Sören Lohdal Petersen

Product Support Engineer for the Cisco IronPort ScanSafe SaaS (Software-as-a-Service) based WebSecurity solution. Acting as a liaison between Customers and Customer Support on one side, and OPS, Engineering, QA, and Product Management on the other side, with the goal of providing the customer the best product and service possible.

- Expert level customer support on the Cisco IronPort Email Security product range. - Project Manager in larger global project with goal of improvement of IT processes within Incident Management - Developing training material and conducting technical training sessions for other Senior and Junior Customer Support Engineers at Cisco IronPort Customer Support. - Coaching Junior Customer Support Engineer on technical as well as call handling. - Coaching in writing Knowledge Base articles.

- Support specialist on SonicWALL Email Security software and appliances. - Providing enterprise level support on the high end SonicWALL E-class product range. - Writing and providing technical training of lower level engineers. - Handling escalations towards the Engineering Department. - Creating Technotes