Tracy Marsh Email & Phone Number

South Jordan, Utah, United States

Remote

Managed a team of Tech Support Engineers supporting the SMART Assurance Suite. Managed teams performance, business goals, training, and roles. Handled customer escalations and worked with product management to continue providing customer help beyond the typical support calls.

Draper, Utah, United States

Helped customers find and resolve issues dealing with the SMART Assurance application suite. Coached my peers to help elevate their knowledge and performance while maintaining my own knowledge and performance. Often called upon to help with customer escalations and weekly customer calls.

South Jordan, Utah, United States

Started as a TSE working with customers to resolve issues dealing with the Palo Alto Network Firewalls and Global Protect products. Moved on to be acting manager until they were able to find a full time replacement. Assigned cases and monitored the team member performance. Audited cases for quality and attended client meetings to review operations and customer satisfaction.

Ogden, Utah, United States

Assisted customers with network issues including route planning, hardware, and configuration problems, device set-up, and bug reporting. Helped setup labs for senior engineers and assisted in advanced support. Assisted customers in Juniper system-level devices including initial setup and troubleshooting VPNs between Juniper and 3rd party devices and CPU issues.