Don Peckenpaugh

Experience

• 

  SCORE

  Oct 2011 - Oct 2013

  Treasurer
• 

  National STEM Consortium

  Aug 2015 - Oct 2015

  Open Labs Technician

  Responsible for the setup, operation and maintenance of the computer laboratories, as well as providing students with technical advice and guidance on the Cisco switches and routers.

• 

  Optiv Inc

  Oct 2015 - now

  • Briefing new clients on operational execution and expected outcomes.• Technical/tactical discussions on operational activities as they related to cyber threat actor operations.• Look for opportunities to recommend technologies that would improve clients' overall security posture.• Provide technical and product support for Managed Services.• Support client sales team throughout the life cycle.• Translate disparate MSS operational cell execution outcomes to executive leaders and act on technical guidance. • Provide client product knowledge & support to encourage renewals. Show less • Work with staff of higher tiers to establish procedures for task handling, initial troubleshooting and escalation to customer, partners and internal staff as appropriate.• Receive and acknowledge customer tickets, obtain clarification if needed and assign to appropriate level with appropriate timeframe and urgency.• Post regular updates to client tickets per SLA requirements, procedure guidelines and at the direction of staff of higher tiers.• Follow established procedures and policies to perform responsibilities, manage client requests and acquire required product training and certifications.• Develop product, technical and security skills in order to perform more advanced service tasks and troubleshooting.• Participate in knowledge sharing and training from Senior MSS Support Agents and higher tier staff on procedures and use of security products.• Escalate unresolved problems to higher tier staff when needed within SLA timeframes.• Apply escalation guidelines.• Contribute to Knowledge Base and share technical info.• Decode error messages and provide corrective action• Document “most often asked questions”• Search Vendor’s Knowledge Base and other sources for known issues• Comply with established response times. Show less

  • Client Success Manager

    Jan 2019 - now

  • Senior MSS Support Agent

    Oct 2015 - Jan 2019