Teams at UDT

Supports Field Account Managers by preparing quotes, configuring technology products, processing orders, handling initial RMAs, and responding to customer questions. Provides access and guidance for digital tools, monitors shared support queues, tracks response metrics, communicates order and pricing updates, and proactively follows up on open requests. Builds customer and internal relationships while maintaining product knowledge and ensuring accurate, timely service, including compliance with government and education purchasing contracts where applicable.

Manage UDT’s 24x7x365 security operations center and managed detection and response delivery. Lead SOC supervisors, analysts, and dispatchers; oversee incident detection, investigation, escalation, containment coordination, playbooks, on-call coverage, partner governance, detection tuning, MITRE ATT&CK coverage, SLAs, metrics, customer reviews, compliance, and team development. Serve as the senior escalation point for high-severity incidents and primary SOC contact for clients and leadership.

Provides first-level NOC engineering and technical support for client network and system environments. Monitors infrastructure, troubleshoots LAN/WAN connectivity, routers, switches, firewalls, servers, VPNs, and security systems; manages incidents, escalations, service tickets, SLAs, disaster recovery, and client communications. Installs and maintains network, server, desktop, and virtualization configurations, documents environments, supports outages, and contributes to network deployments, security practices, and operational improvements.