As the Strategic Accounts Support Manager at Algosec, I am responsible for providing comprehensive support and strategic guidance to our key clients, ensuring their success in leveraging Algosec's cutting-edge security management solutions. My responsibilities include:Client Relationship Management: Developing and nurturing long-term relationships with strategic accounts, serving as their primary Algosec management contact for all support-related inquiries, and ensuring their needs are met promptly and effectively.Technical Support Leadership: Leading a global team of dedicated support engineers in building cohesive work relationships with assigned strategic accounts, delivering exceptional technical assistance, troubleshooting complex issues, and providing innovative solutions to meet client requirements.Strategic Consultation: Collaborating closely with clients to understand their business objectives and security challenges, offering strategic advice on optimizing their use of Algosec solutions to enhance operational efficiency and maximize ROI.Product Enhancement Advocacy: Acting as a liaison between clients and Algosec's product development, sales, and delivery teams, advocating for enhancements and new features based on client feedback and industry trends.Continuous Improvement: Driving continuous improvement initiatives within the support organization, identifying areas for enhancement in processes, tools, and knowledge sharing to enhance overall client satisfaction and support efficiency.My tenure as a Strategic Accounts Support Manager at Algosec has been marked by a commitment to delivering exceptional support and fostering strong, mutually beneficial partnerships with our strategic clients, ultimately contributing to Algosec's growth and reputation as a leader in the cybersecurity industry.

As the Americas Support Manager at AlgoSec, I led a highly effective, global support team in providing exceptional technical support and guidance to clients across North and South America. Leveraging my extensive expertise in network security and management, I ensured seamless resolution of complex issues, enhanced customer satisfaction, and drove continuous improvement in service delivery.Key Responsibilities:Lead and manage a team of support engineers, fostering a collaborative and high-performance culture.Oversee the delivery of timely and effective technical support to clients, addressing inquiries related to AlgoSec's suite of network security management solutions.Develop and implement support strategies to optimize customer satisfaction and retention.Collaborate with cross-functional teams, including R&D, product management, and sales, to advocate for customers' needs and drive product enhancements.Analyze support metrics and trends to identify areas for improvement and implement proactive measures to enhance service quality.Serve as a technical escalation point for critical customer issues, ensuring swift resolution and minimal impact on operations.Conduct training sessions and knowledge-sharing initiatives to empower the support team with the latest product updates and industry best practices.

Deploy, maintain, and troubleshoot industry leading, mission critical Security Policy Management solutions interfacing with top firewall vendors to include but not limited to Cisco, Palo Alto, Forcepoint, Checkpoint, Blue Coat, and Fortinet.Deploy, maintain, and troubleshoot the solution's underlying Linux Operating System. Final point of escalation for critical or high priority cases escalated by Tier I and Tier II engineers. Work closely with R&D and product development to bring working resolutions to the customer.

Tier III Network Security Engineer responsible for maintaining, deploying, and troubleshooting Next Generation Virtual, Dedicated, and Cloud based firewalls. Handled critical/high priority cases with issues including but not limited to product deployment in complex networks, ACL creation/modification, high availability, disaster recovery, network flow, and virtual server technologies powered by the underlying Linux Operating System. First point of escalation for all issues unresolved by Tier I, Tier II support engineers. Deployment platforms included Appliance, Cloud, Microsoft Azure, AWS, and Google Cloud.

Provide 24/7 technical support for customers utilizing a Linux, Apache, MySQL, PHP (LAMP) web hosting environment. Analyze, troubleshoot and resolve issues with Apache, PHP, MySQL, email (POP3/IMAP/SMTP), FTP, DNS, and other standard web hosting applications and protocols on Linux platform dedicated and virtual private servers.

Provide technical support as a managed services specialist for VPS, Dedicated, and Cloud Based web servers. Primarily responsible for 2nd Tier analysis and troubleshooting a wide range of issues related to Linux, Apache, MySQL, PHP (LAMP). Resolve issues including but not limited to email, DNS, FTP, MySQL, PHP, Apache, Lightspeed, Data Center, and multiple Content Management System platforms including Wordpress, Magento, and Joomla. Troubleshoot and resolve issues on various underlying Linux operating systems. Consistently meet goals and exceed expectations in a high-speed and high-pressure support center environment.