Christopher Smith Email & Phone Number

Associate Engineer IIServe as first point of contact for client incidents and requestsescalations for Optiv Managed Services.• Assist with client transition and onboarding to OPTIV services byserving as primary point of contact for OPTIV Managed SecurityService clients.• Followed ITIL methodology to ensure cases were the proper type androuted to the correct teams for swift resolution.Provided Tier 1 Support for SIEM related incidents and requests forLogRhythm, QRadar, Qroc, Splunk, McAfee, Arcsight, Securonix, Azure Sentinel and Exabeam platforms.• Interacted with both customers, account managers, and upper-tierengineers to aid in the triage of SIEM Incident and Change Requests forboth technical and non-technical personnel• Collaborated with OPTIV management and engineering teams todevelop procedures to optimize ticket triage and routing to for fastercustomer resolution times.• Established and developed procedures for initial triage andtroubleshooting in order to improve functionality of the MSS Supportteam and reduce workload for SIEM Engineers.• Implemented procedures for fast paced and constantly evolving team inManaged Security Services.• Responsible for ensuring that customer Optiv SIEM cases met SLArequirements for ticket response and completion times.• Sought out additional project work from senior engineers to improveknowledge of SIEM functionality and learn advanced troubleshootingpractices.• Create procedures along with senior engineers for Tier 1 team to allow them to develop skills andcomfortability in SIEM environments.