Brad Kintscher

Experience

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  Freelance Musician

  Jan 1988 - Jul 2005

  Freelance musician

  Played studio recordings for major motion pictures, television, jazz, rock, and pop records; Symphony, opera and chamber orchestra concerts, solo recitals, and long running Broadway shows.

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  Symantec

  Sept 2006 - Nov 2019

  Responsible for the system administration of Symantec.cloud Anti-spam products; playing an active role in monitoring and responding to the ever changing threat landscape.Working on customer escalations utilizing the Salesforce CRM tool, primarily responding to False Negative and False Positive reports, escalating where necessary.Working closely with analysts to raise the customer experience to the highest level, including participating in the planning and deployment of new/updated detection techniques.Resolving technical issues escalated by Support Analysts concerning the Symantec.cloud Anti-spam products in a professional manner ensuring all work is carried out to agreed priorities and deadlines.Participate in customer escalations relating to accuracy issues defining resolutions steps where necessary.Monitor third-party security related websites, forums, and mailing lists for information regarding vulnerabilities and exploits.Delivering on the job and formal training to the various Symantec departments in order to minimize the number of issues that require escalation to Anti-Spam Operations Team. Where appropriate, to hand over tasks to the support organization ensuring all processes & procedures are adequately documented.Identify opportunities to develop tools to automate repetitive tasks feeding those requirements to the Development teams.Providing remote out of hours support via an on call Rota, escalating service events to Management when appropriate.Adhering to procedures and implementing improvements as suggested by other team members.Comfortable, confident and assertive in both written and oral communications. Show less Single technical point of contact for all Symantec Messaging Security products, including Symantec Messaging Gateway, Symantec Message Filter, Mail Security for Exchange and Mail Security for Domino.Supported Fortune 100 customers with large-scale mail environments and managed their technical cases until resolved. Served as advocate for the customers with internal teams.Regularly resolved cases for escalated customers by working with project managers, internal engineering and spam effectiveness teams to provide quick and satisfactory resolution to customer issues.Configured virtual environments to recreate customer issues. Installed and configured multiple mail servers, (Exchange, Domino, postfix, sendmail), antispam and antivirus products, DNS, Active Directory, LDAP, etc. Utilized Linux tools to automate and script tests and review logs.Reviewed customer’s submissions for false positive and false negative messages to determine which rules we triggered and if they are still in effect. Worked with the spam effectiveness team directly to have submissions reviewed and any rule updates made to quickly resolve effectiveness issues for customers.Beta tested new product builds.Documented all case activity to the case management system.Wrote new and edited many public facing knowledge base articles.Presented webinar training for BCS customers and Business Account Managers on email message tracking.Developer and System Administrator for an internal websiteThe site monitored account assignments, RPS time off and backups, tracks current customer entitlements, generates reports, templates and metrics, as well as various other department needs.Maintained, designed and coded the website which is programed in PHP, HTML, CSS, and JavaScript and runs on a Linux based Apache, MySQL backend. Responsible for maintaining the servers and updating and installing software as required. Show less

  • Security Response Manager - Antispam Antivirus Operations

    Apr 2016 - Nov 2019

  • Technical Account Manager - RPS

    Sept 2006 - Nov 2019
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  Broadcom Inc.

  Nov 2019 - now

  Security Response Manager - Threat Intel Officer

  Perform two duties:Security Response ManagerManaging the progress of security incidents for Symantec customersCoordinating, documenting, and tracking activities of various functions within Security ResponseWorking close with Engineering, QA, Support, PR to ensure that all deliverables are completed on timeThreat Intel OfficerDocumenting research work and produce blog content for Security Response's Symantec Connect BlogIdentifying and researching potentially new and emerging security threatsCoordinating response against various security issues/incidents such as 0-day vulnerabilities, targeted attacks, etc Show less