Dillon Burns
Technical Account Manager
Kenmare,Co Kerry
Summary
18 years enterprise-class, cutting-edge, professional IT industry experience | 9+ years cybersecurity professional at Carbon Black | 4+ years TAM at Carbon Black | Familiar with cybersecurity applications, models and frameworks | Proficient and accomplished in a diverse range of operating system architectures and application network stack and virtual environments | Highly adept break-fix troubleshooter | Growth-mindset activated | Perpetually looking to learn and self-improve | High degree of ownership and self-sufficiency | Proven industry track record | Trusted with key strategic partner/customer relationships and accounts | Committed to customer success | Remote
Objective: tojoin a driven, dynamic and innovative organisation where I can utilise my technical-creative skills and experience as a Technical Account Manager to develop and nurture business critical relationships | To grow professionally and as a person through service to clients, colleagues and the team alike, as we strive towards great success.
Overview
20
20
years of professional experience
Work History
Technical Account Manager, Global Support, EMEA
VMWARE CARBON BLACK
01.2020 - 02.2024
- Company Overview: >4 years as TAM to key strategic enterprise-class business accounts in EMEA within fortune 100 security enterprise cutting-edge ecosystems
- Handed multiple key accounts simultaneously
- Provided high level, close contact technical support to premium account customers SOC and infrastructure teams
- Ensured customer success through proactive periodic health checks, product training, developing and sharing best practices
- Served as customer advocate with internal Carbon Black stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties and added to PM roadmaps where applicable
- Maintained control of the overall resolution for sensitive, escalated cases, leading cross-functional groups as needed
- Developed high level competence in all Carbon Black flagship products, EDR, AppControl, and CBC and integrated stack & intelligence related components
- Participated in recruitment processes, screening, interviewing potential candidates for open team positions
- Trained and mentored new employee's during onboarding or in other scenarios where colleagues required developmental support
- >4 years as TAM to key strategic enterprise-class business accounts in EMEA within fortune 100 security enterprise cutting-edge ecosystems
Senior Technical Support Engineer, GLOBAL Support, EMEA
CARBON BLACK
04.2017 - 01.2020
- Advise our strategic, enterprise and commercial customers through technical troubleshooting and issue resolution by bringing together internal and external stakeholders for issue resolution
- Serve as the primary contact for all unresolved issues that are escalated within the Tech Support team, communicating with customers and team members to troubleshoot as necessary
- Triage, qualify, prioritize, document, and communicate all confirmed issues to our Engineering teams and key stakeholders
- Raise issues at risk of breaching SLAs or that put a customer at risk
- Influence product development by consolidating and sharing customer feedback with Product Management and engineering teams
- Good knowledge on database and SQL queries
- Incident/problem management - good at root cause analysis, troubleshooting and debugging the application to resolve production incidents reported
- Diagnose and resolve escalated issues with high proficiency in Linux, networking, Kubernetes and data storage, minimizing downtime
- Lead complex troubleshooting efforts and document solutions for use across teams
- Utilize in-depth networking knowledge to troubleshoot and optimize network configurations
- Ensure clear, professional updates to customers, explaining complex issues in a user-friendly way
- An understanding of Windows and Linux based Sniffers (Wireshark, TCPDump)
- Strong knowledge in virtualized Environment
- Knowledge of: VMware, Citrix, Docker, Kubernetes
- Experience with Linux Operating Systems
Escalation Engineer, Senior Technical Support, Global Support Services
VMware International Cork, Ireland
12.2014 - 04.2017
- Company Overview: VMware was the market leader in virtualization and cloud infrastructure solutions with innovative products that transform the way business's build, deliver and consume Information Technologies
- Escalation Engineer with the Global Support Services Team
- Provided senior back line support to VMware’s customer-facing engineers
- Handled some of the most politically sensitive and technically challenging cases that VMware faces with its customers
- Deep understanding of VMware’s virtualization technologies
- Deep understanding of system architecture and infrastructure components
- Working closely alongside core development and engineering teams and being the “go to” person for experienced engineers who required senior guidance
- VMware was the market leader in virtualization and cloud infrastructure solutions with innovative products that transform the way business's build, deliver and consume Information Technologies
Technical Support Engineer (L3), Global Support Services (GSS)
VMware, Inc
05.2011 - 12.2014
- Provided first class, level 3 support for VMware’s flagship product “VMware vSphere” and its accompanying suite of products for global customers and partners in a proactive and re-active manner
- Worked alongside some of the brightest minds in the industry
- Grew tremendously technically and also personally as a team member, providing mentoring and support to other engineers and colleagues
- The role centered on a commitment to excellence, something I believe passionately in
- Supported business-critical applications for some of the biggest companies in the world
