Providing the next generation guidance and inspiration for their next journey

● Performed data analysis of cases to identify supportability improvements● Leveraged waterfall methodologies to provide product supportability● Used Agile methodologies to provide software live readiness● Wrote and posted Release Notes for upcoming software releases● Using the Scrum method, participated in Core Team meetings to discuss upcoming product releases● Gathered data for reporting purposes regarding trends● Participated in meetings with C-suite level executives to discuss how the identified trends impact the business

Provide advanced Technical Support for Data Loss Prevention (DLP) and Network DLP devices installed on customer sites● Provided support for lower-tier Technical Support Engineers (TSE)○ Participated in customer calls with TSEs and provided information to TSEs to support the customer○ Took over customer calls from TSEs as necessary to ensure customer satisfaction● Provided escalation support when necessary● Using the Scrum method, participated in Core Team meetings to keep tabs on the status of the team and ongoing incidents● Interfaced with Development Engineers to report and troubleshoot bugs within the software● Led several training sessions on the DLP, NDLP appliances, and VM environments● Was a resource for Technical Support Engineers due to seniority● Worked with Engineering to ensure bugs were identified● Participated in Core Team meetings to ensure the TSE team was up to speed on all training and knowledge● Acted as Interim Team Lead when the team was between managers● Recognized by peers and management as a valuable resource within the team

Handle escalations from Tier IITroubleshoot complicated problems with MEG Hardware appliancesEscalate issues to Development via BugzillaPerform product release testing for new product versionsWork with customers both internal and external to resolve issues and ensure high-quality service

Monitor servers to ensure 24x7 operation and minimize any downtime. Assist server admins to troubleshoot and repair problems with servers. Perform basic DHCP and other server maintenance.

Provide call center-based technical support for Business class customers.• Supported IDSL, ADSL, SDSL, Frame Relay, and T-1 customers.• Administered customer premise equipment, including Cisco, Netopia, and Flowpoint/Efficient routers, CSU/DSUs, and ADSL routers.• Contacted Vendors including Covad, MCI, and Global Crossing, and worked with Network Engineers at remote sites to resolve connectivity problems.• Selected for initial Business Access support team and received highest marks in the class on hiring exam.• Contributed to team performance, commended for highest level of customer service and support.

Provide call center-based technical support for residential internet customers.• Supported Dialup, DSL, Cable modem, ISDN, DirecWay (DirecPC Satellite), and Home Networking.• Selected to evaluate new PPPoE software for Windows customers and generate documentation for same.• Certified Master Technician.

Responsible for upkeep / troubleshooting of computer systems in Information Resources Technology (IRT) lab.• Worked with Windows NT 4.0 Server, Windows NT 4.0 Workstation, Windows NT 3.51, Windows 95, Windows 98.• Oversaw setup and breakdown of projects entering and leaving IRT Lab.• Troubleshot hardware problems within systems in IRT Lab and obtained replacement parts.• Set up and managed Domain Controllers, WINS, DNS, MS IIS, and SQL servers.• Selected to evaluate new security hardware and provide feedback to management.