Skilled Technical Support Engineer with broad base of experience in technical support and operations. Experience with high-level administration of LogRhythm SIEM application, environmental sizing, and best-practice recommendations. Immersive learner who enjoys assimilating new skills and knowledge from all available resources. Have developed innovative customer service and issue resolution skills over 15 years in myriad sales, customer service, healthcare and other technical support roles.
Skills
Advanced LogRhythm SIEM Expertise
SaaS & Windows Application Troubleshooting
Software Implementation & Training
Process Refinement
Innovative Communication Skills
Windows Server 2005 +
Team & Relationship Building
Server Hardware and VM Environments
SQL Server 2008 R2 +
Customer Satisfaction
Documentation & Process Creation
Knowledge Transfer
Work History
Analytic Co-Pilot Consultant, 06/2022 - Current Nice Systems – Richardson, TX,
Recurring consultation appointments with customers to improve cybersecurity posture of SIEM / SOAR
Deploy LR Labs Knowledge Base Modules - MITRE ATT&CK, CSC (NIST), PCI-DSS, ISO 27000, etc.
Run targeted investigations and use results to "tune AIE rules using filters, list values, application hashes, regex to reduce FPP and drive value added alarming for SOC environments
Optimize customer environments for workload and rule logic to decrease resource utilization - RAM & CPU respectively
Take Ownership of customer accounts and turn problems into solutions
Work with UEBA development team as SME / QA in order to craft deliverable service for Subscription Services
Senior Technical Support Engineer, 11/2019 - 06/2022 Citrix Systems Inc. – Seattle, WA,
Achieved highest customer satisfaction (CSAT) scores historically for company averaging 95-100% over tenure
Awarded MVP of support for 2020 for Q1 & Q2
Promoted to Advanced TSE in Jan 2021 then Senior TSE Oct 2021
Leader of Teams and Active Technical Mentor
Acting SME for multiple product functions including System Upgrades, Disaster Recovery, AI Engine, Smart Response and others.
Regularly assist Professional Services, Project Management, Sales, TAM & Co-Pilot, and Executive Leadership to resolve complex customer problems and provide Root Cause Analysis
Specialized in niche and tribal knowledge consolidation and dissemination to individuals and teams
Contract Administrator, 03/2018 - 05/2019 Canon Solutions America – San Jose, CA,
Managed software licensing, product activation, and support access for all Armor & AWS Hosted, ZOLL SaaS, and Enterprise customers.
Reviewed complex contracts for accuracy and implemented billing of corresponding products and/or services.
Negotiated creative payment plans and business strategies for delinquent accounts.
Fielded customer complaints regarding billing and software issues for all products and services on offer.
Retained over $500,000 in business during cancellation discussions with customers; turning detractors into promoters.
Created and edited procedural documentation for department transitioning to new financial and sales SaaS software integration (Salesforce - Zuora).
Restructured inventory management of Road Safety stock, and devised new processes for storage inventory auditing physical updates, and shipping of new and refurbished devices.
Support Technician, 01/2015 - 03/2018 EHR – City, STATE,
Historically top performer closing 200 + cases related to technical issues monthly.
Maintained highest ever Net Promoter Score (NPS) average - consistently 95-100% for overall customer satisfaction.
Supported SaaS billing program in development for recently acquired DME company for medical billing, and worked closely with R&D on issues, while following all appropriate escalation procedures.
Learned two additional product suites in order to assist in call volume reduction and increase overall knowledge.
Received peer-nominated Rising Star Award for performance and overall contributions.
Assisted customers with system recovery and re-builds after data breaches and ransom-ware attacks (.thor, .loki, etc.).
Worked diligently to create synergistic environment of trust and knowledge sharing with co-workers.
Became key contributor to highest ever performing support group in company history.
Education
BBA: Business & Healthcare Administration, Expected in 12/2014 - Belhaven University - Jackson, MS GPA:
Associate of Arts: Liberal Arts and General Studies, Expected in - Holmes Community College - , GPA:
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