Experience

Cloudastructure, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Manager

  • Jun 2022 - Present



Whitehat Security

• Netherlands
• 1 - 100 Employee

• Technical Support Engineer II

  • Dec 2019 - May 2022

  - Provided support for a DAST, SAST, and MAST vulnerability scanning platform. We also provided services for API vulnerability scanning. - Regularly assisted clients with troubleshooting their web application configurations in our software, as well as site inaccessibility issues, login issues, issues with manual and automated assessments, API/integration issues, and troubleshooting remote satellite appliances. - Assisted with licensing and onboarding issues primarily using Salesforce. - Played a key role in helping to re-imagine the support team from the ground up and introduce efficient concepts for utilizing the tiered support system.



i-PRO Americas Inc.

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 100 - 200 Employee

• Technical Support Engineer II

  • Apr 2017 - Dec 2019

  - Provided technical support for enterprise level security camera systems. This includes support for various server related issues such as RAID troubleshooting and configuration, resource utilization, etc. - Supported a multitude of different camera models such as Axis, Advidia, Panasonic, Vivotek, and many more. Issues ranged anywhere from network congestion and image quality to motion detection configuration and more. - Provided in-depth troubleshooting and management of Microsoft SQL Server databases. This included troubleshooting issues with SQL server itself, as well as standard day-to-day database management. - Supported various issues with our Web Client which ran on Microsoft's IIS platform. Issues ranged anywhere from creating the site and adding it to appropriate security levels, as well as issues with IIS itself up to reinstalling the service. - Assisted in the installation, configuration, and integration of access control systems including MonitorCast, Lenel, Isonas, Infinias, Paxton, and more.



Art Storefronts

• United States
• Software Development
• 1 - 100 Employee

• Customer Service Technician

  • Jun 2016 - Nov 2016

  - Provided outstanding customer support for all of Art Storefronts' customers, assisting them with basic DNS configurations, website best practices, search engine optimization, and the creation of their websites. - Performed regular client onboarding for our customers, training them on general usage of the software. - Served in a technical lead capacity assisting new trainees with advanced issues in the platform, and helped to create many of the policies and procedures that are currently in use by the support department. - Regularly placed outbound calls based on need to customers in distress who were needing more personal assistance than via tickets.



SoftLayer, an IBM Company

• IT Services and IT Consulting
• 300 - 400 Employee

• Customer Support Technician

  • Mar 2015 - May 2016

  - Worked extensively with multiple versions and distributions of Linux and Windows operating systems configuring network connectivity, troubleshooting general speed, performance, and firewall related issues. - Investigated multiple different kinds of logging including exim and httpd to determine source causes of issues. - Installed MySQL and MSSQL as well as terminal licenses (CAL) regularly. Worked with high availability and load balanced platforms. - Assisted with configuring EVault backup services, as well as a number of other general server utilities including Nimsoft monitoring, attaching iSCSI drives, object storage, DNS, domain name management/registration, FTP, and many others. - Exposure to basic troubleshooting of virtualization platforms such has Microsoft Hyper-V and VMware ESXi. - Worked extensively with WHM/cPanel and Plesk web hosting control panels, troubleshooting an array of different types of errors and issues, including email related issues.



Support.com

• IT Services and IT Consulting
• 500 - 600 Employee

• Remote Services Technician

  • Sep 2013 - Mar 2015

  - Took calls daily to assist customers troubleshooting their wireless devices including modems and routers. - Assisted customers in the basic operation of their wireless equipment, showing them how to connect to their wireless networks and troubleshoot various internet speed related issues. - Took calls daily to assist customers troubleshooting their wireless devices including modems and routers. - Assisted customers in the basic operation of their wireless equipment, showing them how to connect to their wireless networks and troubleshoot various internet speed related issues.



Hostgator.com

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Jr. Administrator/Technical Support Representative

  • Jun 2012 - Aug 2013

  - Assisted customers with the troubleshooting of their websites in a shared hosting environment, taking simultaneous calls and chats all dealing with a range of network and website related issues. - Gained experience troubleshooting Joomla, Drupal, and Wordpress based websites. Assisted customers with troubleshooting DNS, email, WHM/cPanel, WHMCS, and Plesk related issues. - Assisted customers with the troubleshooting of their websites in a shared hosting environment, taking simultaneous calls and chats all dealing with a range of network and website related issues. - Gained experience troubleshooting Joomla, Drupal, and Wordpress based websites. Assisted customers with troubleshooting DNS, email, WHM/cPanel, WHMCS, and Plesk related issues.



CST Corp

• United States
• Information Technology & Services
• 1 - 100 Employee

• Account Manager

  • Oct 2011 - Mar 2012



Applebee's Neighborhood Grill + Bar

• United States
• Restaurants
• 700 & Above Employee

• Wait Staff

  • Feb 2011 - Jun 2011

  - Coordinated and communicated regularly with the back of the kitchen to ensure customer orders were out in a timely manner. - Also worked the drive in register for to-go customers. - Coordinated and communicated regularly with the back of the kitchen to ensure customer orders were out in a timely manner. - Also worked the drive in register for to-go customers.



JL Lawn Services

• Landscaping

  • Jan 2010 - Jun 2010



User Solution Computers

• United States
• IT Services and IT Consulting

• Repair Technician

  • Mar 2005 - Aug 2007

  - Worked with a vast amount of different client end computers and laptops, troubleshooting a number of different issues ranging from devices not turning on to registry issues and a cornucopia of different viruses. - Used programs such as Norton Ghost to take backups of customer data and reinstall operating systems on devices that were beyond repair. - Worked with a vast amount of different client end computers and laptops, troubleshooting a number of different issues ranging from devices not turning on to registry issues and a cornucopia of different viruses. - Used programs such as Norton Ghost to take backups of customer data and reinstall operating systems on devices that were beyond repair.



Edison State Community College

• United States
• Higher Education
• 1 - 100 Employee

• Computer Lab Monitor

  • Sep 2006 - May 2007

  - Sit in technician that assisted with various computer lab needs, primarily printing related issues. - Sit in technician that assisted with various computer lab needs, primarily printing related issues.