Mark Bertoli Email and Phone Number

Working as part of the Sustaining Engineering group for VMware Carbon Black App Control server and also as of 2021 Carbon Black Cloud.

• Provided enterprise level support for PingFederate SSO and Federation product.• Responsible for all levels of support from initial setup and configuration to handling production down calls as well as on-the-fly changes to customer production environments.• Perform in-depth diagnostic work utilizing tools like strade, Fiddler, Live Http Headers, Wireshark and the MS Sysinternal suite to capture dmp files, monitor resources, and understand process hierarchy.• Troubleshooting of customer environments, including issues with AD attribute retrieval, IIS, and Kerberos/NTLM, as well as issues with Mac and Linux environments.• Reproduced customer issues internally, in my personal lab and created defects in JIRA.• Contributed to technical documentation, and knowledge base.• Trained and Mentored associate level engineers, and positive reinforcement via shadowing and assisting with difficult or high pressure issues.

• Provided industry recognized world class support for the enVision appliance via phone and email.• Conduct “Tech Huddles” to train the department on areas such as ODBC collection or understanding SQL.• Supported the underlying appliance OS (Win2k/2K3) including system maintenance tasks as automating backups and administering systems accounts.• Assisted with troubleshooting and configuration of log collection via Syslog, Syslog NG, Windows Agentless, SNARE, ODBC, and Check Point LEA to meet industry standards and requirements.• Detailed tracking of all case work in Clarify ticketing system, including research time, time to resolve, cause and resolution.• Reproduced software defects, filed bug reports in Jira and worked with Engineering until resolution.• Offered support for over 300 partner products including but not limited to Cisco, Check Point, Microsoft & Citrix products.• Provide assistance to SE and Pro-Services organizations for all onsite customer issues.• Received escalations from the level 1, level 2 and level 3 support teams.• Provided “Fly to fix” services for customers that required an on-site resource.• Attended product meetings and provided input for future releases of envision and Security Analytics

• Single Point of contact for Premium accounts providing technical support and account /escalation management.• Provided industry recognized world class support for the enVision appliance via phone and email.• Create “deep dive” training for the enVision support team.• Detailed tracking of all case work in Clarify ticketing system, including research time, time to resolve, cause and resolution.• Reproduced software defects, filed bug reports in Bugzilla and worked with Engineering until resolution.• Provide assistance to SE and Pro-Services organizations for all onsite customer issues.• Received escalations from the level 1, level 2 and Advance (level 3) support teams.• Provided “Fly to fix” services for customers that required an on-site resource.• Attend product meetings and provided input for future releases of enVision

• Provided industry recognized world class support for the enVision appliance via phone and email.• Joined the enVision team as part of a “get well” plan to bring seasoned resources into a newly acquired EMC department.• Supported the underlying appliance OS (Win2k/2K3) including system maintenance tasks as automating backups and administering systems accounts.• Assisted with troubleshooting and configuration of log collection via Syslog, Syslog NG, Windows Agentless, SNARE, ODBC, and Check Point LEA to meet industry standards and requirements.• Detailed tracking of all case work in Clarify ticketing system, including research time, time to resolve, cause and resolution.• Authored knowledge articles in Primus, making information readily available to customers and employees.• Reproduced software defects, filed bug reports in Bugzilla and worked with Engineering until resolution.• Offered support for over 300 partner products including but not limited to Cisco, Check Point, Microsoft & Citrix products.• Provide assistance to SE and Pro-Services organizations for onsite customer issues.• Received escalations from the level 1 and level 2 support teams.• Provided “Fly to fix” services for customers that required an on-site resource.• Attended product meetings and provided input for future releases of enVision