Experience

Cybereason

• United States
• Computer and Network Security
• 700 & Above Employee

• Tier 3 Support Engineer

  • Apr 2021 - Present



StarRez, Inc.

• United States
• Software Development
• 200 - 300 Employee

• Technical Support Specialist

  • Apr 2018 - Apr 2021

  Respond to customer requests in Zendesk, offering excellent support and tailored recommendations. Liaison between customers and internal departments using Jira and Salesforce. Collaborate with software development team on reported errors and bugs. Connect to customer environments using multiple VPN software solutions to provide troubleshooting and maintenance. Write, interpret, troubleshoot, and execute SQL scripts with Microsoft SQL Server. Respond to customer requests in Zendesk, offering excellent support and tailored recommendations. Liaison between customers and internal departments using Jira and Salesforce. Collaborate with software development team on reported errors and bugs. Connect to customer environments using multiple VPN software solutions to provide troubleshooting and maintenance. Write, interpret, troubleshoot, and execute SQL scripts with Microsoft SQL Server.



Charter Communications

• United States
• Telecommunications
• 700 & Above Employee

• Systems Engineer II

  • Sep 2017 - Feb 2018

  Perform break-fix troubleshooting of critical server infrastructure related to the delivery of cable TV services in a 24/7/365 environment. Work with third-party infrastructure vendors, including Arris, Cisco, Ericsson, Concurrent, and others to resolve national and market impacting service impairments and outages. Proactively monitor for, identify, and resolve errors or alarms before they become customer impacting through the use of Splunk and in-house tools. Work closely with other support organizations within Charter, such as network operations, data center, field operations, and others to achieve the fastest time to repair. Show less



Thycotic

• United States
• Software Development
• 1 - 100 Employee

• Tier II Technical Support Engineer

  • Jan 2017 - Sep 2017

  Respond to technical support requests using Salesforce. Provide best practice consultations for current and prospective customers. Assist with training and coaching of Tier I engineers. Respond to technical support requests using Salesforce. Provide best practice consultations for current and prospective customers. Assist with training and coaching of Tier I engineers.



Intel Corporation

• United States
• Semiconductor Manufacturing
• 700 & Above Employee

• Tier II Product Specialist

  • May 2011 - Jan 2017

  Provide Tier 2 support and troubleshooting for Fortune 500 companies on McAfee/Intel Security products including McAfee SaaS Email & Web Protection, McAfee SaaS Email Archiving, McAfee Email Gateway and Web Gateway, McAfee ePolicy Orchestrator, and McAfee Endpoint Protection. Create and maintain Windows and Linux based replication labs to assist in training and troubleshooting. Provide Tier 2 support and troubleshooting for Fortune 500 companies on McAfee/Intel Security products including McAfee SaaS Email & Web Protection, McAfee SaaS Email Archiving, McAfee Email Gateway and Web Gateway, McAfee ePolicy Orchestrator, and McAfee Endpoint Protection. Create and maintain Windows and Linux based replication labs to assist in training and troubleshooting.



Comcast Business

• United States
• Telecommunications
• 700 & Above Employee

• Customer Account Executive

  • Jun 2007 - May 2011

  Provided technical and account support for all Comcast Business Services products, including high-speed internet, telephony, and cable television. Provided technical and account support for all Comcast Business Services products, including high-speed internet, telephony, and cable television.