Troubleshoot connectivity issues between QRadar instances (on-prem and on cloud). Troubleshoot connectivity between QRadar and Customer’s network and applications. Troubleshoot Linux services for QRadar (SMTP, NTP, Network Services, DNS, Docker). Responsible of managing and troubleshooting QRadar apps. Monitor and troubleshoot performance and capacity issues. Manage custom scripts and report scheduled in cron. Troubleshoot hardware issues like disk usage, memory and CPU utilization. In charge of software and firmware upgrades. In charge of log source addition, removal, editing and troubleshooting. Troubleshoot issues with reports (not accumulating data or not sending email to recipient). Responsible for configuring, managing and troubleshooting routing rules and forwarding destinations. Help lower QRoC (QRadar on Cloud) customer user account privileges from Admin to Rad-only for 4 customers, to reduce the risk of customer making disruptive changes.

Responsible for reacting to potential cybersecurity threats and validating their potential impact to customer ́s environments. Maintain database systems to track and analyze operational data. Enhance the service provided to customers through service improvement projects. Suggest appropriate tuning to rules to clean customer consoles of everything except real threats. Work as a team to decrease pickup time for handling alerts. Help approximately 5 colleagues obtain their CySA+ certification by working along with a coworker to design a virtual course for in house use on “How to get the CySA+ (Cybersecurity Analyst) certification”.

Offer break/fix technical support to Ruckus L3 switches and access points. Troubleshoot layer 2/3 issues with protocols like: DHCP, STP, SSH, OSPF, RIP, BGP, SNMP, ACLs, VLANs, Multicast, IPSEC and VRRP. Troubleshoot authentication issues with RADIUS. Troubleshoot Hardware issues. Collaborate with other team members to provide high quality support. Ensure constant self-development through day-to-day work, web-based training and any other available tools. Recognized as the top performer for the month of April 2019.

Offer technical support to Cisco users of video collaboration solutions for Cisco ROS account. Troubleshoot connectivity, software and hardware issues for Telepresence solutions. Troubleshoot software issues with collaboration tools like: Jabber and Spark. Follow up on customer's issue by maintaining periodic timely updates, setting up appointments until issues were solved. Keep and update pertinent paperwork and records through data entry. Communicate with SME (Subject matter Expert), team members and other teams regarding problems and solutions.