Provide technical and product knowledge to ensure customer success and requirements.Provide technical assistance and support for Web Security, Data Security, and Email security products providing customers best practice information to ensure network and data security.Address product related questions and resolve technical challenges concerning deployment and configurationConduct and coordinate operations and product reviews with client teams too ensure customer and product success Partner with Account Sales teams to build relationships with decision makers and business contactsIdentify, reproduce, and document software defects with appropriate tracking systemGenerate and provide custom documentation for software deployment, upgrade, and migration planning.

Hardware and software support of pathology imaging systems and work flow softwareBuild, install, configure, and troubleshoot ePathology imaging and analysis systems.Support Aperio ScanScopes, and Leica Biosystems SCN400 pathology imaging digital microscopes and troubleshoot system robotics and supporting hardware.Provide IT support to hospitals, universities, cancer research institutions, and pharmaceutical companies in the health and life sciences fields to deploy and support Aperio and Leica Biosystems products and networked software.Configure HIPAA compliant systems to secure patient data and ensure HIPAA compliance.Troubleshoot network issues using a variety of diagnostic utilities including Wireshark network analyzer and Microsoft Network Monitor.

System planning, installation and configuration of integrated Internet security systems and appliances. Provide knowledge transfer and training for Websense Internet filtering systems.Provide professional services for customization of Websense Internet filtering software solutions

Department technical lead for global support operations supporting world leading provider of Internet filtering software. Subject matter expert for integration with Internet proxies, firewalls, and routers.Provided mentoring and training for junior technical support technicians. Assisted with live support calls and teaching telephone support “soft skills”.Tested new software releases and reviewed documentation prior to release. Documented issues and solutions within bug and issue tracking software. Worked with engineering teams to develop technical solutions and customer acceptable workarounds.Provided Beta Support for early adopters of new software releases. Resource for Sales Engineers and Technical Account Managers to resolve software/hardware configuration and installation issues.Develop and implement training modules for global Technical Support operations. Trained Webense Technical Support departments in both the United States and Beijing, China.