Jack Hess Email & Phone Number

Dallas, Texas, United States

Plano, Tx

Platinum Support (Tier-2) Engineer, responsible for technical support for all McAfee Platinum customers in a call queue for the McAfee Network Security Platform (NSP) Intrusion Prevention System (IPS) product line.NSP consists of Management appliances, and virtualized management servers, connecting with associated network sensors.- IPS appliances (I-Series, M-Series and the latest NS-Series sensor models). - Network Threat Behavior Analysis (NTBA) netflow monitoring appliance.- Advanced Threat Defence (ATD) malware sandbox appliance- supported integration with other McAfee products (ePO, HIPs, MVM Vulnerability Management (Foundstone), Nitro SIEM.)Utilize the McAfee Knowledge Base system and the McAfee development “Bugzilla” website to locate existing articles and open or closed bugs to help deflect customer escalations to the next support tiers and for quick problem resolution and case closure.Analysed NSP Manager and Sensor logs to diagnose issues, used network tools such as Wireshark to diagnose and troubleshoot customer issues such as network latency, install and communications issues between the NSP devices. Also performed (when required) customer onsite visits to troubleshoot NSP issues. Selected to create knowledge sharing content for McAfee top 100 customers, presented this information via Webex and participated in a Q & A of the information with our customers. Presented NSP technical training to the McAfee Support Account Engineers on a quarterly basis

Plano, Tx

- Tier-1 engineering support of ePolicy Orchestrator (ePO), MVM Vulnerability Management (Foundstone), SolidCore, and Database Security (Sentrigo).

Dallas/Fort Worth Area

- Responsible for pre‑sales qualification testing of SATA, SAS & Fiber Channel products into customer platforms- Performed new product testing utilizing Laser Doppler Vibrometer (LDV) to identify shock and vibration issues in customer Storage Area Network (SAN), Network-attached storage (NAS), and Blade Server products - Responsible for post sales diagnostic testing to monitor manufacturing DPPM, and quality control- Performed factory production line process audits for ANSI/ESD S20.20 program compliance at customer facilities- Provided failure analysis, and Closed Loop Corrective Actions (CLCA) with manufacturing facilities overseas

Bachelor'S Degree, Business Management

Associate'S Degree, Digital Electronics & Computer Programmng