Technical Support Engineer

Xavier Gilmore

**** ********* **** ***** ***** Carolina, NC, 27560 (646) 355 – 5535 *************@*****.***

Technical Support Engineer

Responsible, proactive, independent, motivated and highly coachable professional with more than 5 years of technical customer support experience. Resolve challenging technical issues in a professional manner with minimal downtime.

PROFESSIONAL EXPERIENCE:

Varonis, Morrisville, NC July 2013 to July 2015

Technical Support Engineer

Responsibilities:

Professional Technical Support for Varonis Customers, Partners, Sales Engineers and Prospects

Recognized, Diagnose, Troubleshoot and Resolved Alpha, Beta, and General Releases of Varonis systems.

Self-Efficient in solving customer’s tickets with minimal downtime, using Varonis documents, Ticket History, Patch Management, Knowledge base articles and outside sources ie. Google, Microsoft, SQL, etc.

SQL Server 2005- 2012 support for monitoring Varonis Databases.

Configured and supported Windows 2003- 2012 servers, Windows Active Directory 2003-2012, EMC Celerra VNX/Isilon systems, NetApp 7 Mode and Cluster Mode systems 7.1-8.2 versions, Microsoft Exchange 2008-2013, SharePoint 2007-2013, HP-NAS and Unix servers to function with Varonis systems

TCP/IP Protocols, Ports, DNS hostnames, Firewall, and some IIS configurations

FootPrints Monitor Ticket system for technical support tickets.

Utilize Cisco WebEx Web Conferencing to fix complex issues in the Customer’s Varonis environment.

Constructed Reports to present data per customers request through Varonis DatAdvantage and DataPrivilege

Helping customer’s recognize sensitive data using Varonis Data Classification Engine

Assisting customers to recognize CIFS and NFS file system permissions and presenting CIFS and NFS directory structure through Varonis systems.

Support Varonis DatAnywhere for syncing files from File Servers with users personal devices (Computers, tablet, smartphones) internally and externally off the network

Worked From Remote Location when required from Manager

Microsoft Corporation, New York, NY Jan 2012 to Oct 2012

Unisys Contractor Helpdesk Technician

Responsibilities:

Helpdesk Support for Microsoft Corporation 2,000+ user base.

Phone support for offsite clients and users.

Adding users permissions and group policy in Active Directory

Installed, diagnosed, troubleshoot, and repaired end users pc’s hardware/software in a major corporate environment.

Incorporated Microsoft’s own Microsoft ITSM (I.T Service Management ticketing system) through the Global Helpdesk for resolving end users incidents and request.

Troubleshoot physically and remotely in Windows 7 Enterprise, Windows 7 Ultimate, and Windows 8 Consumer preview environment.

Microsoft Windows RDP or Microsoft Lync for remote desktop troubleshooting for offsite clients and users.

Troubleshoot Microsoft Office 2010 applications including Outlook 2010 and Word 2010.

Created and managed Active Directory for user’s local and domain accounts, group policy and user settings and permissions.

Configured users Smartcard pin to RAS (Remote Access Server) in Microsoft environment from outside internet source.

Incorporated Microsoft Lync to communicate via phone, chat, or remote desktop for users and clients issues and request.

Imaging through bootable USB and network drives for Windows 7 Enterprise, Windows Server 2008, and Windows 8 Consumer Preview.

Installed manufacture’s hardware updates, Windows updates, and Windows Security.

Resolving wired and wireless connectivity issues.

Worked Overtime to resolve extended issues and request including nights and weekends

ASI /Technology Staff Personal, New York, NY Sept 2009 to Oct 2011

Computer Technician/Field Technician/Lead Deployment Technician

Responsibilities:

Install, diagnose, repair, replacing, configure, customize and personalized users computers, printers, laptops and servers from clients including Standard and Poors, NYC Comptrollers site, and 80 percent of the Department of Education.

Break/Fix in Apple and Windows environment with DOE client. Troubleshoot disk errors and permissions using Disk Utility and Disk Warrior in Apple Environment. Troubleshoot Iwork, Ilife, and Mac Windows Office 2010.

Trained and managed 20 employees to deploy and configure Windows XP, Windows Vista, Windows 7, MAC OS X Jaguar 10.3, MAC OS X Tiger 10.4, MAC OS X Leopard 10.5 and updated versions, MAC OS X 10.6 Snow Leopard and updated versions, on HP, DELL, Lenovo and APPLE units(Emac, Imac, Macbook, Powerbook, Macbook air) using Ghostcast and Fog server. Configuring HP and SUN servers using Windows server 2003 and Windows Server 2008.

Installing Adobe Flash Player, latest Java scripts and Active X controls.

Set up networks wired and wireless in Windows and Apple (Airport wireless network) networks.

Microsoft Excel for Inventory log at DOE sites (Serial #, Model #, Manufacturer, and Asset Tag). Moderate troubleshooting and repairing printers. Some network cabling and electrical work was implemented.

Worked overtime hours to complete client request including 12 hour shifts, overnight and weekends

EDUCATION:

SQL Server 2008 for Administration with Global Knowledge Course, Raleigh, N.C., 2015

BS, Data Communications, Touro College, New York, N.Y., 2011

Per Scholas Apple Certification hardware Software training course, Bronx, N.Y., 2009

New Horizons Computer Training Facility: A+ and Net + Courses completed, New York, N.Y. 2007

Digital Media Arts (DMX) at Touro College Pro Tools and Apple training certificate, New York, N.Y. 2004-2006 Deans List Honoree 2005-2006

Computer Science degree at City College Of New York, New York N.Y. 2001-2003

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