Bryan Yang Email & Phone Number

Vancouver, British Columbia, Canada

· Reviewed cases submitted through triage with L1, provided mentoring and advice.· Took over more complex or sensitive cases from L1 to improve customer experience on more challenging issues.· Leveraged experience working on product to perform advanced network troubleshooting on network firewall, wireless access point, and email security products.· Analyzed packet captures through Wireshark to further troubleshoot connectivity issues.· Utilized psql to query or to modify configuration database on network firewalls for advanced issues.· Verified information gathered by L1 for bugs, collected supplemental logs to escalate to L3.· Tested and replicated product issues in lab with Active Directory, Microsoft 365, Google Workspace, and other third-party services.· Monitored L1 backlogged cases and discussed next steps for older cases during weekly meetings.· Suggested corrections or new knowledge base articles for both internal support engineers and external customers.

Vancouver, Canada Area

· Provided support over phone and email for network firewall, wireless, and cloud-based email security products to external customers using remote session software.· Managed support cases on internal ticketing system.· Identified misconfiguration in client product setup, supported customers in feature implementation (e.g. firewall and NAT rules, web filtering, email protection, firewall authentication, remote access VPN, site-to-site VPN, wireless access points).· Helped customers to integrate products with third-party services such as Active Directory, Microsoft 365, Google Workspace.· Applied network troubleshooting principles to troubleshoot network firewall issues with third-party products in various customer environments globally.· Investigated and resolved email issues for customers who have implemented email protection using network firewall, cloud-based email protection, or phishing simulation product.· Identified hardware issues and processed RMA if necessary.· Worked with third-party vendors to troubleshoot issues in customer environments.Page 2 of 2· Collected info, debug logs and packet captures for potential bugs reported by customers to review with L2.· Maintained high customer satisfaction and quality assurance scores

· Provided on-call support to internal users for computer, AD account, and full disk encryption issues.· Opened cases for user requests from helpdesk email inbox.· Deployed desktop and laptop hardware for employee on-boarding using golden image on SCCM.· Installed specialized software on workstations per department request.· Migrated users to new workstations according to hardware lease cycle.· Worked with firewall, networking, and server teams to resolve user issues.

Vancouver, Canada Area

Selling tickets at venues, catering to customer needs

Vancouver, Canada Area

Answering phone calls, customer service, replacing components, evaluating old Macs

Bachelor’S Degree, Bachelor'S Of Applied Information Systems Technology - Network Management

Furthering technical knowledge of network routing, switching, security, in-depth packet analysis, and ethical hacking. Also receiving.

Diploma, Computer Information Systems Administration (Network Systems Administration)

Learning advanced routing and switching techniques, network security, Windows Active Directory, Red Hat Linux, OpenSUSE SLES and SLED.