Douglas Schmidt Email & Phone Number

I'm a passionate Information Technology graduate from the University of South Florida with a strong foundation in Cybersecurity, Networking and Technical Support.In my current role as a Cybersecurity Support Engineer at Rapid7, I effectively carried out a wide range of responsibilities, including technical troubleshooting, customer support, and escalation management. My performance was marked by key metrics that showcased my dedication to delivering exceptional service and value. I consistently achieved a customer satisfaction (CSAT) score of 99% and was known for handling the highest number of cases on the team.Another area where I made a significant impact was in training and onboarding new hires. My approach was characterized by efficiency and a commitment to ensuring newcomers could contribute quickly and effectively to the team. I was able to successful bring our new talent up to full capability within 30 days when the average timeline was 45 days. This translated into faster resolution times for customer issues and increased team productivity.In my roles at Rapid7, I also actively participated in documentation, product feedback, and continuous training and development to stay ahead of the constantly evolving cybersecurity landscape. I am actively working 7 branches of the InsightVM product while also troubleshooting Metasploit, InsightIDR, and Insight Agent issues at a high and efficient volume while maintaining customer satisfaction.My balanced work philosophy is something I bring with me to every role I take on. I am a driven and hardworking professional who knows when to buckle down and get the job done. At the same time, I believe in cultivating a positive and fun work atmosphere that fosters creativity and collaboration. I love being able to tackle new tasks and getting the chance to dive into something new and learn as much as any job has to offer. I am actively seeking opportunities to apply my technical and leadership skills in a dynamic and innovative environment where I can contribute to transformative projects and technological advancements.