Principal Customer Success Engineer

• Apr 2023 - Present

Senior Tecnical Support Engineer

• Jan 2022 - Present

Senior Technical Support Engineer

• Sep 2019 - Present

• Provide support to customer/users/Technical Support Engineers (TSEs) where the product is highly technical or sophisticated in nature.• Create documentation and training material for customers, partners, and colleagues.• Take ownership of escalations from lower tiers.• Assist with escalations to Engineering team• Point of contact for all technical support issues including, but not limited to troubleshooting, case escalation, case management, problem resolution• McAfee MVISION Endpoint Detection & Response (EDR)• McAfee Active Response (MAR)• McAfee Endpoint Security (ENS) - All platforms.• McAfee VirusScan Enterprise (VSE) - All platforms.• McAfee Management for Optimized Virtual Environments (MOVE).• McAfee Endpoint Security for servers (ENS-Server). Show less

Technical Support Engineer - Enterprise

• Jan 2017 - Sep 2019

• Primary point of contact for all technical support issues including, but not limited to troubleshooting, case escalation, case management, problem resolution• Provide exceptional front line technical support to Enterprise customers, partners and product support personnel and work with them to diagnose, troubleshoot, repair and debug complex product issues.• Educate customers about the product, issue, possible cause and the solution, and help them prevent problems, resolve their issues quickly and maximize the value of their security investment.• Provide support to customer/users where the product is highly technical or sophisticated in nature.• Create documentation and training material for customers, partners, and colleagues.• Take ownership of escalations from lower tiers.• Assist with escalations to Engineering team.• Provide support for the Endpoint Protection products.• McAfee MVISION Endpoint Detection & Response (EDR)• McAfee Active Response (MAR)• McAfee Endpoint Security (ENS) - All platforms.• McAfee VirusScan Enterprise (VSE) - All platforms.• McAfee Management for Optimized Virtual Environments (MOVE).• McAfee Endpoint Security for servers (ENS-Server).• McAfee Application Control And Change Control (MAC/MCC).• McAfee Host Intrusion Prevention (HIPS).• McAfee ePolicy Orchestrator (ePO).• McAfee Agent (MA) Show less

Network Engineer

• Aug 2015 - Jan 2017

- Working on several projects for medium and small offices. - Upgraded/Expanded Local Area Network, based on customer’s specification and budget. - Data backup for end users. - Troubleshooting of Windows 10 and MS Office 2010. - Image and System Deployment- Asset Management. - Working on several projects for medium and small offices. - Upgraded/Expanded Local Area Network, based on customer’s specification and budget. - Data backup for end users. - Troubleshooting of Windows 10 and MS Office 2010. - Image and System Deployment- Asset Management.

Technical Support Representative

• Jul 2013 - Jul 2015

Technical Skills: Windows 7, Networking, Wi-Fi, Network Printers, Dell Computers, SCCM, Customer Satisfaction, Asset Management, Remedy Ticket Handling, Red Hat Linux Enterprise. Tasks: - Image and System Deployment. - Ticket Handling/SLAs. - Asset Management. - Data backup for end users. - Troubleshooting of Windows 7 and MS Office 2010. - Red Hat Linux: Image and configure on Dell desktops. - Dell Desktop 755, 760, 790, 7010. - Dell Laptops Latitude E4300, E6230, E6320, E6400, E6410, E6420, E7440. Show less

Refresh Technician

• Nov 2012 - Jul 2013

Technical Skills: Windows 7, Networking, Wi-Fi, Network Printers, Symantec Ghost, HP Computers, SCCM, Customer Satisfaction, Asset Management, Ticket Handling. Tasks - Image and System Deployment. - Ticket Handling/SLAs. - Asset Management. - Data backup for end users. - Troubleshooting of Windows 7 and XP. Technical Skills: Windows 7, Networking, Wi-Fi, Network Printers, Symantec Ghost, HP Computers, SCCM, Customer Satisfaction, Asset Management, Ticket Handling. Tasks - Image and System Deployment. - Ticket Handling/SLAs. - Asset Management. - Data backup for end users. - Troubleshooting of Windows 7 and XP.

Deskside Support

• May 2010 - Mar 2012

Technical Skills: Windows XP, Networking, Wi-Fi, Network Printers, Symantec Ghost, Lenovo, Active Directory, Microsoft Office, Marimba, Customer Satisfaction, Asset Management, Ticket Handling. Tasks: - Helped in configuration and troubleshooting of Lenovo T60, T61, T400, T410, T420 Laptops and M57, M58, M81 Desktops. - Install, configure, troubleshoot and maintenance of HP network printers. - Image and System Deployment. - Ticket Handling/ SLAs. - Active Directory: add and manage computers and users accounts. - Asset Management. - Provided liaison support between end users and vendors. - Troubleshooting (includes configuration management). - Data backup for end users. - Documentation of new processes and/or troubleshooting steps. - Troubleshooting of Windows XP and Microsoft Office 2003. - Merge and separate analog phones from PBX. - Network equipment installation. Cisco switches, Cisco routers, HP servers and IBM tape libraries. Show less

Network Technician

• Oct 2008 - Feb 2009

Technical Skills: Networking, Cat 5 and Cat 6 cable, Optical Fiber, Cable Management, Rack devices, IP Addressing and subnetting. Tasks: - Participating as an integral member of a Network technician team responsible for un-racking, relocation, re-racking and reconnection of servers. Technical Skills: Networking, Cat 5 and Cat 6 cable, Optical Fiber, Cable Management, Rack devices, IP Addressing and subnetting. Tasks: - Participating as an integral member of a Network technician team responsible for un-racking, relocation, re-racking and reconnection of servers.

PC Technician

• Sep 2008 - Oct 2008

- Primary member of a PC technician team responsible for the deployment and installation of 720 new HP workstations. Technical Skills: Workstation installation. - Primary member of a PC technician team responsible for the deployment and installation of 720 new HP workstations. Technical Skills: Workstation installation.

Network System Administrator

• Jun 2005 - Sep 2007

- Supervised and developed electronics project to meet customer requirements. - As LAN administrator, coordinated LAN consolidation with WAN to provide Internet/intranet access and e-mail capability. Consolidation significantly improved detachment efficiency and effectiveness and reduced system downtime and denial-of-service problems. - Supervised and developed electronics project to meet customer requirements. - As LAN administrator, coordinated LAN consolidation with WAN to provide Internet/intranet access and e-mail capability. Consolidation significantly improved detachment efficiency and effectiveness and reduced system downtime and denial-of-service problems.

Network Administartor, Contractor

• Aug 1999 - Dec 2004

Networking: Set up local area networks - Perform troubleshooting, repairs and upgrades for company‘s LAN system. - Designed and configured a multicomputer local area network using Windows. - Set up, configure, use and support TCP/IP. Use windows utilities for diagnosing problems. Computer Technician: - Troubleshoot and repaired computers to component and software level, establishing alternative repair procedures to meet customer needs. - Built computer systems to customer specification for private clients, ordered components, assembled computer systems, and installed and configured software and peripherals - Performed a wide range of troubleshooting and repair work, including hard drive replacement and boards replacement. - Format and test system hardware, install operating systems and application software, replace boards, diagnose and correct hardware problems, install PC’s on network, install and upgrade hardware, software for PC workstation. Show less