Nikolas Dutra Email & Phone Number

Greenville, Sc, Us

As a Tier 1 Support Team Lead, I drive customer success by mentoring a skilled support team, resolving technical issues efficiently, and optimizing workflows through a tiered support model. My role includes:- Managing, training, and mentoring a team of Tier 1 Support Analysts, focusing on resolving low to medium-complexity cases- Primary escalation resource for Tier 1 Support Analysts, helping identify and address technical challenges faced by customers, and facilitating escalation and additional technical resources as needed- Developing and refining support processes and documentation to improve team efficiency and knowledge transfer that includes the creation of SOPs, KBs, and other documentation utilizing Confluence- Playing a major role in transitioning the Keyfactor Support team to a tiered structure, optimizing resource allocation and enhancing overall customer service efficiency and response times- Continually reproducing configurations and issues to identify customer issue root causes and implement effective solutions- Collaborating with other Support Team Leads and Customer Success Managers to assess, prioritize, and escalate cases for efficient resolution

As a Support Analyst at Keyfactor I played an integral role in the Global Professional Services team, ensured operational excellence and delivered top-tier support for clients. My role included:- Handling secure certificate management tasks for customer cloud-hosted or on-premises Microsoft CA and EJBCA deployments- Troubleshooting technical challenges related to Keyfactor software and Microsoft Active Directory, including Certificate, User, and Federation service operations- Supporting customer utilization of certificate management/enrollment protocols such as SCEP and ACME- Utilizing Zendesk and Salesforce ticket management systems for daily frontline telephone and email support, as well as off-hours system maintenance in alignment with customer service level agreements- Providing exceptional customer satisfaction, contributing to Keyfactor's industry-leading CSAT scores

United States - Remote

I provide remote IT support services. Some of the duties I perform for my clients include:- Conducting systems administration and maintenance of commercial web-based applications, implementing domains, managing users, roles, organizational units, and security rules - Improving client cybersecurity hygiene through password policies, user permission audits, and patch management of key software- Performing technical support for 10+ customer endpoints using telephone, email, and remote administration software such as TeamViewer and Quick Assist to resolve issues- Working with service providers and vendors to perform system upgrades, off-hours system maintenance, and quality assurance testing

United States

Seeking new career opportunities to perform the following:- Initial analysis, identification, and documentation of network/computer system intrusions. - Assist with incident response efforts including detection, verification & triage, scoping, containment, eradication, recovery, and remediation. - Identify and recommend potential solutions to improve the existing security posture and assist with testing/POC efforts as appropriate.- Check server and firewall logs, scrutinize network traffic, establish and update virus scans, and troubleshoot. - Deploy, manage and maintain security systems and their corresponding or associated software, including firewalls, intrusion detections systems, cryptography systems, and anti-virus software.- Conduct research, analysis, and correlation across a wide variety of all source data sets (indications and warnings)

Danville, California, United States

- Conducted due diligence and other information gatherings during the discovery process of potential investment properties and opportunities

San Jose, California, United States

- Prepared, analyzed, and ensured accuracies of multiple 10-K filings as part of engagement teams working with Fortune 500 companies in the Silicon Valley area

Danville, California, United States

- Outlined permit path timelines and fee schedules for all jurisdictions the company operated in an

Bachelor Of Science - Bs, Accounting

Activities and Societies: NCAA Division 1 Bryant Bulldogs Men’s Lacrosse, 2011-2014 Minors: Economics, Computer Information Systems

Cyber Defense Analyst Apprentice

- Analyzed network traffic and log data utilizing Wireshark, Snort, and ELK to respond to and remediate detection alerts - Investigated.

Professional Certificate, Essentials Of Cybersecurity

Summer Study Abroad Program

I participated in a ISA Study Abroad program located in Prague, Czech Republic. I took two courses while there: the History of the Czech.