Jeremy Stafford

Lewisville, TX 940-***-**** ad3og0@r.postjobfree.com

https://www.linkedin.com/in/jeremy-stafford-cybersecurity

Summary

Results-driven professional with over 20 years of experience in technical support, Jeremy excels in problem-solving and data analysis to provide effective solutions to client inquiries. With a goal-oriented, time-sensitive mindset with the ability to handle several tasks at once, he serves as a dedicated advocate for clients, catering to a diverse range of entities, including Fortune 500 companies and various government agencies, at national, state, and local levels. He has the flexibility to communicate technical concepts to everyone from CISO’s to the end-user.

Jeremy's career showcases a robust work ethic, innovative thinking, and a keen adaptability to the rapidly evolving technology landscape. He is solution-oriented, process-driven, and demonstrates proficiency as a quick learner. As a strong communicator, Jeremy consistently surpasses expectations and technical metrics in his previous roles.

Experience

Trend Micro

Principal Customer Support Engineer

11/2022 – 1/2024

•Assigned to high value and critical clients to ensure they are satisfied with currently used products and offered suggestions to better optimize product use.

•Supported Vision One SaaS console, Apex One SaaS console, and Cloud One SaaS console.

•Used various troubleshooting tools, from Procmon, Perfmon, Wireshark to understand software deployment failures.

•Used various Virus and Malware databases to research threats logged, understand threats found in customer environments, and remediate threats.

•Used Salesforce system to document troubleshooting steps taken and Jira to escalate issues to engineering team.

•Provided exceptional customer service while responding to phone, email, and online requests for technical support offering one call/one contact resolutions benefiting client retention, experience & satisfaction.

•Buit trusting client relationships by acting as a liaison between engineering and the client to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.

•Supported deployment, integration, and maintenance of Trend software products within client’s environments.

•Managed a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions.

•Effectively interacted with the engineering teams to provide solutions for complex technical issues.

•Shared best practices with other team members to enhance the quality and efficiency of support.

•Maintained and expanded working knowledge of all current and unreleased Trend Micro products as well as their integration.

Deep Instinct

Technical Support Engineer

10/2021 – 9/2022

•Trained customers on how to deploy Deep Instinct Agent and navigate the Deep Instinct Console.

•Used various Virus and Malware databases to research threats logged in the Deep Instinct Console and understand how to prevent those threats from being accessed.

•Advised customers on threats identified and whether those threats were malicious or false positives.

•Used various troubleshooting tools including Procmon, Perfmon, Wireshark and Event Viewer logs to troubleshoot agent issues, from performance to install/upgrade issues.

•Worked with our escalation team to have identify and escalate issues so they are resolved in a timely manner.

•In three months, cut call volume by 25% by building, launching & maintaining internal and external knowledge base using eGain software. Allowing internal and external clients to access information about the product as well as research known issues.

•Participated in active troubleshooting as an advocate for customers during the triage and resolution of high- severity cases - driving business reliability and customer satisfaction.

McAfee Security

Assigned Technical Engineer

8/2015 – 10/2021

•Assigned technical contact for high value, high-profile customers working closely with their IT departments to ensure the issues they faced were brought to our engineer’s attention and addressed in a timely manner.

•Responded to and managing complaints and escalations from customers assigned by my manager.

•Worked closely with a team of 10 to support multiple products for Fortune 500 companies as well as national, state, and local government agencies.

•Helped Fortune 500 companies develop and implement effective data loss prevention strategies reducing data loss by at least 70%.

•Used various tools to troubleshoot installation, upgrade, and performance issues of various McAfee Products.

•Used the ePolicy Orchestrator console to configure Data Loss Prevention and Encryption policies to secure endpoint systems for clients.

•Configured Network Data Loss Prevention policies to secure client networks.

•Recognized by manager and multiple clients as an excellent customer service advocate.

•Communicated with customers to set expectations and stay updated on the timeline throughout the issue resolution process.

•Worked across multiple teams, from sales to engineering, to ensure timely resolution of all customer issues.

•Worked directly with team engineers to troubleshoot customer issues.

Skills & Competencies

•MOUS Certified in Excel

•Data visualization

•Personable and team-oriented

•Highly motivated problem solver

•Deep Instinct Console

•Deep Instinct Agent

•ePolicy Orchestrator Console

•Data Loss Prevention Endpoint and Network

•Hard drive and Removable Media Encryption

•Collaboration and team communication

•McAfee EPO

•Proactive problem solver

•Process Monitor

•Performance Monitor

•Event Viewer Logs

•WinDBG

•Wireshark

•Familiar with parsing and reading debug logs

•PowerPoint

•SQL

•TCP/UDP & OSI Model

Certifications

AWS Certified Solutions Architect - Associate

Amazon Web Services (AWS)

12/2023

Leadership & Community Involvement

Scarborough Academy of Performing Arts

Volunteer

•Learned and performed various methods of public speaking

•Learned how to think quickly and advocate for myself and others on my team

2015 - 2020

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