- Provide product support to Trend Micro clients, primarily handling Very Large Enterprise accounts (100k+ users).-Specialize in on-prem and cloud endpoint security, anti-malware, threat prevention, XDR, EDR, file storage security, cloud conformity, and application security.- Develop expertise in designing, implementing, managing, and troubleshooting security tools and processes.- Expertise in Anti-Malware, Behavior Monitoring, Predictive Machine Learning, Application Control- Strong understanding of firewalls, VPNs, IDS, packet trace analysis, and network protocols (TCP/IP, DNS, LDAP).- Strong understanding of PostgreSQL, Microsoft SQL, and Oracle DB.- Proficient in troubleshooting Microsoft Windows (Server 2000-2022, Windows 10), various Linux distributions (RHEL, Debian, SUSE), and Unix systems.- Handle high-priority cases (SLA Priority 1 or Priority 0), joining calls with clients to resolve production-affecting issues.- Work with internal teams (R&D, Sales, Account Management) to manage customer scenarios effectively.- Assist with integrating third-party products (e.g., Splunk, Entra, Active Directory) into Trend Micro environments.- Lab management: Build and manage on-premises (VMware/Hyper-V) and cloud lab environments (AWS, GCP, Azure, OCI) for testing and reproducing customer issues.- Training and Interviews: Participate in interviews, panels, and training for new engineers and cross-training existing engineers on new products.- Lab Administration: Coordinate access to cloud environments and distribute lab resources (Dell Lab boxes) to engineers.- Proactive Monitoring SRE Team:- API and SaaS Monitoring: Handle API failures in customer SaaS environments, working closely with R&D to address deployment failures, capacity issues, and incorrect customer configurations.- Tools Utilized: Leverage Kibana, Grafana, Jaeger, Jira, and Azure Data Explorer for proactive monitoring and troubleshooting.

● Service, install, and maintenance enterprise network for student housing for Multiple campus sites across DFW● Maintain own schedule for onsite customer appointments within 24-48 hour SLA● 24/7 availability to respond to emergency outages promptly● Experience in ITIL 4 and IT platform ServiceNow and Solar Winds● Perform Administrative task such as generating bi-weekly and monthly reports/audits.● Tracking and updating escalation tickets via ServiceNow● Participates in two hour Call Center shift each day assisting students across U.S. with troubleshooting accounts and service. Outage detection and reporting.● Experience with Dell EMC, Cisco, Aruba, DHCPatriot, Sandvine, Windows, PuTTY

• Admitted to Merit America, a highly selective learning program with <10% acceptance rate, following rigorous assessment of technical acumen, interpersonal skills, and professional aptitude • Completed hands-on coursework focused on Java and Web development, including methodologies such as Agile, 12 Factor, Git, Design Patterns, and AWS Deployment• Developed leadership & professional skills for future career advancement in the software development field

Smart Home Professional/Technician · Service, Installation, and Sale of Vivint Home Security and Smart Home Automation products and services· Commission earned by upselling services & products to customers· Account management with each customer ensuring installation process is smooth and easy· Install Camera System Using wifi Power Over Ethernet (poe) bridge, power-line communication (plc) · Work long hours (12+ hours, 6 days availability) regularly to meet customer demands in busy season· Install and service, Security panels, Sensors, Fire Safety, Thermostats, and Life Saving equipment· Configure Routers, Cameras, Panels, Wifi Repeaters, Wifi Mesh, Switches, PLC to Optimum Levels

· Install, troubleshoot ISP & Satellite service and products in both residential and commercial applications· Install FTTP GPON technology, Make mechanical fiber connections, installed Fiber to Ethernet conversion box· Route and wallfish low voltage wiring (CAT5, coax, Fiber etc.)· Trace and Tone Pairs with Tone Wand and Generator · Install Mesh Wireless Networks & Configure wireless networks· Troubleshoot Customer devices on Wireless Network (IPad, laptops, Security systems, etc.)· Educate customers to ensure they are well informed and confident when using services· Route Outside fiber drops on Fiber-to-Prem installations, Measure Light with Fiber Meter· Working attics, crawl spaces, basements and other small spaces to deliver service· Experience with 25 pair color code, 66 block, 110 block, CAT5 Jacks and use of punch down tool· Mount, Aim, & Peak Satellite Dish, Used Meter & Surveyed site for best placement

· Install and troubleshoot service in both residential and commercial applications· Work closely with IT/ Phone Vendors to ensure customer expectations were met· Participate in regular On-Call rotation To accommodate business needs · Configure firewalls, LAN DHCP, Wi-Fi, and Static IP/Routing for customers· Certified and equipped with extensive expertise with Cable, Telephony, High Speed, Data · Experience in advance commercial services (Polycom, SIP Trunk Services, and Hospitality Cable Service)· Troubleshoot shorts & faults in cable both coax and TP copper for telephony· Follow safety regulations and keep organized route to meet demand of guaranteed appointment windows· Experience with Wi-Fi Routers and switches (including Power over Ethernet) · Performed Preventive Maintenance on Hybrid Fiber/Coaxial nodes, A/C Power units, and distribution Cable · Measure/Troubleshoot RF Frequencies with meter and verified adequate signal was achieved

*Troubleshoot and Install HVAC equipment in residential applications*Commission earned by selling products such as humidifiers, air filters, furnace units, and A/C units.*Experienced in On–Call rotation*Replace parts and components for furnace and A/C units when defective*Worked long hours (12+ hours, 6 days availability) regularly to meet customer demands in busy season*Operated company vehicle, often times long distance driving (2+hours)*Provided expertise and information to customers to ensure great customer service