• Manage small support team under 10 by scrubbing cases and joining customer escalations• Align with engineering and cloud operations by collecting and analyzing data to identify bugs/outages• Collaborate with TAMs, SEs, RSMs to expediate resolution of highest visibility customer-facing issues• Reproduce all reported technical problems to ensure authenticity, accuracy, and ownership • Conduct technical interviews for potential candidates to bolster and mentor support team

• Brought 30+ companies back from exiting Zscaler resulting in millions in ARR• Triaged and resolved critical items and scheduled routine touch points• Designed and negotiated long-term solutions and best practices • Played key role in Zscaler modifying authentication method due to unknown exploit

• Curate custom reporting with MySQL querying language and IBM Cognos – Report Studio.• Design, configure, and implement customers’ environments with site survey documentation.• Technical contact for Pre-Sales engagements and demonstrating POV• Right-sized and deployed OnCommand software/database warehouses with customer interactions

• Responsible for major outage incidents when storage controllers panic/crash and delivering RCA• Triaged and troubleshooted various data storage protocols to include NAS and SAN• Document technical knowledgebase articles to self-diagnose and resolve common issues• Assisted with data migration to include Secure copy and 7MTT

* Access to sensitive information due to granted Secret security clearance• Deployed to Iraq in support of Operation Iraqi Freedom III* During deployment, designed, installed, troubleshooted, and maintained all wired communication* Reacted to all reported emergency situations immediately at all times of day* Answered inbound calls, initiated senior teleconferences, and monitored switchboard activity* On a monthly basis, filled and tested security keys on all field cryptographic devices • Created and maintained Regiment-wide website while deployed on 26th MEU • Awarded Certificate of Commendation for ensuring website readiness and quality