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Alan Marcum

Alan Marcum

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@ Senior-level leader in customer support, escalations management, software engineering
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Education

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Massachusetts Institute of Technology

Master of Science - MS, Computer Science -
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Massachusetts Institute of Technology

Bachelor of Science - BS, Computer Science -
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Massachusetts Institute of Technology

Bachelor of Science - BS, Management Science -
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Manlius Pebble Hill School

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Work Experience

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Fortinet

2021-08-01 - 2023-04-01

Fortinet

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A10 Networks, Inc

2019-06-01 - 2021-04-01

A10 Networks, Inc

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Cisco

2011-04-01 - 2019-06-01

Cisco

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SAP Ariba

2004-04-01 - 2011-02-01

SAP Ariba

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Nesco

2003-03-01 - 2004-04-01

Nesco

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Continuous Computing

2002-04-01 - 2003-02-01

Continuous Computing

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RealNames

1999-01-01 - 2001-12-01

RealNames

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Apple

1997-01-01 - 1998-09-01

Apple

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NeXT Computer

1988-07-01 - 1996-12-01

NeXT Computer

Skills

Management Technical Support Escalations Management Customer Service Customer Relationship Management (CRM) Customer Service Management Sustaining Engineering Leadership Team Leadership Cross-functional Team Leadership People Management Cloud Computing CRM Enterprise Software SaaS Software as a Service (SaaS) Software Development Software Engineering Agile Methodologies Team Building

Summary

Senior-level leader who combines technology with a focus on the customer, making Tech Support a secret weapon. Specialty: bridging the gap between complex enterprise technology and the people who support its use. It's all about the people on the team. Tech support, escalation management, SaaS, enterprise software, cloud computing, Agile methodologies, coaching and mentoring, goal setting and performance management, performance evaluation, career development, KPIs, team building, analytics, cross-functional teams, sustaining engineering, continuous improvement, business processes

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