Technical Support, Customer Advocate, consulting

Steve Hallock Cell: 603-***-**** Email: *****.*.*******@*****.***

Accomplishments and Strengths:

●Highly recognized for customer satisfaction, problem solving, and constant adaptation of new skills, technical environments and situations. From pre-sales engagements and POC, to scoping and demonstrations for complex implementations and technical issues or escalations at an executive level.

●Adept with scripting automation of tasks for various use cases. I’ve developed an abundance of applications, scripts, and custom solutions. Providing tools, resources, and documentation as well as contributing to productions and resources in collaboration. Such resources achieved anything from simplifying/automating tasks to providing “work-arounds” or repair of complex and unique technical issues.

●Received the following “Peer Recognition” award in my second year at Sophos Anti-virus Plc. while working the role of Technical Support Escalations Engineer.

“Steve provides technical support and troubleshooting expertise for the Sophos small business and enterprise product line up. Steve is an asset to the technical support team; from critical virus outbreaks, to complex deployment scenarios, Steve adapts professional and effective troubleshooting methods to effectively address and resolve some of the toughest technical issues that come into frontline support and escalations. Steve is also adept in Sophos implementation and deployment preparation for large scale and complex Sophos deployments.”

Experience

Micross Components Inc. (Manchester, NH) – 2019 to Current

Position: Robotics Technician and IT.

●Provide IT support for all robotic integrated computer systems as well as the resident endpoint system. Platforms include Windows, MacOS, Linux,

●Script or program solutions to automate tasks, address prevalent issues or refine processes.

●Develop job specific SQL queries to provide LRT operators relevant procedural data.

●Provide Technical Support for production operators and technicians. Supporting the custom software solutions used to control and provide GUI to operators and techs on the robots integrated endpoint computers. To server administration for the smaller windows AD domain which the robot endpoint computers reside.

●An extensive list of additional responsibilities not relevant to my job search have been removed from this list. As this is my current position, an unprecedented amount of headhunters and job recruiters have been targeting that data, turning up less relevant job opportunities.

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QuickPivot Plc (Bedford MA) – 2015 to 2017

Positions held: Senior Applications Support Developer.

●Sole Escalations Engineer, handling all tier 3 escalations globally. Working directly with our Product Development team. Providing T3 CS coverage from 7am to 7pm weekdays.

●Develop and implement various tools and scripted solutions for internal use by Customer Services/Support, CS Management and Account Management.

●Provide comprehensive documentation and scope for all planning and management on each individual development project, the tasks/sub-tasks entailed and record progressions accordingly.

●Team lead for all of Support/Customer Services. Mentoring CS staff in tiers 1 and 2. Delegation of tasks to T1 and T2.

●Manage coverage schedules and rotations for the entire CS team.

●Host weekly meetings with all members of Product Development, QA and Product Management. Meeting focus; primarily to discuss issue tickets awaiting dev input in aging ticket backlog and various other key topics/issues, projects, and planning such as future releases etc.

RSA Security (Bedford MA)

2014 to 2015

Positions held: Technical Support Engineer Tier III

●Member of global ATS (Advanced Technical Support) for the extremely robust RSA DLP (Data Loss Prevention) product. Handling global escalations for large corporate environments at an executive level. Working alongside Development and reporting directly to product management.

●Enterprise DLP integrations for company wide data loss prevention on all platforms, Windows, MacOS, Linux, as well as Mobile OS and network devices.

Sophos Anti-virus Plc. (Burlington MA) – 7/2007 to 4/2013

Positions held (in order held): Technical Support Engineer, Escalations Engineer/Team Lead, Customer Advocate (TSAM) and Professional Services - Consulting & Implementations Engineer.

Professional Services - Consulting - Implementations Engineer.

●Delivered consulting services and implementations for the entire Sophos Enterprise product line-up. Working primarily with mid and large-sized corporate environments.

●Provided assessment and scoping of the customer’s technical and operational environment to develop infrastructure architecture in support of the Sophos solution.

●Provide pre-sale technical assistance in the evaluation and proof-of-concept stages for large and complex opportunities.

●Managing customer expectations pertaining to the implementation and on-going support.

●Development of customized scripts, tools, and other various resources to fulfill client custom requirements and requests. Typically to automate tasks such as competitor displacement and enhance regular maintenance operations.

●Sole consultant in North America for the Sophos for SharePoint product support and implementations.

●Provided training for Sophos products usability, administration, and general moderation of the products. Lead and manage the implementation of Sophos products for customers operating large-scale environments and complex network infrastructures.

●Assist customers with use of best practices in their Active Directory, Group Policy, DHCP, and DNS. Frequently configured AD/GPO and start-up script for ease of company-wide deployments.

●Deliver in-depth training to customer’s technical staff in ad-hoc and formalized training formats.

Escalations Engineer (and Team Lead)

●This role had no lack of challenges with a constant flow of diverse requests coming from management; this role was a great opportunity of endless and ever changing learning experiences.

