The Enterprise level Technical Account Manager goal is to ensure customer success, focusing both on reactive support and proactive services to enable the customer to successfully deploy their Websense solution set and achieve targeted business benefits. The TAM is the single point of contact for the customer and all internal Websense teams as they guide the customer through all phases of the Customer Experience Blueprint, providing expertise and guidance on leading best practices for a successful enterprise security solution.The TAM serves as a strategic advisor to customers and provides product functionality, technology and implementation expertise by delivering a combination of technical consulting and project management skills.• Builds and grows relationships with both Technical staff and Sr. Management from the customer team.• Collaborates with Engineering and QA teams in Websense to validate Deployment architectures and Sizing parameters.• Conducts at a minimum a weekly call with each of their accounts and provides the customer team a status update.• Performs a quarterly review of the account with Sr. Management staff of the customer team.• Owns, drives and tracks Hot Customer escalations, including partnering with the CritSit, Sustaining Engineering, Product Management teams.• Ensures that all cases opened for their accounts are being actively worked and progressing towards an expeditious resolution.• Partners closely with Product Management to ensure that customer FR’s are logged and appropriately prioritized and also ensure that future product direction aligns with customer road map.• Develops and mentors other TAMs to help improve their technical knowledge, project management skills, customer management skills, etc.• Conducts on site audits/reviews as needed.

Answer basic and complex telephone or written inquiries from customers regarding Websense and select third-party products, analyze software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions. Maintain records of customer contact to track customer history and report recurring problems to software development group. Duplicate and escalate complex issues to appropriate functional team, act as a technical advisor to assist Technical Support Analysts and perform special projects as assigned.

Responsible for the complete health and maintenance of desktops, laptops, local area network (LAN) and ensured customer connectivity to the network backbone. Duties included installation, repair and preventative maintenance of personal computer and related systems, day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Responsible for installing, configuring and troubleshooting desktop systems, workstations, servers and network. Recommended hardware and software solutions, including new acquisition and upgrades, participated in development of information technology and infrastructure projects. Conducted training programs designed to educate computer users about basic and specialized applications.

The Information Systems Technician (previously the Data Processing Technician) operates and maintains the Navy's global satellite telecommunications systems, mainframe computers, local and wide area networks, and micro-computer systems used in the fleet. Administrative support is also provided with the operation of automated equipment that keeps records of personnel training, disbursement, health, assignments and promotions within the Navy. They ensure the all-important communications link between units at sea and stations ashore.