage escalated issues that require the highest levels of technical and communicative attention

Provide account management and technical support to Broadcom’s largest and most valued customers. Provided initial on-site visits to onboard new Premium Support customers and occasional on-site visits to troubleshoot unique problems to their environment. Create detailed reports and host regularly scheduled status update meetings. Provide recommendations on stable code revisions, best practices and managed upgrade projects. Reproduce issues in the lab and escalate issues to engineering for code fixes. I developed professional relationships with all my Premium accounts and provided the highest level of support. As a Designated Support Engineer our customers would contact me directly for support instead of having to go through the frontline queues. Performed capacity analysis, configuration reviews, license updates, and health checks including CPU%, memory levels, bandwidth utilization, and other vital statistics. Familiar with protocols including; ARP ICMP, TCP/IP, HTTP, SSL, HTTPS, FTP, RDP, SNMP & Authentication. Familiar with debug tools: Wireshark, Fiddler, Firefox debugger, trace route & system level debug tools. MS Office; Word, Excel & Power Point. Online Meetings; WebEx, Zoom, & GoToMeeting.

Same job description as the job just above this one. Since Broadcom acquired Symantec I retained the same job with only an updated job title. All other functions of the job remained the same.

Provided frontline technical support to Blue Coats customers on various products including; ProxySG, Content Analysis, SSL Visibility, Management Center and Blue Coat Reporter. Used different client & server Operating Systems including; Windows and Linux. Worked on cases at all technical levels while maintaining the highest customer satisfaction scores. Participated in on-call rotation shifts including nights, weekends and holidays. Mentored both new and less senior engineers. During this time I was promoted to Technical Account Manager.

Provided 2nd level [escalation] support to our partners and sales engineers on networking products including: Layer 2-3 switches using RIP & OSPF, Layer 4-7 Alteon load balancers, and Alteon Firewalls running Check Point software. Reproduced customer reported problems in the lab, documented those problems and escalated them to engineering for further analysis or code fixes.

Provided 1st level support: NICs, Hubs, Layer 2-3 Switches and Network Management Software. Created Knowledge Base articles so customers and other engineers could quickly find online solutions and resolve similar problems faster.