• Advocate for customers by channeling the ‘Voice of the Customers' across the whole organization to drive best practices, aligning to the product roadmap. Engage consistently with customers throughout their journey to ensure alignment on actual vs. expected outcomes especially during the customer on-boarding and value actualization stages.• Continuously assess the health of the customer and diagnose any issues accurately to develop and execute success plans. • Direct support to premium/key customers on technical and none technical issues.• Account Management by providing technical updates, monthly/quarterly case reviews, threat assessment/advisories for pro-active protection, train customers on product & threat, provide notifications from corporate on enhancements/bug-fixes, customer relationship for account retention

Support Account Manager - Techincal Account Manager• Enterprise Account support as a single point of contact for all McAfee offerings; responsible for providing 24X7/365 availability to the customer, being the “eyes and ears to the customer” manage and drive resolution of customer issues. Enterprise (125K +) Node case support, and occasional Small-Medium (10K-125K) Node support. • Managed Customer Account expectations of McAfee software with thorough discovery of Customer’s goals and objectives and provide clear understanding of alternate solutions to business challenges or gaps. • Developed a thorough understanding of the Enterprise customer environment and maintained a significant, long-term relationship centered on trust and client advocacy; clearly conveyed customer needs to McAfee leadership and cross-functional teams. • Proactive coordination of Client and Customer team’s communication during product upgrades and change management to mitigate risks and ease bottlenecks. Partnered with Senior Leadership and Account owners to prioritize and escalate general to high severity customers’ issues. • Built customer trust in McAfee products by clearly conveying the needs of the customer to McAfee management while balancing a partnership in product management during product roadmap discussions.• Responsible for driving through implementation and resolution of all customer cases and remains on top of all customer issues. Ownership of case management through regular meetings and face to face visits and used hands-on approach during case resolution process. • Provided advice and recommendations, based upon McAfee technical documentation and best practices for effective life-cycle planning, deployment, administration of McAfee products across the enterprise.

• Technical customer support of Platinum Customers by phone and online methods.• Supported McAfee's Platinum suite of products, such as: McAfee Agent, ePO, VirusScan, HIPS, HDLP, Solidcore, Groupshield, Portalshield, Vulnerability Manager (Foundstone), McAfee Enterprise Mobile Management (EMM). McAfee SIEM, McAfee Cloud Solutions (MVision)

• Single point of contact for Large Enterprise Support customers.• Provided Phone and Onsite technical support for McAfee Enterprise suite of products.• Drove the resolution of customer technical issues using coordinated effort with McAfee’s Support, Engineering, and Consulting Departments.• Assisted customer with product deployment planning and drafted best-practices guides to help prevent deployment and/or configuration issues.

• Supported McAfee Desktop Antivirus suite of products (McAfee VirusScan, Command Line Scanner, LinuxShield and Dr. Solomon AV).• Supported McAfee Groupshield for Microsoft Exchange and Lotus Domino

• Level II Mentor engineer, provided advanced solutions to DELL customers.• Assisted and mentoring Level I and Level II engineers to resolve technical problems.• Provided advanced training for Level I and II technicians.• Assisted DELL design team in identifying new markets, new PC and Laptop design, test and certify new hardware release.• Wrote products' Release notes and manuals.