Michelle Marsh

Current

• Back Line Support at Data Domain

Past

• Product Line Support at Nokia
• Technical Support Manager at Intermedia.NET
• Sr. Technical Support Engineer at Intermedia.NET

• Senior Technical Support Engineer at SurfControl
• Associate at Stephens & Associates

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2 more...

Education

• Global Knowledge
• VPN Dynamics
• Global Knowledge

8 more...

Recommended

49 people have recommended Michelle

Connections

311 connections

Industry

Information Technology and Services

Michelle Marsh’s Summary

Expertise in Product Support, Trend Analysis, and Leadership. Proven ability to interface with engineers and development to ensure product solutions meet customer requirements and to resolve technical issues. Exceptional communicator with demonstrated success building relationships at all levels within various sized companies.

Michelle Marsh’s Specialties:

Product Support, Customer Escalations, Team Leadership, Product Trend Analysis, Microsoft Certified (MCSE, MCSA specialization in messaging), Check Point Certified Systems Administrator (CCSA), Nokia Certified Security Professional (NCSP), Check Point Certified Systems Engineer (CCSE)

Michelle Marsh’s Experience

• Back Line Support

  Data Domain

  (Public Company; DDUP; Computer Hardware industry)

  May 2009 — Present (8 months)

• Product Line Support

  Nokia

  (Public Company; NOK; Telecommunications industry)

  June 2007 — May 2009 (2 years )

  This is a Level 4 Technical Support position for Nokia's line of Enterprise Security Products. Many of the customers are of an enterprise size with complex network architecture. The focus of this position is to solve escalated technical support issues and assist in setting customer expectations. This is done through replication of customer environments and their issue by configuring Nokia IPSO, CheckPoint Firewall, various switches and routers, and isolating bugs. As a Product Line Support engineer, I work closely with GTAC support, QA, product management and developers to assist in obtaining resolutions for escalated cases as needed. Another facet of my position is to coordinate training development.

• Technical Support Manager

  Intermedia.NET

  (Public Company; 51-200 employees; Internet industry)

  October 2003 — June 2007 (3 years 9 months)

  Manage Intermedia.NET's superior, growing support department. Assist in the training and development of Intermedia.NET's support technicians. Handling of escalated issues (Web and Exchange related), along with handling of escalated customers. Hiring, performance evaluations, and managing of schedules for the support personnel. Policy and procedure documentation along with FAQ and other technical documentation editing .

• Sr. Technical Support Engineer

  Intermedia.NET

  (Public Company; 51-200 employees; Internet industry)

  March 2003 — October 2003 (8 months)

  Intermedia.NET is a leading Web and Exchange Hosting provider. My responsibilities as a Sr. technical Support Engineer included escalated customer support issues along with front-line support for both Web and Exchange dedicated customers. I worked closely with systems administrators, product management and developers to assist in obtaining resolutions for escalated cases when necessary. My responsibilities included all high profile customers. Policy creation and procedure creation for handling of high profile dedicated customers fell under my tasks.

• Senior Technical Support Engineer

  SurfControl

  (Public Company; 501-1000 employees; SRF.L; Computer Software industry)

  March 2000 — March 2003 (3 years 1 month)

  Provided High end technical support for SurfControl products and enterprise customers. Wrote documentation, and provided training to various staff members both in support and in sales on new and existing products. Served as an escalation point for other technicians.
  
  SurfControl plc, a world leading Internet security company since 1997, delivers on its promise to shield organizations from known and emerging Internet threats... before they jeopardize the organization. With continuous innovation, invention and expansion of its filtering solutions, SurfControl is the leader in the Content Security market, which analysts expect to reach nearly $2 billion by 2007

• Associate

  Stephens & Associates

  (Information Technology and Services industry)

  1998 — 2000 (2 years )

Additional Information

Michelle Marsh’s Honors:

CCSE NG/NGX (Checkpoint Certified Security Engineer)
CCSA NG/NGX (Checkpoint Certified Security Administrator)
NCSA (Nokia Certified Security Associate)
NSA (Nokia Security Administrator)
NCSP (Nokia Certified Security Professional)
MCSE (Microsoft Certified System Engineer)
MCSA (Microsoft Certified System Administrator) Messaging specialization

Michelle Marsh’s Contact Settings

Interested In:

• career opportunities
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch