Andrew Knowlson

Background

About Andrew Knowlson

EMEA Technical Account Manager Lead at FireMon | Expert in Network Security Policy Management (NSPM)| Customer-Centric Problem Solver With over two decades of experience in technical support and installations across the UK and EMEA, I have honed my skills in providing top-tier customer service both on-site and remotely. My career journey since 1996 has allowed me to gain invaluable experience across diverse organizations, from large Tier 1 enterprise vendors like Oracle to innovative start-ups such as Xsigo Systems and jetNEXUS. I have also worked within a Tier 4 Datacentre (Anite), where I became adept in change control, PCI-DSS, security practices, and technical support processes including call handling and SLA management. Currently, I serve as the EMEA Technical Account Manager Lead at FireMon. In this role, I advocate for designated customers and ensure their needs are effectively managed across all offerings, including services, training, support, and product development. I prioritize customers' technical issues and communicate these priorities to support and development teams, update the status of service projects, relay the needs and urgency of RFEs to product management, and provide valuable input into the product roadmap. In recent years, I have focused on Network Security Policy Management (NSPM), embracing cutting-edge technology and solutions with enthusiasm. This has been particularly rewarding, allowing me to work at the forefront of technological advancements. Throughout my career, I have been recognized and promoted to leadership positions, including Team Leader and Support Manager roles. I excel whether working independently, collaborating within a team, or leading one. This has equipped me with a robust technical background in designing, supporting, and managing networks for SMBs to enterprise-level clients. My strengths lie in my exceptional customer-facing and remote troubleshooting skills, consistently earning excellent customer feedback and accolades. I am committed to exceeding customer expectations, and ensuring comprehensive and thorough root cause analyses. I have several qualifications some are listed below: Juniper JNCIA - Cisco CCNA - Watchguard WCSP -Watchguard WSP - Sonicwall CSSA - FireMon FMSE