Brian Max Email & Phone Number

San Jose, California, Us

Plano, Texas, Us

• Palo Alto Networks support. • Provided enterprise networking support for Palo Alto's next generation Layer 7 firewalls, VM, and cloud-based (AWS, Azure) firewalls and Panorama management appliances. • Analyzed and translated packet captures • analyzied device logs • Customized configuration via GUI and CLI to meet the specific needs of each customer. • Completed over 13 technical support cases each week with 100% customer satisfaction rate.

Seattle, Washington, Us

I sold cellular phones at a kiosk inside Costco. I was responsible for opening the store, customer service, setting up phones and explaining operation to the customer, entering sales and setting up first-time accounts online, and closing the store.

Us

I answered incoming calls, chats and emails (sometimes all three at a time) related to product licensing, downloading and installing data encryption software. I researched GUI issues and gave feedback to the development team. I handled inbound tech support chats as well.

I successfully resolved DSL connectivity issues and represented Qwest in a favorable light to customers who were unhappy with the service they had received. I took incoming calls from both residential and business customers to repair broadband Internet connectivity, email and Cable TV issues, advised outside technicians, diagnosed and reported network outages, arbitrated disputes between customers and the business office and authorized billing credits where warranted. I also performed Quality Assurance duties for contract workers. This position required a fluent knowledge of POTS, DSL, VDSL, Fiber Optic and Cable TV infrastructure with a main focus of network connectivity issues and customer experience.

Paris, Île-De-France, Fr

I worked multiple tiers customer and technical support for MSN, performed customer education, resolved problems with networking and related applications in all windows operating systems. I served as a front line supervisor for the first tier and decided when calls would be escalated to a higher tier of support while serving on the second and third tier.

Cybersecurity

Education record