Sam Holder Email & Phone Number

Overland Park, Ks, Us

Responsibilities and duties • Provide phone, email, remote assistance support to customers for multiple security vendors; Checkpoint, Juniper, F5, Crossbeam, Bluecoat, Fortinet, Sourcefire, Palo Alto. • Provide 1-3 levels of support and act as a point of escalation for other technicians and engineers.• Troubleshoot customer problems. Some examples are upgrade issues, routing issues, basic configuration. Any issue the customer cannot solve themselves. • Lab out customer environments in local lab to replicate issues. • Investigate lab results and provide root cause analysis to customers.• Implement change request for managed services customers. This includes upgrades, policy pushes, routing changes, backups, IPS signature checks, and any other changes or maintenance the customer needs done.• Investigate snmp alerts for managed clients. Examples: System down, high cpu, virus detection, exploit detection, fail over, alarms. Inform customers of results of investigation. • Document all changes and support issues in a ticketing system.• Learn new products and and stay current with all supported vendor releases

Warrensburg, Mo, Us

Responsible for networking equipment, windows servers, workstations, mpls links, general IT infrastructure. Transitioned the company servers from Windows server 2003 to server 2008. Upgraded datacenter networks.

Overland Park, Kansas, Us

Troubleshot customer issues over the phone.