Preston L. White

**** *** ****, ************, ** 28314

910-***-**** ad4k3z@r.postjobfree.com

Tier 2 Technical Support provides support for proprietary financial software to Financial and Accounting personnel, as well as troubleshooting networking issues and needs through research testing, and data analytics to help resolve complex customer service issues and requests related to the software. Committed and motivated employee focused on the success of the team, the solutions, the company, and its values, while also maintaining individual success.

TECHNICAL SKILLS

Windows 7/8.1/10 /11

Hardware/Software installation

Network implementation.

Install, configure, upgrade and troubleshoot vendor neutral systems Network Topology

Perform post installation configuration.

Hardware/software troubleshooting

Fault Analysis Hardware and software problem determination

Preventative system maintenance and support

Install and configure client and server operating system

Understanding of development, networking, security and business concepts Technical Training

Splunk, BURPSuite, ZAP, Wireshark, DataDog

Analytical and problem-solving skills

Web Application Scanning

False Positive/False Negatives

Windows, MAC OS

TECHNICAL TRAINING AND CERTIFICATIONS

SANS Institute of Technology

GCIH, GWAPT

New Horizons Computer Learning Centers, Durham, NC

Current certifications: CompTIA A+, CompTIA Network+, CompTIA Security+ (Valid thru 2024) DISA HBSS Admin

TECHNICAL EXPERIENCE

Insight Software, Raleigh, NC September 2021 – March 2024

Tier 2 Technical Support

Troubleshoot a high volume of customers with trouble tickets relating to the Spreadsheet Server Product including, document ticket information in Salesforce, Identified, analyzed, and documented product bugs in JIRA, troubleshooting interface with Excel

Used JIRA and Salesforce to maintain, update, and track ticket issues

Utilized SQL to update Templates for customers pulling Data through Software.

Bi-weekly cross-departmental interactions with Development, Management, and Product Management

Trained and assisted colleagues as the senior level support engineer

Analyzed Software connections with Deltek, Oracle, Oracle NetSuite, SAP, Yardi, ViewPoint, Sage, MRI, Lawson, and Microsoft Dynamics

Preston White Page 2

Qualys, Raleigh, NC September 2020 – September 2021

Technical Support Engineer

Utilized Splunk to analyze traffic logs, email, and report queries

Generated tickets with Customer Support and Development Tools (Salesforce, JIRA, and NetSuite)

Offered Global Technical Support for Payment Card Industry, Web Application Scanning, and Cloud Agent

Diagnose customer-related defects and provide on the spot resolutions for Policy Compliance, Vulnerability Management issues

Provide support via phone, email, and WebEx for Vulnerability Management, Web Application Scanning, and future new services as needed.

Firewall, Intrusion Detection System Brands & technologies, and Vulnerability Network Scanners

Packet sniffers, CIFS, DNS, ACL, server/client configuration

LAN/WAN infrastructures, Routers/switches

AppSmart, Raleigh, NC September 2019 –September 2020

Tier 2 Support Engineer

Investigating and reproducing bug reports from our customers and reporting them to our Solutions or Providers

Internal User account creation/maintenance/support/deactivation.

Provided assistance to set up, create, delete, and manage Email Filtering, Groups, Shared boxes, migrations, account creation and management.

File and account maintenance.

Updating Licensing servers, Users, and licensing information

Provided oversight and management of Backup solutions and Client-side VM’s for collaboration

Updated Web and Server SSL Certificates to ensure Accessibility of client’s assets

Created, transitioned, and managed customer Domains

Hays Contracting with Epic Games, Cary, NC October 2018 – September 2019

Helpdesk and Desktop Support Technician

Investigating and reproducing bug reports from our customers and reporting them to the Engine development team

Internal User account creation/maintenance/support/deactivation.

Maintain proficiency in current technological trends, hardware, software, and operating systems.

File and account maintenance.

Workstation/SDC builds/rebuilds/upgrades/imaging, and file/profile recoveries.

Assists in system analysis to resolve configuration and equipment problems.

Updating Licensing servers, Users, and licensing information

Conducting annual cable management and port Audits on 6 Server stations

Installation of software and hardware on End User machines

Email account, Distro, and Org box management within Google

Okta, Box, and Thycotic Account and access monitoring and management

Utilized OpsGenie to Monitor Global network and AP hardware

Preston White Page 3

Croop-LaFrance, Pope Army Airfield, NC August 2017 – October 2018

Helpdesk Supervisor\Assistant Program Manager

Network access (login, file and print services, web access).

Ticket lifecycle management. User account maintenance/support.

Maintain proficiency in current technological trends, operating systems.

Workstation/SDC builds/rebuilds/imaging, and file/profile recoveries.

Software and hardware upgrades, revisions, and configuration management

Assists in system analysis to resolve configuration and equipment problems.

Troubleshoot hardware, software and network problems.

Software and hardware maintenance, patches, and tech refresh installs, as directed.

Aid in working, coordinating, documenting, resolving, and closing trouble tickets when tasked and coordinate activities with Client Support Technicians (CSTs).

Manage the AFNet Remedy queues located at and/or supporting the base/users.

Provide support as Information Assurance Officers (IAOs) as tasked.

Utilize Remedy Management System (RMS) or similar service, maintain historical database of reported problems, and associated events, provide the local AO with statistics of calls received, number of trouble tickets submitted, average resolution time, listing of technical bulletins and information guides issued, and trend analysis information.

Preparation and coordination with user and the government, reports of software, operational, or documentation deficiencies.

Qualys, Raleigh, NC January 2016 – August 2017

Technical Support Engineer

Utilized Splunk to analyze traffic logs, email, and report queries

Generated tickets with Customer Support and Development Tools (Salesforce, JIRA, and NetSuite)

Offered Global Technical Support for Payment Card Industry, Web Application Scanning, and Cloud Agent

Diagnose customer related defects and provide on the spot resolutions for Policy Compliance, Vulnerability Management issues

Provide support via phone, email, and WebEx for Vulnerability Management, Web Application Scanning, and future new services as needed.

Firewall, Intrusion Detection System Brands & technologies, and Vulnerability Network Scanners

Packet sniffers, CIFS, DNS, ACL, server/client configuration

LAN/WAN infrastructures, Routers/switches

Lenovo, Morrisville, NC August 2015 – January 2016

Product Engineer ( Mobile/Desktop Engineering lab)

Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.

Create knowledge base materials dedicated towards operational efficiency

Provided laptop and desktop hardware and software support

Responsible for diagnosis and solutions for defects attributed to Lenovo/IBM personal computers.

Established test jigs for fault analysis in lab environments to duplicate critical customer issues

Ordered replacement parts for laptops, desktops, and tablets

Installation of Microsoft Office products

EDUCATION

University of Maryland, Adelphi, MD

BA Asian Studies

Community College of the Air Force, Maxwell, AL

AS Avionics System Technology

Sonoran Desert Institute, Tempe Arizona

Gunsmithing Certificate

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