Senior Technical Consultant

• Aug 2022 - Present

Technical Account Manager

• May 2018 - Aug 2022

Tech Support Engineer (Tier 2)

• Oct 2017 - May 2018

As a tier 2 Technical Support Engineer I am responsible for providing support for an array of Tripwire products and publishing support documentation. Additionally I am responsible for supporting internal employees, training, leadership and mentoring.• Take ownership of both internal and external customer issues and see problems through to resolution• Mentor, train and and provide additional support to colleagues• Multi-task, prioritize and organize cases assigned to me.• Take highly complex or sensitive issues elevated from tier 1 as needed and directed by management. Products:• Tripwire Enterprise• DSR• Whitelist Profiler• Tripwire Connect 3.5• Tripwire Log Center• IP360 Show less

Technical Support Engineer

• Oct 2015 - Oct 2017

Technical support for a line of Tripwire products. Inbound and outbound calls, along with responding to support cases through a ticketing system.• Maintained test environment and deployed hosts, utilizing ESXi 6.0 and the vSphere client.• Managed case work through SalesForce.• Provided Tripwire Enterprise product support for Windows, Linux, and AIX.Products: • Tripwire Enterprise • DSR • Whitelist Profiler • Tripwire Connect 3.5 • IP360 Show less

Sr Advanced Tech Support Engineer

• Jul 2014 - Oct 2015

My most recent promotion includes the following job responsibilities, in additional to the ones outlined in my last two entries with Symantec.• Develop, maintain and deliver training to our support team worldwide.• Create virtual environments using VMware vCloud Director, to assist support and troubleshooting needs. • Responsible for engaging with customers who have questions or concerns regarding our software using Radian6 by SalesLogix.

Enterprise Advanced Technical Support Engineer

• Nov 2013 - Jul 2014

• Troubleshooting cases advanced by front-line.• Knowledge base authoring.• Deploying test environments (servers, clients)• Reporting defects and feature enhancements.• Collaborating with other Sr. level agents to locate solutions to complex issues.• Worked on a small team to improve product documentation.• Offering help desk to front-line support• Beta testing new releases• Offering support to business critical clients.• Providing best practices to internal and external customers.• Linux, Mac OSx and Windows support. Show less

Enterprise Encryption Technical Support Engineer

• Jan 2013 - Nov 2013

• Inbound & outbound technical support.• Case management through Salesforce.com.• Respond to customers technical issues through both phone and email.• Testing possible defects with virtual machine and reporting them back to engineering.• Troubleshooting Outlook (2010, 2013) plugins to enable product features.• Provided remote support through WebEx.• Worked on a small team to improve product documentation.• Attended additional training sessions to increase my overall product knowledge and to learn new features of upcoming supported environments.• SQL, IIS and Active Directory implementation and maintenance. Show less

Sr. Technical Support Engineer

• Aug 2009 - Dec 2011

In charge of quality and the training of services delivered in North America. • Collaborated with vendor management and QA to meet SLA's. • Worked cross functionally with marking to advertise new and upcoming PC Services. • Setup sandbox network (including, PC’s, laptops, and VM Images). • Virtual machine implementation (VM Workstation, VM ESXi and vSphere). • Used creative thinking, teamwork and agile to improve customer satisfaction, and internal processes. • Developed and maintained training documentation. • Worked closely with QA, Development and the Product Management team to development and maintain applications used both internally and externally. (Function Specs, UI mockups, customer feedback session, and defect tracking). • Created an access database to track customers (CRM) for services and PR projects. • Used excel to track competitive analysis and mystery shopping results, for both products and services. Show less

Service Consultant for Symantec

• Mar 2008 - Aug 2009

Responsible for creating the benchmarks for the entire global services delivery network. • Answered inbound telephone calls and documenting customer interactions thoroughly to identify key concepts around the customer experience. (CSAT, DSAT) • Hardware setup, upgrades and software (Windows XP, Windows Vista, Windows 7, Office, and antivirus), configuration. • Team lead over 4 consultants charged to design, analyze, test, and improve existing services, scripting and procedures. • Worked closely with PR on projects including but not limited to attending conventions with bloggers and providing VIP services to magazines and media representatives. Show less

Technical Support Analyst

• Apr 2004 - Mar 2008

Provided technical support for contact management and accounting software. • Inbound & outbound technical support for Act by Sage, SalesLogix and Timberline. • Tier 2 support, helpdesk and corporate escalations. • Implemented and maintained IIS, SQL, and PSQL servers. • Write up of product procedures, defects and beta testing. Provided technical support for contact management and accounting software. • Inbound & outbound technical support for Act by Sage, SalesLogix and Timberline. • Tier 2 support, helpdesk and corporate escalations. • Implemented and maintained IIS, SQL, and PSQL servers. • Write up of product procedures, defects and beta testing.