-- Provided level 2 technical support for the Policy Compliance and Vulnerability Management modules of the Qualys SaaS platform in a friendly and professional manner using WebEx, Zoom, Teams, email and phone. Assisted customers with their scans for vulnerabilities and to determine policy compliance to industry standard benchmarks (CIS, DISA STIG, etc.)-- Designated Support Engineer for a large financial institution. Was the main point of contact for all technical issues regarding their use to all Qualys products. Resolved all break-fix issues, as well as answering usage and best practice questions.-- Collaborated with Product Engineering, Operations, Customer Service, Sales and Support teams to provide exceptional service to customers on high severity and escalated issues. Actively contributed in team collaborations to share knowledge and improve the overal effectiveness and productivity of the support team and reduce time to resolution of the customer’s issues and increase customer satisfaction.-- Quickly learned new products and technologies and adapted to changing workflows in a dynamic environment.

-- Provided technical support for Avamar and IDPA, enterprise-level backup and recovery solutions, specializing in Windows file system, VSS and databases. Used various Microsoft local system and networking tools and PowerShell scripting to assist in troubleshooting and resolving issues.-- Subject Matter Expert for Knowledge-Centered Support including authoring, approving, optimization and analysis of knowledgebase articles and resolution paths.-- IDPA Windows Client Team Coach starting in 2019, which included mentoring and training new hires and providing coaching for the whole team.

-- Level 2 support starting at the beginning of 2013, which included working with engineering on escalated service requests.

-- Installed, configured, and maintained internal and customer-owned Windows Server 2003/2008 and Small Business Server 2003/2008 servers (including Exchange and SQL) and Windows workstations.-- Provided support for internal and customer-owned XP, Vista, Windows 7, Microsoft Office, network hardware and wiring and firewalls, as well as patch management.-- Provided technical support and training for Autodesk products such as AutoCAD, Revit, and Civil 3D. Also provided installation and troubleshooting support for all aspects of network licensing.

-- Provided desktop and server support for call center and administrative staff at a startup company.-- Responsible for installation, maintenance, troubleshooting, and reconfiguration of telephone system, network, and computer systems (servers and workstation.)

-- Responsible for end user support and the administration of workstations, servers (Windows and Citrix) and the network for an Application Service Provider with approximately 10 clients and 500 users.