As a Break/Fix Support Engineer, I have worked on Computers,Security Appliances,Windows Servers, Linux platforms, Log analysis for most of my ten-year career. Created knowledge base articles, monitored incoming calls for quality, and produced reports for management. I have excellent communication skills and rapport with customers. Assisting IT professionals and end-users to configure and troubleshoot many network and PC issues for proprietary software and security compliant hardware.
Websense - San Deigo, CA.
Technical Support Analyst.
-The Websense technical department has been acquired by Forcepoint and has relocated to Austin, Texas as a new company (Forcepoint).
-My tasks were inbound and outbound phone support with remote desktop to assist.
-Determine the severity of the issue, install or troubleshoot the software. -Troubleshoot logs on the inux appliances and check configurations on thier Windows Server 2003-2008 and determine if the integration of the hardware or software was correctly configured. -Secure SSH root access to customers appliances to analyze logs and apply needed hot-fixes or patches. A re-install of software was required to resolve some problems. - Assisted IT clients to troubleshoot their network bottlenecks with DNS, TCP, DHCP, and Active Directory that was affecting performance.
Trustwave Irvine, CA.
Technical support to Team Lead
-2010 - 2013 I was promoted as a team lead, I mentored nine Tier 1 technical representatives and improved the company’s resolution cycles. I developed a ’Cut to the Chase” approach by having techs ask a series of questions to engage the customer and pin point the issue quickly. This process greatly assisted the next tier 2 team when escalated. -I proactively reviewed my tier 1 cases for best practices, notes and next steps for accuracy. Monitored phone calls and developed weekly reports as part of a coaching effort to improve technician interactions with customers, consequently, developing strong customer relations. Customer concerns were improved by tracking progress on their escalated cases by working - In 2008 -2010 I was promoted to a Quality assurance analyst, this new position was created to support and report on service level agreements
Rio Hondo Community College
Pipe Pressure Design - Two Semesters
GED - La Punte High School Ca.
IT Helpdesk Professional Certificate 1999