●Responsible for all technical support escalations for both “Standard” and “Premium & Platinum” level accounts as well as handling of development or defect oriented case escalations.

●Provided structured training for tech support, sales, and professional service engineers.

●Participated in management meetings and attended relevant discussions held with Product Development.

●Honed efficiency and structured development of troubleshooting techniques, advising front-line technicians of proper procedures, workflows, and creation of KBA documentation for recommended handling of recurring incidents, environmental issues, defects, or particular events.

●Monitored and audited support activities to ensure cases followed the proper support channel and course to speedy resolution.

●Frequently leveraged by management during crisis events and critical times such as zero day outbreaks, defective releases, impacting false positives, and anything generating severe large-scale impact and extremely high call volume.

●Frequently took on the role of “Live Escalations.” This entailed actively monitoring and auditing live support technicians for efficiency, identifying problem trends, and taking over of priority, problematic, or otherwise time consuming technical cases - on the fly.

●Provided management with enhanced insight into the operations and interactions of frontline support. Intended for rapid and efficient identification of growing or trending issues that would otherwise pass unnoticed and go potentially unaddressed.

●Reported directly to Global Escalations, Development, and the Director of frontline support.

Customer Advocate (TSAM)

●A highly technical role dealing with sensitive and priority customer accounts and critical issues on-the-fly. These particular accounts were potentially or actively at risk due the nature of their technical issues. For these accounts it was my primary task to perform “Customer Saves.”

●Serve as the primary post-sales contact for the business relationship and escalation point for all technical matters within a defined set of Platinum Support customers.

●Providing high-level infrastructure guidance for Sophos products and advice for securing Microsoft Active Directory environments.

●Coordinate technical support efforts with Global Support teams ensuring the best possible outcome for the customer.

●Contribute to the development and implementation of technical account management processes to enhance customer satisfaction and brand loyalty.

●Provided peer training and mentoring to develop and enhance the relationship with assigned customers.

●Identifying new opportunities for Sophos products within the customer environments and partnered with the sales organization through product sale and implementation.

●Remediation of large scale and/or company-wide virus outbreaks for accounts (particularly the conficker worm)

Technical Support Engineer

●Provide technical support to Sophos customers by answering telephone calls and replying to emails in line with departmental measures, with a focus on high quality and customer satisfaction.

●Review cases for technical complexity and make recommendations to team members with regards to escalation according to departmental best practice.

●Ensure Analysts have support via coaching when faced with challenging incidents.

●Research incidents by replicating customer’s issues within a test environment.

●Escalate incidents to the Global Escalations Support team and other departments within Sophos in collaboration with Specialists as required

●Maintain Average Resolution Time (ART) and Average Pickup Time (APT) for escalated incidents as per departmental guidelines

●Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.

●Provide technical support to Sophos customers including Partners, Premium and Platinum in line with SLA’s with a focus on high quality.

●Produce technical articles based on support incidents / trending issues, to assist with the department's call deflection strategy by posting articles within the internal Knowledgebase, searchable by all Sophos customers.

●Use and create Knowledge Base articles in line with KCS best practice.

●Adhere to Sophos Support Services best practices.

●Participation in departmental projects

●Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.

●Participate in new starter program by coaching new recruits, introducing them to Department Best Practice, call logging and telephone systems

●Provide response to customer emails in line with departmental measures

Roberts Communications Network

(Plymouth, NH - Las Vegas, NV) 2006 to 2007

Primary role:

●Product Manager for all in-house software products developed. Manage team of 5 developers working in an Agile/scrum

Secondary :

●NOC operations, Server Administration, Technical Support, Project Management, some Development.

Add-On Data - Contracting

Wilmington, MA - 2005

Education

Nashua Tech - Nashua, NH - 2002-2004

Focus: Computer Science

Studies Included: A+/Net+, VB.NET, C++, XML/HTML, JavaScript, Network+

New Horizons Computer Learning Center - Nashua, NH - 2003-2005

Focus: Web Design and Development. Networking, programing, Application training, system and network Admin training

I hold advanced knowledge in a wide array of computing, networking, and program skills, Including but not limited to: Most major Endpoint and Server Operating Systems; Microsoft, MAC and Linux, including dedicated Linux/Apache servers to Active Directory domains and application services. MS-DOS, BASH, PowerShell, VBS, Python, SSMS, MSSQL, Apache, MySQL, PHPmyAdmin, JavaScript, HTML/XHTML, DHTML, CSS, HTA, PHP, and XML. Also proficient in use of most major Microsoft applications and services including but not limited to, SharePoint, AD, GPO’s, DNS, IIS, ASP, .NET as well as the major MS-Office applications.

I am also proficient with PC and Server setup; installation, maintenance and repair; hardware and software; physical or virtual. I also hold executive experience in customer service, troubleshooting and data management.

-References furnished upon request -

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