Nick Vadala Email & Phone Number

Boston, Massachusetts, United States

• 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.

Lake Mary, Florida, United States

• 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.
• 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.

Lake Mary, Florida

• 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.

Orlando, Florida Area

• 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.

Orlando, Florida Area

• 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.
• 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.

Deland, FL

• 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.

Orlando, Florida Area

• 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.

Orlando, Florida Area

• 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.

Bachelor Of Science - Bs, Information Systems Technology - Cyber Security Specialization

I've taken coursework for Security+ and Certified Ethical Hacking.

Associate Of Science - As, Information Systems Technology - Security And Virtualization, 3.234

Magna Cum Laude

High School Diploma, 3.4

Activities and Societies: Student Government, Drafting Academy