- Member of a team (GSS) described as the “best of the best” in IT support excellence and is a melting pot for ideas and technical solutions
- Other elements to the role include lab work to re-create software errors from client’s environments liaising with field engineers and sales engineers, creating knowledge-based articles and troubleshooting guides and documentation
Systems Administrator
SEGA Europe Ltd
05.2006 - 05.2008
- Company Overview: SEGA Europe Limited is a video games publisher and developer within the western market and is a world leader in the provision of interactive entertainment
- My role at SEGA was diverse and involved the administration of critical back-office systems for the corporate function of SEGA Europe, which includes supporting data center sites in London, Paris, Munich, Madrid and Amsterdam
- The role was a collage of Windows and Linux OS administration, application administration, tier 3 support, 3rd party software implementation, go-live project-based work and client facing roles
- SEGA Europe Limited is a video games publisher and developer within the western market and is a world leader in the provision of interactive entertainment
- Implementing key projects across the business e.g
- European archiving project, European DFS project
- Taking ownership of support and administration for the Red Hat Oracle E-Business finance suite infrastructure
- The development of a NOC for SEGA’s European corporate server infrastructure (200+ physical servers 6+ sites) based on MS Systems Center Operations Manager
- The implementation of security hardened Linux systems for key perimeter services
IT Infrastructure Support Engineer
City-Link Initial
01.2005 - 01.2006
- Company Overview: City Link is the UK’s leading Premium Express Delivery Company providing high quality, flexible and innovative courier services across the UK, Ireland and Worldwide
- My role was as a tier 3 Linux administrator tasked primarily with supporting the company’s Linux-based call centres
- This involved whole site installs, upgrades and the support of business critical systems and services
- The role also included tier 3 ticket support; implementing back up and DR policies; ad-hoc project work; and server building
- City Link is the UK’s leading Premium Express Delivery Company providing high quality, flexible and innovative courier services across the UK, Ireland and Worldwide
- Installation, administration and support of business critical VOIP-based call centres around the UK
- Successful development of client and stake holder relationships, instilling confidence in new technologies and IT’s ability to deliver them
- Administration of company HR and Finance solution, servicing 5000 users
Desktop and Applications Support Engineer
City-Link Initial
01.2004 - 01.2005
- My first role in IT, I was the primary Desktop Support Engineer and the face of IT Support for 200 users at the company’s Head Office resulting in a busy, dynamic and fast-learning support experience
- Key tasks included supporting Windows platforms and applications including bespoke and legacy applications; performing Desktop and Laptop builds and repairs; and supporting a Tandberg video conferencing system for senior management
- Adapting and managing the steep learning curve of a new career
- Promotion from 1st line role into 3rd line support and project based position
- Accomplishing highly effective support in an environment of wide ranging IT literacy from temporary employees, to IT colleagues, to company Directors
Education
9 GCSE‘S -
3 A Levels - undefined
Skills
- Familiar with cybersecurity applications, models and frameworks
- Proficient in diverse operating system architectures and application network stack
- Highly adept break-fix troubleshooter
- Growth-mindset activated
- Perpetually looking to learn and self-improve
- High degree of ownership and self-sufficiency
- Proven industry track record
- Trusted with key strategic partner/customer relationships and accounts
- Committed to customer success
Education And Certifications
- Carbon Black EDR Certified
- Carbon Black AppControl Certified
- CompTIA A+ Certified
- VMware Certified Associate – Data Center Virtualization (VCA)
- VSphere 5 trained
- Red Hat RH033 trained
- Red Hat RH301 trained
- ITIL Foundation trained
- 9 GCSEs
- 3 A Levels
Personal Information
Total Experience: 18 years enterprise-class, cutting-edge, professional IT industry experience
Timeline
Technical Account Manager, Global Support, EMEA
VMWARE CARBON BLACK
01.2020 - 02.2024
Senior Technical Support Engineer, GLOBAL Support, EMEA
CARBON BLACK
04.2017 - 01.2020
Escalation Engineer, Senior Technical Support, Global Support Services
VMware International Cork, Ireland
12.2014 - 04.2017
Technical Support Engineer (L3), Global Support Services (GSS)
VMware, Inc
05.2011 - 12.2014
Systems Administrator
SEGA Europe Ltd
05.2006 - 05.2008
IT Infrastructure Support Engineer
City-Link Initial
01.2005 - 01.2006
Desktop and Applications Support Engineer
City-Link Initial
01.2004 - 01.2005
3 A Levels - undefined
9 GCSE‘S -
Similar Profiles
Jacob BarosinJacob Barosin
Solution Architect at VMware Carbon BlackSolution Architect at VMware Carbon Black
Ronald SilvioRonald Silvio
Software Release Engineer at VMWare Carbon BlackSoftware Release Engineer at VMWare Carbon Black
Ali MalliAli Malli
Associate Consultant at VMware Carbon BlackAssociate Consultant at VMware Carbon Black
David RuizDavid Ruiz
Academic Coordinator I at European University of MadridAcademic Coordinator I at European University of Madrid
Clifford BeardClifford Beard
Transportation Technician 3 at North Dakota Department Of TransportationTransportation Technician 3 at North Dakota Department Of Transportation