 Provide top-tier technical support for enterprise web/e-mail filtering and monitoring applications. Serve as dedicated technical account representative for key customers of SurfControl. Provide training for customers on new product functionalities, both on-site and via remote on-line tools, and provide intensive support to implement product upgrades and to optimize product performance. Provide single point of contact for day-to-day operational issues, and interface with Level III escalations, Development, Product Management and Technical Documentation to research and resolve problems. Conduct quarterly reviews of customer systems in order to identify their software/hardware issues, and develop customized support plans to meet specific customer needs and specifications. Update management on potential issues that could affect key customers, and take a proactive leadership role in marshaling resources needed to achieve critical objectives.

 Handled second tier escalations, interfacing with customers to diagnose and remedy complex technical issues, and worked closely with Development dept. to track bugs and fixes. Mentored Level I & II Technical Support staff, submitted entries to product FAQs, and contributed to internal product knowledge forums.Achievements: Earned company-wide MVP award for 2003.

 Responded to first tier escalations, interacted with customers’ technical staff to research and diagnose a wide variety of issues, and provided pre-sales support. Participated in QA testing of product components, notified Technical Publications staff of discrepancies in documentation, and mentored Level I Technical Support Engineers.

 Provided front-end support for enterprise customers with up to 150,000 users in a phone bank environment, resolving basic issues within defined time constraints.

 Planned, installed, configured and maintained Windows Servers and Workstations for companies with 50 to 500 employees, and provided ongoing support in NT Server network environment.  Installed and configured a Microsoft Internet Information Server (IIS) 4.0 server to host a local office intranet, and implemented TCP/IP using WINS & DHCP for network connectivity.  Developed, implemented and maintained technical standards and customer support procedures.