Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Steve Stockmal

Steve Stockmal

Patterson,CA

Summary

Highly motivated Escalation & Support Professional with 20+ years experience providing exceptional customer support in global fast-paced, high-volume Enterprise environments. Possesses leadership skills to deliver enterprise-level post-sales support. Strong critical thinking, troubleshooting and problem solving abilities with superior communication skills.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Career Break

Time Off
Patterson, CA
02.2023 - Current
  • Moved elderly in-laws into our home and helped with their care.
  • Provided community project management support for Frontier Communications on a much needed ISP quality upgrade in our area.

Career Break

Cisco Systems, Inc.
San Jose, CA
02.2020 - 10.2024
  • Led a 12+ member cross-functional ISE 3.0 Adoption leadership team that was accountable to ensure that Enterprise Networking Solutions and Deployments were rapidly adopted and exceptionally successful.
  • Identified & removed deployment blockers early in customer journey.
  • Increased field confidence in ability to sell and support by 20%.
  • Coordinated with partners and sales teams to better operationalize customer use cases.

Cloud Technical Account Manager (TAM)

Check Point
San Carlos, CA
09.2021 - 02.2023
  • Built and managed customer relationships for approximately 20 Enterprise customers across
    multiple verticals for the CloudGuard SaaS CNAPP / CSPM cybersecurity platform.
  • Drove operationalization,retention, renewals, training and expansion opportunities for
    Enterprise customers.
  • Acted as a point of escalation for support tickets & feature requests.
  • Collaborated cross-functionally with Solution Architects, Support, R&D, Product Management and Sales to ensure customers realize full value from their investment.
  • Ensured product development remained aligned with customer’s requirements and priorities.
  • Proactively identified accounts at risk, resolved outstanding issues and minimized churn.

Escalation Engineer

Cisco Systems, Inc.
San Jose, CA
05.2018 - 02.2020
  • Fortunate opportunity to rejoin the Cisco team I worked on previously from 2013-2014.
  • Led an ongoing “War Room” type effort to assist in the timely resolution of software
    defects.
  • Maintained updates on Escalation cases for two most recent software versions.
  • Built relationships with key decision-makers resulting in a 15% increase in customer satisfaction.

Solutions Support Engineer

Cisco Systems, Inc.
San Jose, CA
10.2017 - 05.2018

Senior Technical Support Engineer

Norse Networks
Hillsborough, CA
11.2016 - 05.2017

Technical Support Engineer IV

Vocera Communications (now part of Stryker)
San Jose, CA
03.2016 - 11.2016

Systems Engineer (Contract)

Apex Systems
Tracy, CA
01.2015 - 01.2016

Escalation Engineer

Cisco Systems, Inc.
San Jose, CA
08.2013 - 10.2014

Senior Network Architect

Intermountain Healthcare
West Valley City, UT
08.2008 - 08.2013

Education

Bachelor of Science - Psychology

Fitchburg State University
Fitchburg, MA

Skills

  • Influencing without Authority
  • Technical Support
  • Troubleshooting
  • Problem Solving
  • Customer Service
  • Negotiation
  • Presentation Skills

Accomplishments

  • Leadership - Led a technical team of 10-12 Network Engineers to deploy Cisco Network Admission Control (NAC) for security and compliance purposes at Utah’s largest Healthcare system.
  • Customer Advocacy - Strategized regularly with support team to increase efficiencies which resulted in 50% reduced MTTR for customer support tickets.
  • Customer Satisfaction - Efforts regularly and consistently resulted in higher NPS and CSAT scores.
  • Troubleshooting - Resolved complex technical issues for customers resulting in significantly higher customer satisfaction ratings.
  • Teamwork - Collaborated regularly and consistently with cross-functional teams to dramatically improve processes and reduce response and resolution times.

Certification

  • AWS Certified Practitioner
  • SuccessCoaching CCSM Level 1 & 2
  • ITIL v3 Foundation
  • CompTIA Network+

Timeline

Career Break

Time Off
02.2023 - Current

Cloud Technical Account Manager (TAM)

Check Point
09.2021 - 02.2023

Career Break

Cisco Systems, Inc.
02.2020 - 10.2024

Escalation Engineer

Cisco Systems, Inc.
05.2018 - 02.2020

Solutions Support Engineer

Cisco Systems, Inc.
10.2017 - 05.2018

Senior Technical Support Engineer

Norse Networks
11.2016 - 05.2017

Technical Support Engineer IV

Vocera Communications (now part of Stryker)
03.2016 - 11.2016

Systems Engineer (Contract)

Apex Systems
01.2015 - 01.2016

Escalation Engineer

Cisco Systems, Inc.
08.2013 - 10.2014

Senior Network Architect

Intermountain Healthcare
08.2008 - 08.2013

Bachelor of Science - Psychology

Fitchburg State University

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Steve Stockmal