Thomas Ho
Diamond Services Escalation Engineer at Check Point Software
Based in Ottawa, Canada
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Seniority
Staff
Department
Other
Location
Ottawa
Industry
Computer and Network Security
Company size
8.4K
Contact information
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t•••••••@checkpoint.com
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Background
About Thomas Ho
2019 - Present Day Engineer, Escalations/Diamond Services Check Point Software Technologies, Ottawa-Supported/managed a profile of Check Point Diamond level customers-Work with Executive management and coordinate with R&D teams to resolve issues requiring complex technical solutions-Handled escalated tickets from frontline/senior technicians-Manage phone queue and lead major incident investigations-Primary responder for network down/critical severity incidents-Technical evaluator for hiring process-Create RCA documents and verify data accuracy-Manage projects and escalations. 2013 - 2019 Firewall support Engineer Check Point Software Technologies, Ottawa-Supported/managed a profile of Check Point customers with troubleshooting, planning, implementation of equipment/software and upgrades. Replicated/debugged customer’s environments-Took incoming calls and assisted with critical network issues-Managed a queue of cases and completed ongoing investigations-Staged upgrades. Audited network environments for security issues and recommended best practices-Created SOP and upgrade documents. Mentored junior engineers-Wrote public knowledge articles. 2006-2006 Desktop Repair Technician The Trailing Edge, Canada, Ottawa-Assisted customers with home PC queries and troubleshooting issues. Both hardware and software issues handled-Performed PC building requests for customers-Provided customer recommendation for upgrades in both hardware and software
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