Tony D. Email & Phone Number

San Diego, California, Us

* Investigate and solve the most critical and complex issues, using various tools and technologies while collaborating and working hand in hand with our Product, R&D and DevOps departments.* Help the Technical Support organization to become more proficient and knowledgeable via training, mentoring and ad-hoc development of tools.* Conduct code trace and source code analysis, mastering various debugging tools varying from Network to Application layer.* Be responsible for identifying trends and providing an holistic view on the various product features and represent the voice of the customer in front of internal teams.* Manage highly complex cases and help the Technical Support teams drive faster resolution while reassuring our customers they are in the best hands possible.* Influence the future of the product roadmap via features and bugs prioritization.

San Diego, California, Us

* Conduct weekly 1:1 technical case reviews with team members, to ensure progress of cases, address individual technical gaps, and provide guidance for case resolution.* Be the regional focal point (aka SME) for at least one advanced topic (for example, security or DevOps-like questions)* Own and manage at least one major Diamond customer. scope: all cases that can’t be resolved in first response, manage escalations, join weekly / monthly reviews with the customer (if applicable).* Constantly update new hire training materials to be kept up to date with product changes, and take part in actual on site new hire training* Deliver advanced training to the local support team at least once a month* Encourage and execute knowledge sharing actions among team members* Lead or take part in implementing at least one global initiative or project* Involvement in escalations:* * Lead technical escalations, provide updates and delegate technical tasks as seen fit during escalation time* * Take ownership of cases that are related to business escalations

San Diego, California, Us

* Act as the technical focal point for customers, partners and internal teams, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs* Handle incoming support calls/emails of existing customers and onboard new customers under defined SLA’s* Find creative solutions, possess out of the box thinking to unique problems, and capable of thriving under pressure* Collaborate with Product and R&D scrum teams to ensure Cybereason’s hunting platform is designed for supportability* Work closely with the company’s Customer success and Sales teams, as well as our global customers across multiple territories and regions* Maintain a list of known issues, workarounds, and planned fixes in order to contribute to an ever growing knowledge base

San Francisco, Ca, Us

* Provide direct customer-facing support for all D2iQ platforms and services, including Konvoy (Kubernetes-based platform), DC/OS (Apache Mesos-based platform), and services that run on top of these platforms (e.g., Kafka, Kubernetes, Cassandra, Spark, HDFS, Elastic stack, Istio, etc.) via Salesforce, Slack, and Zoom* Field general questions, technical inquiries, troubleshooting and reproducing issues, identifying bugs, resolving outages, and providing root cause analyses* Create, triage, monitor, and review JIRA issues for customer issues, feature requests, bug reports, etc.* Act as technical escalation for fellow COPS engineers, and provide continued training and mentoring* Regularly interface with internal engineering, product, and sales teams regarding customer issues, bug reports, testing, and feature requests* Focus on identifying gaps in processes, increasing the shared knowledge of the team, and encouraging teamwork and involvement* Author both internal and customer-facing documentation and knowledge base articles. Write and review documentation for the D2iQ product portfolio

Boise, Idaho, Us

Provide administration, server support, management, and server side network configuration for multiple clients. Assist L3 Engineering with oversight of multiple servers throughout the complete lifecycle of design, implementation, maintenance, performance improvement, upgrade, and retirement. Act as a conduit between L3 Engineering and the Operations Center by identifying, documenting, and transitioning procedures and tasks that facilitate improvements to Infrastructure Services. Responsible for regularly contributing to the development and continual improvement of Operations Center Standards for monitoring, automation, knowledge management, training, and overall best practices that can be utilized in Design, Transition, and Operation of Infrastructure Services. Responsible for supporting L3 Engineering with disaster recovery plans, backup and recovery administration, and security policy settings as well as other duties or tasks as assigned by Managed Services Leadership.

Boise, Idaho, Us

Provide leadership to the team in all aspects of the NOC. Assist transitional client project teams with defining technical issues/solutions, and adhere to client expectations. Plan, train, and communicate to team members of new client environment and expectations; as well as additional work, or knowledge needed within team. Coordinate with manager and other senior level OCAs to include the definition of needs, benefits, and technical strategy; support of operations, testing and rolling-out new operational automation initiatives and solutions. Participate in technical research and analysis to enable continuing innovation within client’s infrastructure. Provide technical guidance to team of Operations Center Administrators before escalation. Provide updates to management on Team goals and reporting. Research and recommend innovative, and where possible automated approaches for system administration tasks and identify approaches that leverage our resources and provide economies of scale. Perform all tasks of Operations Staff.

