Home - Derek Engel

About Me

Hello! I’m Derek Engel.
Technical Account Manager from Hackettstown New Jersey. Skilled in handling heated customer situations, providing advisory support on complex, repeatable, or escalated cases, leading to actionable resolutions.

Location: Hackettstown, NJ

Testimonials

Top-notch designated support engineer, destined for C-Suite. Derek's unparalleled communication skills allow him to influence change within organizations. His finesse for working in challenging Fortune 500 production environments ensures his customers get their money's worth out of their Symantec products and maximize their data security. He expertly balances corporate initiatives with customer requests and thinks outside the box to drive problems to resolution. Self-driven, knowledgeable, proactive, and passionate for all things cybersecurity - he's a key player you want on your team.

Gina Lewis

Cyber Security Visionary

Derek is a master at his craft. During my time as Altiris Administrator at a very large medical company, he was an integral part of our success. Thanks to him, the product is now widely adopted and well received.

Michael Wade

Solutions Architecture at Amazon Web Services

Resume

Professional Attributes

Highly motivated and responsive technical account manager with a focus on premium technical support for large enterprise customers.
Skilled in handling heated customer situations, providing advisory support on complex, repeatable, or escalated cases, leading to actionable resolutions.
Active listener and problem solver, quickly absorbing new information.
Experienced information systems professional with over 20 years in end-user support, seeking a hands-on, project-oriented position as a technical leader.
Self-motivated with the ability to work with minimal supervision.
Deep understanding of customer environments and business objectives.

Skills

Expert in Endpoint Management, including Patch Management, Software Delivery, Inventory, and OS Deployment.
Extensive enterprise support experience with a strong understanding of corporate account needs.
Proficient in Microsoft SQL Administration and Performance Tuning.
Skilled in Microsoft PowerShell Automation.
Comprehensive knowledge of Windows Operating Systems, Active Directory, SQL Server, Hyper-V, and Networking technologies.
Expertise in installing, maintaining, and troubleshooting complex PC and Server issues.
Strong organizational, communication, project management, and problem-solving skills.

Experience

2007 - Present

Principal Technical Account Manager

Broadcom

Reproduce technical problems, diagnose causes, identify temporary and interim solutions, and communicate status updates to clients.
Distinguish between application database, operating system, network, and hardware problems, taking ownership of issues through to resolution.
Act as the primary technical point of contact for customer escalations.
Develop, maintain, and present comprehensive case status reports both internally and externally to customers in regularly scheduled meetings.
Drive the implementation and resolution of all customer cases, staying on top of all customer issues.
Provide guidance on optimizing customer environments, including upgrade planning and change management.
Proactively identify technical risks and bottlenecks.
Assists customers in upgrade planning and change management.
Facilitate and coordinate technical resources.

2004-2007

Altiris Tools Engineer

Hewlett Packard

Successfully implemented Symantec IT Management Suite software to manage 50,000 endpoints.
Presented technical recommendations to upper management.
Distributed software to managed endpoints throughout environment.
Responsible for daily server maintenance running Altiris Client Management suite.
Successfully distributed 90% of Microsoft critical security patches to approximately 50,000 clients.
Use initiative to identify and pro-actively resolve issues.

Certifications

Microsoft 365 Certified: Endpoint Administrator Associate

Deploy Windows client
Manage identity and compliance
Manage, maintain, and protect devices
Manage applications

Certificate

Microsoft Certified: Azure Fundamentals

Describe cloud concepts
Describe Azure architecture and services
Describe Azure management and governance

Certificate

CompTIA Security +

Assess the security posture of an enterprise environment and recommend and implement appropriate security solutions.
Monitor and secure hybrid environments, including cloud, mobile, Internet of Things (IoT), and operational technology.
Operate with an awareness of applicable regulations and policies, including principles of governance, risk, and compliance.
Identify, analyze, and respond to security events and incidents.

Certificate

Certified Customer Success Manager (CCSM)

Certificate

Symantec Certified Specialist (SCS) – Symantec IT Management Suite

Deploy, configure, utilize, troubleshoot, and optimize Symantec IT Management Suite (ITMS). Specifically, these individuals are able to understand the benefits, components and solutions of ITMS; design and architect logical components of ITMS; describe Deployment Solution components; and troubleshoot communication, perform asset and inventory management, endpoint deployment, staging, software distribution, and manage software updates and reporting.

Certificate

Google Cloud Fundamentals: Core Infrastructure