Summary:
I am an accomplished and integrity-driven Support Engineer and Team Leader, with a high level of whole-platform support experience. I lead by example to foster collaboration, learning, and professional camaraderie. I seek to obtain a complete understanding of an issue so that the resolution is an enhancement of the existing environment rather than a workaround; while also thoroughly and thoughtfully documenting the steps to find and solve the issue for others.
Technical Skills:
SQL, Microsoft Active Directory, LDAPv3, Networking layers 3-7, Windows Server, Enterprise storage (NetApp, Isilon, Unity, Nasuni), Windows & Mac OSX, Powershell, M365, Google Workspace, Entra ID, Exchange and Exchange Online.
Professional Experience:
Okta, San Francisco, CA
Senior Technical Support Engineer 2022 - Present
Provide effective and consistent guidance to assist customers in configuring and administering the Okta platform.
Own customer Support cases from start to finish; from the initial troubleshooting and information gathering, to the discovery of a root cause, to executing the best solution for the customer’s needs, and to documenting the solution in a readable format for Support Engineers and customers alike.
Love our Customers: Exceed expectations in every possible facet of customer interactions. Respond quickly and meaningfully during initial contact. Provide concise and accurate information. Listen to a customer’s concerns and never take them for granted.
Always Secure, Always on: Gather information from Support cases to thoroughly document bugs or other necessary changes that will assist the Engineering and Product teams on how to improve Okta code, processes, and apps.
Build and own it: Use the information obtained from Support cases to create new or enhance existing knowledge articles. Provide feedback to Product owners to ensure the excellence of Okta documentation.
Drive what’s next: Think beyond existing practices to improve both internal and external procedures and policies. Create new communication channels and invite collaboration. Drive discussions to ensure a consistent body of work from the whole of the Support team. Leverage the experience and knowledge gained to inform the Support, Training, Engineering, and Product teams.
Varonis, Morrisville, NC
Dedicated Support Team Leader 2022
Acted as a technical resource to my team for ongoing cases and assisted them with training. Continuously developed the team and measured KPIs.
Engaged in new product development process to ensure that all team members were prepared to support new products and releases.
Fostered a culture of engagement and ownership, enabling accountability within my team and collaboration with other teams.
Dedicated Support Engineer 2021 - 2022
Provided bespoke Technical Support, directly interacting with the Customer’s environment and personnel, designing a project-driven support cycle, all while developing and maintaining professional relationships with Product Owners and Product Stakeholders.
Facilitated customer-oriented technical discussions bringing unique expertise from other teams in a collaborative effort.
Made recommendations on tuning and configuration of environments to promote optimal performance and cohabitation of customer and Varonis applications.
Tier II/III Technical Support Engineer 2019 - 2021
Received and managed escalated support tickets related to the Varonis software suite and supported platforms.
Provided feedback to development teams based on emerging issues observed in the field, and advocated for product innovation through intimate knowledge of user experience.
Prepared official documentation and training for all support tiers; and directly consulted T2 engineers.
Integrated and configured data communications for all Varonis auditing and monitoring products, including connections to most Enterprise Storage platforms (Isilon, Unity, NetApp, Nasuni, Exchange, SharePoint, etc.), Office 365, AD and LDAP Directory Services, VPN platforms (Pulse Secure, Palo Alto, etc.), Web Proxies (Apache, Squid, Zscaler, etc.), DNS servers, and more.
Troubleshooted platform communications through proprietary and open-source back-end services (RabbitMQ, Solr, ZooKeeper, Logstash, Filebeat, etc.)
Uptime IT LLC, New York, NY
Technical Support Engineer 2018 - 2019
Provided technical support over the telephone, remote, and on-site in multi-platform environments.
Successful at troubleshooting, break/fix, installation and part replacement with both Windows and Mac OS PCs.
Active Directory and G Suite deployment and management.
Configured and administered cabling, switches, routers, wireless access points, and networked printers.
Expanded knowledge of Microsoft Exchange, Google Apps and Office365.
Installed and Administered Windows Server 2003, 2008 R2, 2012 R2, 2016 and 2019.
Configured and maintained virtual clusters using VMware and Hyper-V.
Experience with helpdesk ticketing systems (Faveo, ConnectWise Manage).
Hydden Technologies, New York, NY
IT Support Specialist (Consultant) Freelance
Responsible for providing technical support both over the telephone and on-site in fast paced, multi-platform environments
Set up staff workstations with PCs, Macs, phones and laptops
Performed day-to-day break/fix Mac and Windows support
Utilized Active Directory to maintain user accounts, configure group policies, and manage domains
Provided support and training for commonly used off the shelf and proprietary software applications
Configure and install new, upgrade or replacement computing systems, mobile devices, printers, VoIP Devices, telephone systems, and other technology tools.
Support meeting-related data connectivity, including setup & support of Audio Visual (AV) systems including video conference, audio conference, and presentation systems
Ensured network, system and data availability and integrity through preventative maintenance and upgrades
Education:
Ozarks Technical College, Springfield, MO, Associates of Arts