McAfeeTechnical Support Engineer
Jun. 2016 - Sep. 2021Plano, Texas, United States• Collaborate with a team of 10 to develop and implement data protection solutions to enhance enterprise-wide performance and capabilities. • Spearhead operations for fielding, prioritizing, and resolving complex issues for the portfolio of products, taking calls and inquiries from users to identify the issue, develop a solution, and enhance overall functionality and usability. • Serve as a “Fireman” for customers’ complex issues, supporting overall group to execute best practices in ATSE and acclimate to working in a fast-paced and high-pressure environment. • Troubleshoot and test technical products in order to verify compliance with quality standards, resolve bugs, and isolate opportunities for improvement. • Govern training, coaching, and mentoring of new employees, educating on best practices, policies, and procedures while developing a leadership pipeline for the company. • Conduct ongoing performance and systems analysis in order to identify opportunities for improvement within group operations, streamlining workflows to enhance productivity and efficiency. • Lead the team in creating, recommending, and integrating new improvements to company processes and policies, partnering with senior leadership to align objectives and drive business development. • Establish strong partnerships with both internal and external stakeholders in order to set expectations, promote technical and non-technical collaboration, and guide thoughtful product development. • Master suite of products from both a technical and user perspective, deeply understanding how best to improve overall performance. • Awarded the CASE KILLER Champions Belt.