Mindy B. Email & Phone Number

Denver, Colorado, United States

Denver Metropolitan Area

Denver, Colorado

Englewood, Co

• Provided technical support for the SaaS Email Protection/Web Protection, Cloud ePolicy Orchestrator, Web Gateway Cloud Service, McAfee Security for Microsoft Exchange and SaaS Email Archiving.• Performed command line troubleshooting (telnet, trace rt, nslookup, netstat), network support, IIS/Exchange, VMWare Setup while successfully handling escalations in various CRM/ticketing systems; provided remote support via LogMeIn/WebEx; executed business and enterprise level support. • Played a key role in new Microsoft Exchange Security Software deployment; successfully learned new software in order to produce superior customer service. • Assumed the main point contact role for escalation issues; trusted by management to resolve most challenging/critical customer support problems.• Trained Peers in McAfee Security for Microsoft Exchange.• Set up internal virtual environment for peers to test McAfee products.• Built relationships with Product Specialists and Support Engineering Operations members to increase my product knowledge and improve customer support.• Documented issues and solutions in McAfee products to aid peers with troubleshooting.

Englewood, Co

• Personally managed troubleshooting issues with Internet, including SMTP, IMAP, and POP.• Utilized multiple tools to determine the cause of issues; determined appropriate solution for each customer. • Delivered an excellent customer experience by ensuring superior service for current business needs, offering accurate and timely information related to outages, billing and service orders. • Participated in the launch of a critical Business Customer Chat Support Program. • Successfully promoted to help desk support role in October 2015; assumed the lead position for troubleshooting related issues, order entry and point of escalation for customer issues; acted as a mentor/trainer for new employees.

Tampa/St. Petersburg, Florida Area

• Provided troubleshooting for a wide variety of technical issues, including Internet connectivity issues, port forwarding, and reserved IP addresses.• Resolved connectivity problems for an array of consumer devices and wireless networks. • Selected to be a critical part of a team known as "Knights of the Wi-Fi": the team helped in developing successful guidelines with connecting consumer products to the Internet; tested new billing software.

Fort Walton Beach, Fl

• Taught all levels of mathematics to students from grades 6-12: these students were referred by the school district for truancy or as part of their probation.• Determined potential gaps in students’ education; advanced their mathematics education; created learning environments respectful of cultural diversity, physical limitations, gender differences and affiliations to meet all students’ needs. • Promoted positive reinforcement, mutual respect/accountability.

Freeport, Fl

• Maintained detailed lesson plans corresponding state standards; produced PowerPoint presentations to facilitate learning for students and peers. • Encouraged students to use technology; created a warm atmosphere where students learned to strengthen science readiness.

• Supported detailed lesson plans; managed attendance and grading records; helped coordinate a "Mission to Mars" Research Program. Gained valuable experience as an educator able to blend cooperative learning, classroom management and innovative teaching to create a foundation for lifelong education

B.A., Physics

Activities and Societies: Eta Sigma Phi (classics honor society), Society of Physics Students

Associate Of Science (As), Computer Programming/Programmer, General