David Mahoney
About David Mahoney
David Mahoney is a Technical Team Lead and Incident Manager at Zerto, where he has worked since 2020. He has extensive experience in technical support and project management, having held various roles at companies such as EATEL Business and Extreme Reach.
Current Role at Zerto
David Mahoney serves as the Technical Team Lead and Incident Manager at Zerto since 2020. In this role, he is responsible for conducting backlog reviews and bug analysis to identify trends and propose resolutions. He conducts weekly meetings with Engineering Management to discuss critical escalations, aiming to improve operational consistency. David plays a key role in interfacing with Engineering Management to expedite critical escalations and ensure timely resolutions. His focus is on enhancing service levels and customer satisfaction by identifying deficiencies and recommending changes in workflow management tools and processes.
Previous Experience at EATEL Business
David Mahoney has extensive experience at EATEL Business, where he held multiple positions from 2010 to 2018. He began as a Customer Support Manager from 2010 to 2012, followed by roles as a Senior Systems Engineer and Backup Vault Administrator from 2012 to 2014. He then transitioned to a Delivery Services Project Manager from 2014 to 2018. Additionally, he worked as a Service Engineer from 2007 to 2009 and as a Senior Service Engineer for 10 months in 2009 to 2010. His time at EATEL Business provided him with a solid foundation in customer support and technical services.
Technical Support Experience at Extreme Reach
David Mahoney worked at Extreme Reach (formerly DG) from 2003 to 2006, where he gained valuable technical support experience. He started as a Tier 1 Technical Support representative for one year, then advanced to a 2nd Shift Team Manager for two years. His role involved overseeing technical support operations and managing a team, which contributed to his development in leadership and technical problem-solving skills.
Educational Background
David Mahoney studied at Suffolk University, where he earned a Bachelor of Science (B.S.) in Physics from 1989 to 1993. He furthered his education at the University of Massachusetts Boston, studying Applied Physics from 1993 to 1996. His academic background in physics has provided him with a strong analytical foundation, which he applies in his technical roles.
Skills and Responsibilities
In his current position and previous roles, David Mahoney has developed a range of skills in technical support and incident management. He engages L2 and L3 resources for escalations, providing consultations and coaching to engineers in need of assistance. His responsibilities include working with urgency to improve service levels and customer satisfaction, highlighting workflow deficiencies, and recommending process changes.