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Click here or scroll down to respond to this candidateCandidate's Name
Lewisville, TXPHONE NUMBER AVAILABLE EMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLECustomer Support EngineerResults-driven professional with extensive experience in technical support. Excels in problem-solving and data analysis to provide effective solutions to client inquiries. With a goal-oriented, time-sensitive mindset with the ability to handle several tasks at once, serves as a dedicated advocate for clients, catering to a diverse range of entities, including Fortune 500 companies and various government agencies, at national, state, and local levels. Flexibility to communicate technical concepts to everyone from CISOs to the end-user. A robust work ethic, innovative thinking, and a keen adaptability to the rapidly evolving technology landscape. Solution-oriented and process-driven. Demonstrates proficiency as a quick learner. As a strong communicator and problem solver, consistently surpasses expectations and technical metrics in previous roles. Key skills include:Data Loss Prevention Endpoint and Network.Hard drive and Removable Media Encryption.Collaboration and team communication.Process and Performance Monitor.Event Viewer Logs.WinDBG.Wireshark.Familiar with parsing and reading debug logs.SQL.TCP/UDP and OSI Model.Microsoft Office 365 Suite.IT Support Call Center Experience.ExperienceTrend Micro November/2022 January/2024Principal Customer Support EngineerAssigned to high value and critical clients to ensure they are satisfied with currently used products and offered suggestions to better optimize product use. Supported Vision One SaaS console, Apex One SaaS console, and Cloud One SaaS console.Used various troubleshooting tools, from Procmon, Perfmon, Wireshark to understand software deployment failures.Used various Virus and Malware databases to research threats logged, understand threats found in customer environments, and remediate threats.Used Salesforce system to document troubleshooting steps taken and Jira to escalate issues to engineering team.Provided exceptional customer service while responding to phone, email, and online requests for technical support offering one call/one contact resolutions benefiting client retention, experience and satisfaction.Build trusting client relationships by acting as a liaison between engineering and the client to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.Supported deployment, integration, and maintenance of Trend software products within clients environments.Managed a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions.Effectively interacted with the engineering teams to provide solutions for complex technical issues.Shared best practices with other team members to enhance the quality and efficiency of support.Maintained and expanded working knowledge of all current and unreleased Trend Micro products as well as their integration.Use of AWS to build virtual environments to replicate customer environments and issues that the customer was facing, ranging from a full lab with multiple servers including AD & DCHP, to importing a single system image to reproduce the issue.Deep Instinct October/2021 September/2022Technical Support EngineerTrained customers on how to deploy Deep Instinct Agent and navigate the Deep Instinct Console. Used various Virus and Malware databases to research threats logged in the Deep Instinct Console and understand how to prevent those threats from being accessed.Advised customers on threats identified and whether those threats were malicious or false positives.Used various troubleshooting tools including Procmon, Perfmon, Wireshark and Event Viewer logs to troubleshoot agent issues, from performance to install/upgrade issues.Worked with escalation team to identify and escalate issues so they are resolved in a timely manner.In three months, cut call volume by 25% by building, launching and maintaining internal and external knowledge base using eGain software. Allowing internal and external clients to access information about the product as well as research known issues.Participated in active troubleshooting as an advocate for customers during the triage and resolution of high- severity cases - driving business reliability and customer satisfaction.Use of AWS to reproduce issues with Deep Instinct Agent from a customers environment.McAfee Security August/2015 October/2021Assigned Technical EngineerAssigned technical contact for high value, high-profile customers working closely with their IT departments to ensure the issues faced were brought to engineers attention and addressed in a timely manner. Responded to and managing complaints and escalations from customers assigned by manager.Worked closely with a team of 10 to support multiple products for Fortune 500 companies as well as national, state, and local government agencies.Helped Fortune 500 companies develop and implement effective data loss prevention strategies reducing data loss by at least 70%.Used various tools to troubleshoot installation, upgrade, and performance issues of various McAfee Products.Used the ePolicy Orchestrator console to configure Data Loss Prevention and Encryption policies to secure endpoint systems for clients.Configured Network Data Loss Prevention policies to secure client networks.Recognized by manager and multiple clients as an excellent customer service advocate.Communicated with customers to set expectations and stay updated on the timeline throughout the issue resolution process.Worked across multiple teams, from sales to engineering, to ensure timely resolution of all customer issues.Worked directly with team engineers to troubleshoot customer issues.HCA 4/2008 3/2015Technical Analyst for Medical Center of LewisvilleLed the migration of over 600 desktop systems from Windows XP to Windows 7, assisted Medical Center of Las Colinas & Medical Center of McKinney with their Windows 7 migration.Provided Level II onsite hardware and software diagnostics for both desktop and laptop systems along with printers.Assisting users with issues face to face.Handling of high priority tickets where productivity is affected.Airwatch Administration for Medical Center of LewisvilleInstallation of new hardware including desktops, laptops, and printersInstallation of Office Suite and troubleshooting of any issues with OfficeLed the following projects Airwatch MDM & Windows 7 MigrationFamiliar with Active Directory and using it to manage user access.On call 24x7 duties when neededCreating trouble tickets and sending them to the proper groups for resolution using the Remedy Ticketing System.Working with a team to ensure prompt issue resolution.Contacting customers when the issue has been resolved to ensure they are satisfied with the resolution.CertificationsAWS Certified Solutions Architect - AssociateAmazon Web Services (AWS) 12/2023MOUS Certified in Excel. 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