David Dycus Email & Phone Number

Columbia, Maryland, United States

Greater Atlanta Area

-Take ownership of and troubleshoot tickets generated by the health monitoring system (Tickets consist of alerts for unreachable devices, devices not reporting events, and miscellaneous hardware and software failures.)-Resolve problems introduced into client networks including, but not limited to: broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs-Meet service level agreements regarding response time and client notification-Remotely manage client devices and correct problems-Demonstrate excellent communication and client care skills by documenting all analysis work and communications within a ticketing system-Professionally and courteously answer client phone calls and email by: o Authenticating callers o Creating and/or updating tickets for all work and requests o Handling client concerns-Identify internal Dell SecureWorks infrastructure outages and escalate to the appropriate groups for resolution, this includes but is not limited to: o Monitoring systems o Ticketing systems o Authentication servers o Databases o Productivity tools o Management consoles-Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management-Employee training, ticket review, one on one feedback, mentoring, and new hire on-boarding-Serve as SME in Dell SecureWorks policy/procedures-Provide HR-related feedback of all team members within his/her shift-Interview prospective new hires-Performance review and coaching-Serve as technical escalation point for department, complex customer issues, and non-customer related internal requests

Customer Support, Ibm Threat Management

Responsibilities include Appliance, Software, and Network support for Managed Services, Sales, Platinum Partners, and customers.• Extensive knowledge of IBM Internet Security Systems Proventia Appliances and Software including policy configuration and deployment assistance.• Duplication of customer environments for testing and troubleshooting purposes including but not limited to: HP-UX, AIX, Solaris, Windows Servers, Switches and Routers, ISA, Exchange, eDirectory, ADS, Lotus Notes, IIS, Apache, RHEL, SUSE• Installation, configuration, and Administration of ESX Server 4.0, VCenter, VSphere, and VMWare Server for Windows and Linux.• Beta and Soak testing of new products, firmware, and signature updates.• SQL Server 2000, 2005, 2008 configuration and deployment including troubleshooting problems and creating custom queries and stored procedures.• Customer recommendations of network and system configurations for the implementation of our products which include but are not limited to: Proventia M Integrated Security Appliance, Proventia G Intrusion Prevention Appliance, Proventia A Intrusion Detection Appliance, Proventia Network Mail Security, Proventia Web and Mail Filters, RealSecure Network Sensor and Server Sensor, Proventia Desktop and Server, SiteProtector, Enterprise and Internet Scanner.

Workstation Technical Support

• Provided technical support to 1,400 person office on hardware and software issues• Coordinated outside repair orders for printers and hard drive information recovery• Outlined and maintained uniform installations across workstations• Prepared global standards for workstations and initial image and installation• Assisted in maintaining high level of staff knowledge, and imparting these techniques to our customers• Researched, gathered, and evaluated various tools for use in patch management and workstation configuration compliance• Programmed GFI’s LANGuard 5 & 6 to provide for patch deployment and routine scheduled network-based configuration compliance of workstations• Assisted Infrastructure Department in finding, locating, and resolving various network anomalies including unauthorized computers, switches, and wireless access points using Cisco IOS commands.