Kevin David

14 posts

Kevin David is Director, Global Technical Support who not only loves technology, but getting the most out of himself and others around him. To do this he leverages his past experiences in everything from startups to Fortune 500 companies which gives him a very broad base to work from. When he’s not online, Kevin is offline either Nordic skiing or road cycling with his wife Angela. Writing for the SecureSpeak blog gives Kevin another opportunity to freely share his experience with others, which is something he loves to do.

5 Reasons to Update Your WinMagic SecureDoc Investment

We all use software in our daily lives. Some of it is for personal use, and some of it to support the enterprises that we work for. In both cases, it is in our best interests to keep that software up to date. When it comes to WinMagic products specifically, there are benefits that come…

Leave the Hassle and Expense of the Password Era Behind

Leave the Hassle and Expense of the Password Era Behind Businesses often fall into the costly trap of repeating the same processes year after year, never taking the time to consider whether alternative, and potentially more efficient, approaches have become available. Particular ways of working can get so ingrained into a business’s routine operations that…

Support during COVID

We live in difficult times at the moment, and that has as a result has changed the way we all work. WinMagic Support is no different as we’ve had to change to support our valued customers. To that end, let me take a moment to speak about how we continue to provide the support that…

Your Feedback Is Important To Us

For me, the title of this blog entry isn’t just a marketing slogan or a catch phrase. It’s something that I take very seriously because, just like the metrics that I keep track of, acting on feedback from customers allows the Technical Support team here at WinMagic to improve to serve you better. That’s the…

Why I Choose to Let our Employees work from Home

I once worked for a company who didn’t believe in Technical Support employees working from home, despite having all the technology in place to allow that to happen. Their reasoning? Technical Support employees couldn’t be effective if they were not in the office. I’ve always thought that thinking was flawed, and my experiences with the…

How Can I Help You?

Recently, I was on the phone with a customer who asked me this question: “How can we better help you to help us?” That’s a question that I was not used to getting. But it made me think about what customers could do to get better tech support. I ended up taking a day or…

Yes, I Do Take Support Calls

One of the things that is unusual about me is the fact that I like to take customer support calls. Now you might find that weird as I do run a global support organization, and presumably I have better things to do than to take tech support calls when I have a staff that I…

4 Keys to Building an Independent Support Team

Recently I was on a call with a customer where one of my Team Leads and the Support Agent did most of the talking. Part way through the call, the customer asked me why I wasn’t saying anything. My response was that both my Team Lead and Support Agent had a plan that made sense…

Sending the Elevator Down for the Next Generation

To be frank, I wouldn’t be where I am right now if I didn’t cross paths with people who believed in me and gave me a chance. Thus I need to send the elevator back down to bring the next generation of talent up to where I am. That’s why I was thrilled to have…

4 Building Blocks of an Exceptional Customer Experience

Since I became Senior Manager of Technical Support at WinMagic about seven months ago, my mandate has been to take the support organization here to the point where they were consistently delivering an exceptional customer experience. To do that, I needed to build a solid foundation using the skills and observations that I have acquired…