• Handled issues regarding multiple forms of data ingestion for AWS hosted information securitysoftware.• Created and configured collectors and parsers for the Devo SIEM using SQL and Groovy.• Monitored and maintained the Devo SIEM platform for performance issues, alerting via API, and potentialnetworking issues.• Maintained effective communication with customers through different channels like web, email, andphone.• Prioritized and managed the workflow using Salesforce and Jira between customers and engineers.• Worked on troubleshooting, diagnosing, and resolving issues in a Linux based environment hosted byAWS.• Maintained procedural documentation and reports for the internal knowledge base, and customerfacing documentation.• Ability to learn and work on changing cloud technologies.• Assisted with SOAR migrations for select customers.• Established and maintained good working relationship with customers and other IT securityprofessionals.

• Investigated, diagnosed, and analyzed technically difficult and/or politically sensitive problems. These include OS panics, system hangs, data and file system corruption, and network problems on Veritas Appliances running on Linux.• Captured customer interactions in writing including investigation, troubleshooting, and resolution of issues.• Worked closely with the customer to resolve complex system-level problems related to de-duplication, hardware, or cloud configuration with AWS/Azure on Veritas Appliances.• Managed backlog of cases, phone queue, and schedules Zoom/Teams meetings to insure all customers issues are handled in a timely manner and driven to resolution.• Documented known issues, workarounds, and general information to add to the support knowledge base.• Staged suspected issues with lab hardware to facilitate troubleshooting.

• Managed hosted Windows Server based virtual environments in vSphere with multiple virtual server including Citrix XenApp, Active Directory, and Cognos. • Responded to monitoring service alerts for cloud clients that required after hours work for critical cases. • Resolved customer concerns raised during installation, operation, and maintenance of hosted applications. • Troubleshooting problems with malfunctioning systems of hosted applications and recommended corrective action. • Documented customer information and recurring technical issues to support product quality programs and product development in Salesforce. • Recreated client issues, tested the environment(s), identified and documented how applications and systems interact to supported business processes.

• Utilized technical ability and Analytics domain expertise to prioritize support issues and respond appropriately to multiple critical situations. • Managed difficult customer issues effectively and professionally, seeking help from management, as appropriate. • Replicated customer scenarios for configuration/environmental solutions and or prepare the issue for engineering review using a test environment in a virtual machine.• In-depth product knowledge on Kronos Workforce Analytics product and complimentary Workforce products, platforms and technologies. • Analyzed customer configurations and thinking out of the box to resolve and/or find a work-around or alternative solutions for SQL based programs.• Professionally documented and communicated product research and resolution status and findings to peers, management and customers including executive level in Salesforce.• In depth troubleshooting, analyzed and solved complex customer issues utilizing documentation, knowledge base, bug tracking system and support staff.

• Provided multi-level technical support for diagnosing, reproducing, and fixing software and hardware issues such as NFS, UNIX remote file sharing protocol. CIFS, Windows NT remote file sharing protocol.• Created shareable knowledge base and knowledge methodology using using the NetApp knowledge base website www.support.netapp.com. • Client’s dedicated multi-protocol network file servers which feature an innovative architecture, optimized file system including Write Anywhere File Layout (WAFL) and powerful proprietary micro kernel based operating system Data ONTAP, which features an integrated RAID protection for data security. • Reviewed/assessed technical situation and established case priority/severity in accordance with the service level agreement. Used SAP and Smartsolve to document and triage hardware, software, and performance cases.• Worked in SAN lab environments for hands-on troubleshooting and issue reproduction.

• Provided excellent customer service and phone support for DSL customers via inbound phone calls.• Documented all cases through an internal ticketing system.• Remotely logged into modems for DNS verification and setup.• Assisted customers with initial modem setup and network configurations.• Supported 3rd party wireless devices, set up VPN, and managed wireless networks.• Managed case-load in adherence to departmental goals/policies. • Performed PC tune-ups and removed malware via remote log in sessions.• Installed and managed Frontier Secure products including anti-virus, hard drive backup, and identity protection.

• Responded to customer questions about DSL Internet over the phone.• Worked with customers to correct DSL issues, initial modem setups and existing configuration changes via inbound phone calls.• Managed Microsoft Outlook inbox for customer email requests.• Assisted multiple customers at one time with connectivity issues, slow speeds and setting up new wireless devices through instant messaging service.• Set up appointments for on-site technician visits.• Used an internal ticketing system for enterprise level technical support to keep track of calls and case notes.• Logged into DSLAM equipment for extensive troubleshooting on the back end of the network for major outages.• Analyzed line statistics for DSL signal and provided assistance with DSL connectivity issues.

• Managed customer AT&T cellular accounts.• Assisted customers with dropped calls, pictures not sending and loss of service and provided customer service via inbound calls.• Documented all cases in Phoenix and Telegence, the AT&T internal ticketing system. • Created cases for escalated situations to ensure efficient issue resolution.• Placed orders for devices and accessories.• Handled billing issues with AT&T accounts.• Set up online accounts for customers and walked through how to use self-service options.• Managed Windows workstation effectively using metrics to track handle time, availability and call volume.