Sales Engineer

Matthew G. Deering

650-***-**** - *******.*.*******@*****.***

Core Skills

Operating Systems

Microsoft Windows: Windows 10, Windows 7, Windows XP, 2000 Pro

Linux: CentOS, Solaris 8, Ubuntu, RedHat

Apple: Mac OS X

Server/Network Administration

Apache Webserver (1.3.20 & 2 on Linux and Windows)

Mail (Postfix, Kerio, Exchange)

Windows Server 2008, 2012

Protocols:

SNMP, SMTP, FTP, SSL, VPN, LDAP, AD, TCP/IP, UDP, NTLM, SSH, Telnet, IMAP, ICMP, DNS

Professional Experience

Accellion, Palo Alto, CA

Technical Account Manager (July 2014 - July 2016)

March 2012 – July 2016

Developed project timelines over the course of weeks or months and drove compliance with customers to achieve renewal year over year

Oversaw and led customer deployment/training of Accellion products (FTA, Kiteworks)

Served as the first point of contact for enterprise customers and assisted in directing inquiries to appropriate resources

Performed technical checkups, site visits and/or webinars to guide and inform customers in successful use of the product, resulting in customer renewals

Gathered customer feedback, details and use cases to product management to assist in the instatement of new widely requested and used features

Technical Deployment Engineer (December 2012 - July 2014)

Assisted new customers in installing cloud, virtual, and hardware versions of Accellion products (Post-Sales)

Assisted Sales Engineers/Technical Account Managers in evaluations, proof of concepts, and trials

Trained customers and users of the Accellion appliances for post-sales knowledge

Received multiple awards from management through exceptional assistance to customers through thorough documentation and reliable, clear e-mail or phone updates from engineering/product management

Escalated reproducible technical issues and bugs to engineering

Support Engineer, Tier 2 (March 2012 - December 2012)

Answered technical/troubleshooting emails and phone calls from external customers

Supported hardware, virtual & cloud versions of Accellion products (FTA, Kiteworks)

Escalated reproducible issues in the product to colleagues or engineering.

Assisted in pre-sales and post-sales procedures of company products.

Barracuda Networks, Campbell, CA

Technical Support Engineer, Tier 2

January 2011 – March 2012

Supported 4 products via phone and e-mail: Barracuda Spam & Virus Firewall, Barracuda Web Filter, Email Security Service & Web Security FLEX

Promoted after 11 months to Tier 2 from Tier 1.

Received special recognition for excellent customer support from management and CEO

Answered escalation emails and phone calls from external customers and colleagues

Escalated issues to product management & engineering/QA

Trained other colleagues and Tier 1’s monthly with resolving and escalating issues for mentioned products

Delegated tasks/cases to Tier 1 technicians to maximize efficiency

Reproduced and reported bugs to engineering via company tracking system (JIRA) in mentioned products

Maintained an average Customer Satisfaction score of 4.8 out of 5

Assisted daily in troubleshooting many types of network infrastructures, from SOHO to enterprise, worldwide.

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