Mark Gamble Email & Phone Number

Irvine, California

Responsible for maintaining a high level of customer satisfaction and loyalty through exceptional service and through developing and maintaining close working relationships with Tier1 customers.Manage a diverse range of technical and support issues across multiple service platforms.Perform proactive service reviews with all TAM customers and document/escalate recommendations for service improvements.Utilize JIRA and coordinate with PM to track DEV cycle for customer-specific enhancement requests.

•Provide senior-level engineering support for Trustwave products; • TCP/IP core skills to perform network troubleshooting to isolate and diagnose complex connectivity issues. •Uni/ Linux and InfoSec skillset to troubleshoot and diagnose product platforms as they relate to customer environment/topology. •Exceeds specified SLA for initial response/engagement of Customer issues and inquiries. •Document actions in Support Portal to effectively communicate issue detail and logfile/data collection. •Resolve problems independently and understands the correct escalation procedures. •Reproduce and debug customer reported problems in a lab environment, as necessary, and working with Engineering to resolve issues. •Document issues in a knowledgebase format for use both internal and external to Trustwave. •Provide detailed PM feedback regarding development process on customer-reported product enhancement/feature requests.

Greater Chicago Area

Senior position responsible for proactive management of all technical-related activity for Tier-1 Enterprise level accounts. Coordinate and facilitate upgrades, change management, and major projects as they relate to Trustwave services and product platforms. Work seamlessly with Sales, Engineering, and Support teams to ensure successful completion of deliverables within scope. Provide customer-facing communication at both the management and technical/engineering level. Have established a proven track record as a go-to resource for remediation/recovery of at-risk Enterprise accounts.

Irvine, Ca (Remote)

Perform all operational scope, planning, and pre-launch activities in support of digital mobile advertising enterprise.Perform all planning and design in support of technical infrastructure for business-to-business product launch.Perform set-up and configuration of network appliances to support data exchange infrastructure in support of technical operations.Provide remote management and configuration of network gateway router (Cisco) and Catalyst switches.Interface with vendors to define component technical specifications and integration of services.Develop process documentation and training procedures in support of Client service implementations.Project Manage all aspects of hardware design specifications, integration, and installation in support of proprietary service platform.

Associate Of Science (A.S.), Avionics Maintenance Technology/Technician

Industrial And Organizational Psychology