Michael Honor Email & Phone Number

Luxembourg

Part of small team of Tech Leads/Principals that provides technical leadership across entire Appsec and Datasec Support Function.

Last line of support once a case is escalated by Support to RnD.Work closely with both Support and RnD (and if needed, customers).Provide Support with direction and next troubleshooting steps or resolutions to known issues.Provide an in depth analysis to RnD (including analysis of core dumps, code, SSL issue and more).Creating training and articles to improve the knowledge of Support.

Technical Support Engineer Team Leader: July 1st 2016 - Present:* Keeping most the same duties as previous position but now in charge of a team.* Helping Q/A team with testing methodology* Mentoring and helping raise the skill levels of the lower tiers.* Having an understanding of all client's current and past issues and prioritising work accordingly.* Weekly meetings with heads of other departments to work together and plan our best way forward for the company.Senior Technical Support Engineer Tier 2: August 1st 2015 to July 1st 2016.* Took over escalated cases that require more deeper investigations: Usually this had to do with Database and Data integrity troubleshooting, Uncommon Errors that arise and with Clients who have either become irate or have had their issue open for more than a usual amount of time.* Changing/Fixing of Stored Procedures that are not functioning as expected.* Writing of error reports and what needs to be done if issue was Code and not DB related.* Handling of the more difficult client environments when UI/Datbase/Server issues arose.Technical Support Engineer Tier 1: July 27 2014 - August 1st 2015:* First line of support for any issues and troubleshooting that clients might.* Work closely with Clients via Ticketing System and Screen Sharing.* Performed all Installation and updates to Clients Environments.* Implement, fix and customise clients environment for our CardioLog Analytics Product.Work with SQL, Windows Server 2003/2008/20012 , SharePoint 2007/2010/2013, PowerShell/SharePoint Management Console, IISManager, CliConfg and anything else that we need to adapt to our Customer Highly Adaptable Enviroments!* Writing up issue and research reports for cases prior to escalation.Q/A:Proactive testing for Bugs/Issues/Break in the product (Pre-release) with use of SQL,Scripts and Stress Tests.Recreate issues that are unique to some clients based on their Network and Server Configuration,

Cape Town Area, South Africa

Onsite Support Technician for a variety of Companies Small to Large Corporations.Built, Managed and Supported the lowest Hardware/Software Requirements all the way to Building/Managing and Supporting the entire networks from Cables all the way up to Servers(Hardware and Software{Active Directory,DSL, DNS, BES, Exchange, Maintenance} ) as well VOIP communications and Multi-network Printers.

High School, Maths, Business Economics, Computers Hg , English, Afrikaans., 12

Activities and Societies: 1st Team Rugby and Hamilton Club Rugby, 1st Team Basketball, Acted in Musical, House Captain of one the schools.

Education record