Mel Manon
L2 Tech Support Engineer at Abnormal Security- Claim this Profile
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Spanish Native or bilingual proficiency
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Bio
Tim B.
Mel is THE GUY when it comes to hiring a reliable professional in the technical consulting space. He is full of knowledge and experience when it comes to bleeding edge email security threats. He continuously demonstrates his ability to learn and support a multitude of products and above all, support his customers with the very best!
Tim B.
Mel is THE GUY when it comes to hiring a reliable professional in the technical consulting space. He is full of knowledge and experience when it comes to bleeding edge email security threats. He continuously demonstrates his ability to learn and support a multitude of products and above all, support his customers with the very best!
Tim B.
Mel is THE GUY when it comes to hiring a reliable professional in the technical consulting space. He is full of knowledge and experience when it comes to bleeding edge email security threats. He continuously demonstrates his ability to learn and support a multitude of products and above all, support his customers with the very best!
Tim B.
Mel is THE GUY when it comes to hiring a reliable professional in the technical consulting space. He is full of knowledge and experience when it comes to bleeding edge email security threats. He continuously demonstrates his ability to learn and support a multitude of products and above all, support his customers with the very best!
Credentials
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A+
CompTIA
Experience
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Abnormal Security
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United States
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Computer and Network Security
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300 - 400 Employee
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L2 Tech Support Engineer
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Feb 2023 - Present
• Responsible for providing 2nd line support response to customers in accordance with quarterly timeliness and quality targets • Serve as the escalation point for L1 Support, Customer Success, and the Deployment Management teams • Logging and managing all inbound/outbound interactions via the Salesforce CRM with customers in support cases, email, and phone • Responsible for providing 2nd line support response to customers in accordance with quarterly timeliness and quality targets • Serve as the escalation point for L1 Support, Customer Success, and the Deployment Management teams • Logging and managing all inbound/outbound interactions via the Salesforce CRM with customers in support cases, email, and phone
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Venafi
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United States
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Computer and Network Security
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300 - 400 Employee
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Associate Professional Services Consultant
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Jul 2022 - Feb 2023
• Work closely with customers, sales, Venafi project managers, and architects to ensure solutions meet customers' needs, keeping all parties up to date on progress and any issues that are encountered. • Analyze, design, develop and deploy integrations to help adopt Venafi products in customer environments. • Identify and document best-practices for deployments of Venafi Trust Protection Platform. • Produce re-usable scripts and utilities that help the entire team execute more… Show more • Work closely with customers, sales, Venafi project managers, and architects to ensure solutions meet customers' needs, keeping all parties up to date on progress and any issues that are encountered. • Analyze, design, develop and deploy integrations to help adopt Venafi products in customer environments. • Identify and document best-practices for deployments of Venafi Trust Protection Platform. • Produce re-usable scripts and utilities that help the entire team execute more efficiently and effectively. Show less • Work closely with customers, sales, Venafi project managers, and architects to ensure solutions meet customers' needs, keeping all parties up to date on progress and any issues that are encountered. • Analyze, design, develop and deploy integrations to help adopt Venafi products in customer environments. • Identify and document best-practices for deployments of Venafi Trust Protection Platform. • Produce re-usable scripts and utilities that help the entire team execute more… Show more • Work closely with customers, sales, Venafi project managers, and architects to ensure solutions meet customers' needs, keeping all parties up to date on progress and any issues that are encountered. • Analyze, design, develop and deploy integrations to help adopt Venafi products in customer environments. • Identify and document best-practices for deployments of Venafi Trust Protection Platform. • Produce re-usable scripts and utilities that help the entire team execute more efficiently and effectively. Show less
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Mimecast
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United Kingdom
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Computer and Network Security
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700 & Above Employee
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PS Lead Consultant
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Feb 2019 - Jul 2022
• Onboarding new complex customer deployments • Dedicated Implementation Engineer for specific projects and upgrades, delivering the maximum value in shortest time • and updating project related documentation • with setup of DLP, Web Security Training, and Internal Email Protect • Project Management for support for staging and production • Enage with cross functional teams to meet customer needs
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Customer Service Engineer
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Sep 2016 - Feb 2019
• Provide excellent customer service to all our clients via phone or email • Supporting our end-users with basic use of our applications and any troubleshooting they require • Educating end-users of new products and applications in a timely manner
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StratusPointIT
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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System Administrator
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Jun 2016 - Aug 2016
• Dedicated support engineer with in-depth account knowledge and understanding of clients IT operations. • Mass imaging of desktop and laptop deployments for PC labs and clients. • Provided remote and on-site support to over 12 clients. • Tier 1-3 support for primary clients. • Dedicated support engineer with in-depth account knowledge and understanding of clients IT operations. • Mass imaging of desktop and laptop deployments for PC labs and clients. • Provided remote and on-site support to over 12 clients. • Tier 1-3 support for primary clients.
