Sean Atchison
Escalation Manager
Sterling,VA
Summary
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated technical expertise, including networks and systems.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Escalation Manager
Verisign
Reston, VA
12.2016 - Current
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Reduced workflow inconsistencies by creating detailed process documentation with specific work instructions
- Trained and developed personnel to reduce new service implementation time-frames and improve DDoS mitigation activation intervals
- Liaised with personnel from internal groups to secure training and necessary systems access to migrate responsibilities to Tier 1 Support from Tier 2 and Tier 3
- Maintained incident management responsibilities and communicated status updates to internal and external stakeholders
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Communicated best practices among local and remote customer support personnel to align efforts and goals.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel and created exercises focused on developing key skills.
Team Lead - DDoS Support
Verisign
Reston, VA
09.2013 - 12.2016
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Participated in cross-functional team-building activities.
- Coached team members in techniques necessary to complete job tasks.
- Created detailed process documentation and work instructions for team members
- Created and conducted training for local and remote Support Engineers
- Acted as first escalation point for all implementation and service issues
DDoS Engineer
Verisign
Reston, VA
03.2012 - 09.2013
- Activated DDoS mitigation, evaluated attack traffic, added appropriate countermeasures
- Implemented new services for existing and new customers
- Created process documentation and work instructions for new service and mitigations activities
- Trained new hires
Technical Support Representative
Verisign
Reston, VA
03.2011 - 03.2012
- Provided support to external Registry and Managed DNS customers
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Researched resolution tactics to address customer concerns.
Education
Bachelor of Arts - Mathematics
West Virginia University
Morgantown, WVSkills
Training and Development
Excellent Communication
Analytical and Critical Thinking
Teambuilding
Certification
JNCIA
Timeline
JNCIA
08-2020
Escalation Manager
Verisign
12.2016 - Current
Team Lead - DDoS Support
Verisign
09.2013 - 12.2016
DDoS Engineer
Verisign
03.2012 - 09.2013
Technical Support Representative
Verisign
03.2011 - 03.2012
Bachelor of Arts - Mathematics
West Virginia University