Boise, Idaho, Us

Assist transitional client project teams with defining technical issues/solutions, and adhere to client expectations. Plan, train, and communicate to team members of new client environment and expectations; as well as additional work, or knowledge needed within team. Coordinate with manager and other senior level OCAs to include the definition of needs, benefits, and technical strategy; support of operations, testing and rolling-out new operational automation initiatives and solutions. Participate in technical research and analysis to enable continuing innovation within client’s infrastructure. Provide technical guidance to team of Operations Center Administrators before escalation. Provide updates to management on Team goals and reporting. Research and recommend innovative, and where possible automated approaches for system administration tasks and identify approaches that leverage our resources and provide economies of scale. Perform all tasks of Operations Staff.

Boise, Idaho, Us

Perform daily lower level engineering task of System Administration related solutions for various operational needs within client’s infrastructure. Create and maintain measurable proactive and sustainable metrics that may be used by Technical Operations Management monthly reporting. Install new / rebuild existing servers and configure hardware, some peripherals, services, settings, directories, analyze storage requirements, etc. Develop and maintain installation and configuration procedures, templates. Contribute to and maintain system standards, documentation, for Taos, as well as clients. Provide Tier III/other support per request from various constituencies and investigate and troubleshoot issues. Perform periodic performance reporting to support capacity planning. Lead shifts and communications to Management. Train new team members as well as train on new processes or support activities. Perform ongoing performance tuning, and resource optimization as required and configure CPU, memory, and disk partitions as required.

Boise, Idaho, Us

Ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational and client values. Provide the first line of support for internal customer calls, e-mails and support tickets. Proactively monitor all production networks, servers, applications and services. Respond to alerts/alarms and escalations according to standard operating procedures. Escalate issues to client & Tier 3 (systems, networking & engineering) as necessary to meet required SLAs. Help define and document Operations Methods & Procedures (M&Ps) for the Network Operations Center department. Implement and strictly follow change management procedures and systems to ensure the reliability of the network and applications to meet service level agreements. Work with Tier 3 Engineering support and third party vendors both during routine deployment and outages. Ensure escalations are handled in a professional, consistent, and relentless manner. Manage incidents from beginning through final resolution, including customer notification. Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups. Perform regular security monitoring to identify any possible intrusions. Perform daily client backup operations, ensuring all required file systems and system data are successfully backed up, to expectations. Perform regular file archival and purge as necessary. Create, change, and delete user accounts per request. Repair and recover from software failures. Coordinate and communicate with impacted team, and clients. Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure/add new services as necessary. Maintain operational, configuration, or other procedures.

Boise, Idaho, Us

Work with customers via online helpdesk system, telephone and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals. Perform security administration functions for user access, data access, and remote access. Create, add, and maintain documentation in knowledge database, including problem determination, resolution, and escalation procedures. Issue timely, accurate, and professional company-wide notification regarding incidents impacting the user community. Communicate status of incidents to end-users, IT groups, and IT management in accordance with priority and IT Service Desk procedures.

Interact continuously with inmates; provide positive reinforcement when appropriate and role model appropriate behavior. Prepare and write a variety of reports regarding inmate conduct and other institutional issues and retrieve data using the computer system. Restrain inmates, patrol units and tiers and conduct cell searches. Conduct searches for contraband and react instantly and appropriately to emergencies.

Repair, maintain and administer hardware and software support which includes PC's, Networks, Servers, switches and hubs, LaserJet and Inkjet printers, video conferencing, and TWAIN products. Install and setup Networks from start to finish for labs. Write instructional material for non-technical users. Troubleshoot and fix PC hardware, including all components, and Operating System issues including Win98, NT, Win2k, and WinXP on approximately 400 computers. Troubleshoot LaserJet problems and replace components such as rollers, fusers, and maintenance kits. Consult and recommend computer and equipment needs for staff. Ensure computer and server uptime, backups, and overall performance by properly maintaining and upgrading equipment when needed. Ensure security is being met through network and computer policies. Cabling in both CAT5/6 and Fiber termination.

Interact continuously with inmates; provide positive reinforcement when appropriate and role model appropriate behavior. Prepare and write a variety of reports regarding inmate conduct and other institutional issues and retrieve data using the computer system. Restrain inmates, patrol units and tiers and conduct cell searches. Conduct searches for contraband and react instantly and appropriately to emergencies.

Associate Of Applied Science (Aas), Information Security & Digital Forensics

Diploma, Micro-Computer Operations