Ron Tait Email & Phone Number

Work closely with engineering and support teams to prioritize and resolve the most pressing or complex issues. This collaboration is essential to streamline problem-solving, improve product quality, and prevent the recurrence of critical issues. Technical Leadership: Lead by example on technical projects, handling advanced architecture design, complex problem-solving, and ensuring best practices are followed. They often tackle the most challenging technical issues, offering guidance and mentorship to other engineers.Cross-Team Collaboration: Work closely with product development, operations, and support teams to coordinate the investigation and resolution of issues. They may escalate matters to senior engineers or developers when needed, ensuring efficient and accurate fixes.Process Improvement and Documentation: Advocate for and implement improvements in Support and Engineering processes. After resolving issues, contribute to knowledge-sharing by documenting solutions and creating guidelines for similar cases. Also identify patterns in recurring issues, working with engineering teams to address root causes, improve reliability, and reduce future escalations.Training and Mentorship: Mentor less experienced engineers, offering training and insights on complex cases and advanced troubleshooting methods. Play a key role in raising the technical standards of the team.Proactive Issue Identification: They monitor trends in escalations and customer complaints to identify potential systemic issues, often working with engineering and product teams to implement proactive solutions that prevent issues from recurring.

Draper, Utah, United States

Draper, Utah, United States

Transitioned from Symantec to Broadcom via acquisition. Performing similar duties as prior position within Symantec, supporting primarily the largest enterprise customers in the world.

• Diagnose and solve complex software, hardware and networking issues• Create technical action plans for analyzing and resolving customer issues.• Assigned projects including; documentation review, Beta product participation, product demos, and presenting technical forums.• Create clear and concise documentation in the form of case management notes, technical tips, knowledge base articles and white papers.• Provide technical assistance to internal and external customers and partners• Utilize case management tools and provide case monitoring, status updates, documentation and notifications to customers• Work with cross-functional organizations to solve complex technical problems and follow reported problems through to resolution.• Participate and provide feedback to product design and technical reviews relating to new features and enhancements.• Document all customer interactions and resolutions in the existing case management and knowledge based systems.• Use available support tools to diagnose and resolve product and technical issues• Work with Systems Engineers and Engineering groups to resolve customer issues.• Layer 2-4 focus on Ethernet, Fast Ethernet, IP Protocols, and applications• Expert Experience using networking tools such as WireShark• Application and routing protocol knowledge; advanced TCPIP, routing,NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Firewalls, QoS• Working knowledge of the inter-operation of remote access technologies: RADIUS,LDAP, NTLM, firewalls, etc.• Working knowledge of Internet Services: Web Services, Media Servers, Proxy services, browser and media player operations.• Conduct analysis of facts, info gathering, and create effective test plans• Manage multiple tasks in a fast-paced, dynamic environment while meeting critical SLAs and deadlines

Draper, Utah

• Diagnose and solve complex software, hardware and networking issues.• Create technical action plans for analyzing and resolving customer issues.• Assigned projects including; documentation review, Beta product participation, product demos, and presenting technical forums.• Create clear and concise documentation in the form of case management notes, technical tips, knowledge base articles and white papers.• Provide technical assistance to internal and external customers and partners• Utilize case management tools and provide case monitoring, status updates, documentation and notifications to customers• Work with cross-functional organizations to solve complex technical problems and follow reported problems through to resolution.• Participate and provide feedback to product design and technical reviews relating to new features and enhancements.• Document all customer interactions and resolutions in the existing case management and knowledge based systems.• Use available support tools to diagnose and resolve product and technical issues• Work with Systems Engineers and Engineering groups to resolve customer issues.• Layer 2-4 focus on Ethernet, Fast Ethernet, IP Protocols, and applications• Expert Experience using networking tools such as WireShark• Application and routing protocol knowledge; advanced TCPIP, routing,NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Firewalls, QoS• Working knowledge of the inter-operation of remote access technologies: RADIUS,LDAP, NTLM, firewalls, etc.• Working knowledge of Internet Services: Web Services, Media Servers, Proxy services, browser and media player operations.• Conduct analysis of facts, info gathering, and create effective test plans• Manage multiple tasks in a fast-paced, dynamic environment while meeting critical SLAs and deadlinesProducts Supported Include: •Proxy SG•ASG - Advanced Secure Gateway•Content Analysis Unit•Management Center•Reporter•SSL Visibility Appliance•Malware Analysis Unit

Salt Lake City, Utah

Riverton, Utah

Education record

East High School in Salt Lake City, Utah.

Bachelor'S Degree, Computer Software Engineering

Currently working towards my Bachelor's degree in Software Engineering.