Xander Lamkins Email & Phone Number

• Regular Responsibilities:
• Managed a team of up to 8 support engineers.
• Work alongside Tier Manager to continuously develop the team and measure KPIs.
• Manage and approve team escalations and ensure efficient and top-class case handling by my team.
• Act as a technical resource to the team for ongoing cases and help to assist them with training.
• Engage in our new product development process to ensure that all team members are prepared to support new products and/or releases.Project Highlights:

Raleigh-Durham, North Carolina Area

• Work as a member of the highest support escalation team (anything above falls under ENG). o I work directly with our engineering teams daily and often act as their liaison with customers. o Provide feedback to.
• Act as a direct consult to T2 members and manage and participate in customer war room chats.
• Assist small to large enterprises alike with upwards of thousands of servers and up to several petabytes of data to ensure our platform interfaces with each and every individual server to pull potentially tens of.
• As a Core team member, my primary subjects of responsibility include nearly all behind the scenes data communications for the DatAdvantage product and audit and monitoring configurations spanning more than 14 different.
• Case purview of undocumented/novel issues, time/mission critical, high profile/sensitive customers, and high valued pending deals.
• Manage a concurrent caseload of up to a peak of 40 which covers managing long term remediations, implementations, and handling internal escalations from other teams.

Raleigh-Durham, North Carolina Area

• Project Highlights
• Migrated all company services to Okta (from OneLogin) and raised up Windows Server infrastructure in AWS to increase compatibility ultimately allowing us to manage permissions and accounts from a single source.
• Provisioned a cluster of RDS servers to provide contractors a secure and uniform way of accessing our product.
• Built our internal PKI from the ground up to provide authentication for employees internally, centralize our trust, and help ensure we met requirements for regulatory compliance.
• Created documentation for clients to reference when setting up ADFS SSO integration with our product.Regular Responsibilities
• Provide technical support for 20 onsite staff and approximately 50 offsite contractors.

Morrisville, NC

• Original Consultation & Setup
• Worked with operations officer to prepare a budget for all IT and call-center infrastructure.
• Set up office network, domain, zero-clients, and MultiPoint servers.
• Worked with multiple vendors and providers to set up a scalable call center.Regular Responsibilities
• Perform server and network maintenance as necessary to ensure near perfect uptime for callers.
• Manage Asterisk PBX servers to add call routes, agents, and queues as client base expands.

Raleigh-Durham, North Carolina Area

• Regular Responsibilities
• Provide technical support for our local and remote/field staff.
• Expand and maintain our local server and network infrastructure at our several office locations.
• Maintain inventory and servicing for 400+ pieces of equipment such as laptops and servers.
• Work with vendors to make equipment orders, establish services, and handle contracts.
• Present to and discuss with Deputy Directors & VPs about upcoming and in progress IT projects.

Raleigh-Durham, North Carolina Area

• As a support technician,
• I provided prompt, on-site and remote, technical services and assistance.
• I monitored and managed client backups and health reports to ensure the integrity and safety of their data.
• On many occasions, I developed custom software solutions for clients and internally to enhance productivity.
• I was often assigned time sensitive internal projects such as server migrations (P2V and V2V) and the installation and configuration of a plethora of software packages such as Labtech, WHMCS, cPanel, and Asterisk.
• I communicated with clients daily via phone, ticketing, email, and in person on-site.

Business Administration, Computer Information Systems

Education record