• Promoted twice from Technical Support Associate to Technical Support Engineer, then to FedRAMP Support Engineer• Effectively manage inbound support calls in a friendly and courteous manner, escalating calls to next level as needed.• Work with other departments to resolve customer issues• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience and the company’s workflow/processes.• Filter solicitations received via calls and email.• Provide 2nd tier support via chat, phone, email, and ticketing systemo Assist with any questions pertaining to the iboss Distributed Gateway Platformo Resolve customer technical issues through the use of technical expertise, knowledge base, and available tools. o Help with creating documentation in Atlassian’s Confluenceo Troubleshoot various issues regarding VPNs, Proxies, SSL decryption, Cloud Access Security Broker, Secure Access Service Edge, Zero Trust Network Access, Mobile Device Management, DNS, BYOD, APIo Assist government agencies with same as above

• Promoted to High Priority Team responsible for restoring operabilityo Provide rapid response triage and troubleshooting for filer down/data availability issueso Ability to quickly research issues to determine best course of action to resolution o Strong experience in reducing customer temperature• Provide 1st tier support via telephone, email, chat, and Auto-support (Automated Email response system)• Resolve customer technical issues through the use of technical expertise, knowledge base, and available tools. • Support NetApp AFF/FAS/V/E-Series Controllers, Data ONTAP 7mode & cDOT (Unix based), multi-protocol network file servers (CIFS, NFSv3/4, iSCSI, FCP, FCoE)o Replace faulty hardware; Assist Netapp Field Engineers with replacement processo Assist customers with OS and firmware upgradeso Troubleshooting SAN (LUN Provisioning; Connectivity errors; Space discrepancies)o Troubleshooting NAS (Creating shares; Connectivity errors; Permission issues)

• Assisted with review and correction of new hire training material• Take ownership of customer technical issues and follow through to resolution; Document all work performed in ticketing systems; Dispatch technicians or escalate calls as needed.• Assist in troubleshooting issues with proprietary web-based email; Assist in identifying and troubleshooting issues within various 3rd party email clients such as Outlook, Apple Mail and Mozilla Thunderbird• Assist with configuration of various DSL Modems; Provide configuration and troubleshooting assistance on 3rd party routers; Aid in setting up physical cabling of all devices; assist in diagnosing and repairing wireless connectivity issues; Troubleshoot TCP/IP, Winsock and DNS issues. • Support customers with download and installation of CenturyLink provided software products.

• Take ownership of customer technical issues and follow through to resolution; Document all work performed in ticketing systems; Dispatch technicians or escalate calls as needed.• Assist in troubleshooting issues with proprietary web-based email; Assist in identifying and troubleshooting issues within various 3rd party email clients such as Outlook, Apple Mail and Mozilla Thunderbird• Troubleshoot printer/networking/wireless devices and any network connectivity problems within Microsoft and Macintosh based computer systems• Assist with configuration of various Cable Modems; Provide configuration and troubleshooting assistance on 3rd party routers; Provide assistance with setting up physical cabling of all devices; Assist in diagnosing and repairing wireless connectivity issues; Troubleshoot TCP/IP, Winsock and DNS issues. • Support customers with online registration and installation of computer programs

Surveyed and documented changes at old voting sites. Inspected and delivered voting devices to proper locations. Provided group technical instruction to employees on use of voting devices.