Timothy “Timmy” Forson is one of Avast’s business products finest Support Specialists. He began working at Avast on June 1st, 2015. We sat down to learn more about one of our support Hall-of-Famers. This is 5 questions with Timmy!
1. What is your role at Avast Software?
Senior Support Specialist. Basically I support all our business solution customers, from Endpoint and Server protection to Avast for Business via email, phone, and chat. I work from our Charlotte, North Carolina office.
2. What is your approach to supporting customers?
First, I analyze the customer’s issues one step at a time, this way I can gather a clear and concise picture of the overall problem. Then through a streamlined method of troubleshooting, I can provide a solution for the customer’s issue and communicate that as plainly as possible.
In this, I am not only solving the customer’s issue but also educating the customer about what caused the issue and how it can be further avoided. This way the customer walks away truly feeling how much they mean to us and not just like another number to the company. We want our customers to have a positive experience with support.
3. What is your favorite part of chat support?
Not knowing what will show up in chat next. It is very rewarding taking someone’s bad day and turning it around just like that.
4. A lot of us have been “that customer,” the one that runs to support for something obvious. What is the funniest issue you’ve ever had to resolve? (KEEP IT G-RATED TIMMY )
This would have to be a customer that came into chat one day and needed help downloading the installer file from the console. I asked the customer to click on the blue “add new devices” button. They looked all over that page for the button and could not find it….about 30 seconds later they reply ”…oh…the blinking blue button that says ‘add new devices?” ….Yes….that is it I replied. Everyone has those moments.
5. Traditionally the last question is not work related. I understand you fly stuff. Tell me all about that, then tell me what your favorite plane is and why?
I have been flying since the age of 14 (it runs in the family). I started out in a J-3 Piper Cub and rapidly moved my way up through the Cessna Caravan and also have time in a B-200 King Air and a BeachJet 400.
Currently, I fly search and rescue for the Civil Air Patrol (CAP), an auxiliary of the U.S. Air Force. We conduct 95% of all homeland search and rescue missions. We operate a beefed-up Cessna 182, and the Gruman GA-8.
Since the launch of Avast for Business, a free, cloud-managed security solution, in February 2015, organizations worldwide have deployed it to protect more than one million PCs, Macs, and servers from cyberattacks and data breaches.
Avast for Business is successful across diverse sectors
Avast for Business is extremely popular with Education, Non-profits, Retail, Healthcare, IT consulting firms, and small business because many organizations lack the IT resources to install costly and complex security solutions. Avast for Business is easily scalable and managed from anywhere. Additionally, Avast for Business starts at a price everyone can afford: Free, making it a natural fit for organizations worldwide.
Education IT admins value easy deployment, management, and the free cost
The sector that has embraced Avast for Business whole-heartedly is Education. IT administrators from universities, school districts, private and charter schools, libraries, and museums all tell us that ease of deployment and management is at the top of their security solution wish list. The fact that it’s also free makes it an easy decision.
AVAST Free for Education protects schools while significantly decreasing IT costs for security.
The beginning of the 2014/2015 school year is here. Parents and children are ready after a long summer break, but are schools prepared for the start of the new academic year?
AVAST surveyed more than 900 school IT professionals who participate in the AVAST Free for Education program and found that in terms of technology, schools are not as well equipped as parents expect.
- 8 out of every 10 schools surveyed by AVAST said they do not feel they have adequate funding to keep up-to-date with technologies
- 1 out of 5 schools still run Windows XP, and 12% of these schools said they do not intend to upgrade the unsupported operating system
Failing to upgrade to the most up-to-date software not only makes machines vulnerable to attacks, but also hinders the amount of programs that can be used by teachers and students. Keeping up with the most current technology is vital, as it has become ubiquitous in daily life, making it a valuable skill for children to have for the future. Despite technology’s important place in education,
- 4 out of 10 school’s IT budgets are slashed for the upcoming school year
- More than a quarter of schools have a $0 IT budget for this year
Technology in schools is not limited to instruction. Sensitive information about faculty, staff, and students is stored on administrative computers. This information needs to be protected from cybercriminals, which is difficult for schools with little to no IT budget. Schools without adequate protection put local families, faculty, and expensive hardware at risk.
AVAST Free for Education helps schools by providing them with enterprise-grade antivirus protection for free, saving school districts an average of $14,285 a year. The AVAST Free for Education program saves school IT departments money they can spend on software and hardware upgrades or use for supplies and salaries.
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Those of you who manage Windows servers and endpoints for SMBs or enterprise will be interested to read the latest review of avast! Endpoint Protection Suite from eSecurity Planet. Technology journalist Paul Rubens looked into the nuts n’ bolts of our business product and found the same award-winning multi-layered protection approach as the consumer products –with the addition of server protection and a choice of two central management consoles, Small Office Administration or Enterprise Administration.
The web-based Small Office Administration console is designed for companies with up to 200 end users. Unskilled administrators have a user-friendly central window which controls all functions of endpoint and server security. Despite its simplicity, it offers remote installation and updates of endpoint software, scanning and remote running of scan jobs, and virus activity reporting. There’s also an auto-discovery of new/unprotected or “rogue” machines connected to your company network.
The Enterprise Administration console is accessed as a Windows application and offers sophisticated functionality for skilled IT staff. Admins manage devices organized in a hierarchical tree structure based for example, on the geographical or organizational structure of their network, which makes it possible for them to assign administration access rights and policies. It also includes customizable alerting so they can receive a warning by email regarding activity on your network that warrants their attention.