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Citizen Schools
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Boston, MA
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IT Technology Consultant
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May 2015 - May 2016
• Systems Administrator, supporting our Apache Servers, SQL databases, responsible for regular updates and upgrades related to our online platform, www.us2020.org, all hosted on Amazon Web Services (AWS). • Content Manager for our website implementing Drupal v.7 content updates, site modifications, and tech liaison with our back-end team. • Project Manager for the sites re-design, working with our front-end contractors, developers, and stakeholders to ensure the site is developed in line… Show more • Systems Administrator, supporting our Apache Servers, SQL databases, responsible for regular updates and upgrades related to our online platform, www.us2020.org, all hosted on Amazon Web Services (AWS). • Content Manager for our website implementing Drupal v.7 content updates, site modifications, and tech liaison with our back-end team. • Project Manager for the sites re-design, working with our front-end contractors, developers, and stakeholders to ensure the site is developed in line with the organizations and co-investors’ expectations and timeline. • Troubleshoot DNS, DHCP, SQL data corruption, and performed back-up and restoration of site. Show less • Systems Administrator, supporting our Apache Servers, SQL databases, responsible for regular updates and upgrades related to our online platform, www.us2020.org, all hosted on Amazon Web Services (AWS). • Content Manager for our website implementing Drupal v.7 content updates, site modifications, and tech liaison with our back-end team. • Project Manager for the sites re-design, working with our front-end contractors, developers, and stakeholders to ensure the site is developed in line… Show more • Systems Administrator, supporting our Apache Servers, SQL databases, responsible for regular updates and upgrades related to our online platform, www.us2020.org, all hosted on Amazon Web Services (AWS). • Content Manager for our website implementing Drupal v.7 content updates, site modifications, and tech liaison with our back-end team. • Project Manager for the sites re-design, working with our front-end contractors, developers, and stakeholders to ensure the site is developed in line with the organizations and co-investors’ expectations and timeline. • Troubleshoot DNS, DHCP, SQL data corruption, and performed back-up and restoration of site. Show less
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Ricoh USA, Inc.
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United States
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Information Technology & Services
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700 & Above Employee
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MS Ops Supervisor
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Nov 2013 - Apr 2015
• Manage day-to-day operations at the Help Desk by providing guidance and direction for a 10-person team. • Responsible for all new hires, both during hiring process and orientation. • Provide training and guidance for the Tier 1 & 2 Teams regarding proper escalation and IT protocol related to in-house software and network configuration. • Increased time efficiency for Tier 1 support – created Instructional Templates for clients to quickly and easily access and familiarize clients… Show more • Manage day-to-day operations at the Help Desk by providing guidance and direction for a 10-person team. • Responsible for all new hires, both during hiring process and orientation. • Provide training and guidance for the Tier 1 & 2 Teams regarding proper escalation and IT protocol related to in-house software and network configuration. • Increased time efficiency for Tier 1 support – created Instructional Templates for clients to quickly and easily access and familiarize clients with new software and IT procedures. • Managed Active Directory, Group Policies, and various startup-scripts in a Windows 7 – 8.1 Enterprise Environment.
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Senior Help Desk Analyst
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Nov 2011 - Nov 2013
• Receiving, logging and managing calls from internal staff via telephone and email while maintaining a high degree of customer service for all support queries. • 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as iPhones, Laptops, PCs, Tablets, and Printers. • Assemble PCs, repairing Apple computers and performing system rebuilds on both Apple and PC OS.
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Teach For America
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United States
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Education Administration Programs
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700 & Above Employee
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Assistant, Marketing
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Jun 2010 - Nov 2011
• Official Budget Tracker for Marketing. As well as managing the calendar for the VP of Digital and Insights. • Assisted with Social Media campaigns on Twitter and Facebook. • Official Budget Tracker for Marketing. As well as managing the calendar for the VP of Digital and Insights. • Assisted with Social Media campaigns on Twitter and Facebook.
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City Year
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United States
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Non-profit Organizations
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700 & Above Employee
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Communications Project Leader
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Jul 2009 - Jun 2010
• Schedule all visits and roundtables for prospective corps members, donors and sponsors. • Supervise the Content Management System for the City Year Boston website. • Manage CY Impact Reports and Survey Collection for our Vacation Programs. • Lead and co-manage a team of our Communication Coordinators. • Assist the Social Media Manager with City Year Boston's new online campaign. • Edit the City Year Boston blog. • Schedule all visits and roundtables for prospective corps members, donors and sponsors. • Supervise the Content Management System for the City Year Boston website. • Manage CY Impact Reports and Survey Collection for our Vacation Programs. • Lead and co-manage a team of our Communication Coordinators. • Assist the Social Media Manager with City Year Boston's new online campaign. • Edit the City Year Boston blog.
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AmeriCorps Member
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Sep 2008 - Jun 2009
• Tutored and mentored students at Francis-Stevens Elementary-Middle Educational Center. • Designed and implemented classroom activities and procedures for a 6th grade inner city class. • Completed over 1,700+ hours of community service within the District of Colombia. • Service and Events Coordinator for local service projects and events in the DC school district. • Tutored and mentored students at Francis-Stevens Elementary-Middle Educational Center. • Designed and implemented classroom activities and procedures for a 6th grade inner city class. • Completed over 1,700+ hours of community service within the District of Colombia. • Service and Events Coordinator for local service projects and events in the DC school district.
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MoveOn
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Political Organizations
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1 - 100 Employee
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Volunteer
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Sep 2008 - Sep 2008
• Worked cooperatively in a grassroots campaign for registering Virginia voters. • Recruited interested parties as volunteers for our organization. • Worked cooperatively in a grassroots campaign for registering Virginia voters. • Recruited interested parties as volunteers for our organization.
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Computer Technician
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Jan 2005 - Mar 2007
• Provided students and faculty with technical assistance and on-campus customer service. Set up, installed, and configured desktop hardware and software and advised users on best practices. Assisted in the maintenance and support of ITS-supported desktops and computer labs. • Provided students and faculty with technical assistance and on-campus customer service. Set up, installed, and configured desktop hardware and software and advised users on best practices. Assisted in the maintenance and support of ITS-supported desktops and computer labs.
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Assistant to the Director of Community Action
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Oct 2002 - Jun 2003
• Helped organize, motivate, and educate residents of different municipalities about the importance of trash collection and recycling at the grassroots level • Helped organize, motivate, and educate residents of different municipalities about the importance of trash collection and recycling at the grassroots level
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Education
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2004 - 2008
Clark University
Bachelor of Arts, Government and International Relations
Community
