Support Engineer Product
Resume:
JOE’L GREENE
**** ******* *** ******, *** Jose, CA 95111
E-mail: *******@*******.***
In my role as a Product Support engineer (PSE), I have driven product defects and security improvements through working closely with customer’s and with cross platform mainline development teams, to resolve product issues. This has improved product quality, customer satisfaction and reduced over all product cost through reduction of development and support engagements. In my role as a Product Support Engineer, I have managed all levels of customer escalations to closure by providing resolutions such as configuration changes, product defeat resolutions, environmental solutions or by negotiating future target solutions. QUALIFICATIONS:
Product Support and Security
Product Security and customer support knowledge on VMWare based products, IOS and Android platforms.
Monitored vendor security alert’s and customer reported vulnerabilities, reporting vulnerabilities to security and mainline / development teams for resolution.
Ability to learn new products quickly.
Knowledgeable on ticketing systems such as Salesforce, Jira, Azure DevOps(ADO) KCS knowledge
Familiar with commercial and open source security tools such as Cenzic Hailstorm, Mu Dynamics, Retina, nessus, openssl, Qualys SSL Labs, SSL Shopper, Postman Knowledge with tracking systems such as Atlassian, Jira, Confluence Data Networking
Remote Mobile Management (Mobileiron/Ivanti EPMM), Wireless LANs, TCP/IP, UDP, endpoints, LDAP, Ivanti Cloud Neuron for -MDM / Connector / Sentry, Active Directory and Certificate usage. VPN / Appconnect
Installation, configuration and support of VPN gateways (Mobileiron/Ivanti Tunnel Sentry (Per App VPN, apptunnel), Ivanti EPMM/N-MDM 3rd party VPN configurations and associated clients. EXPERIENCE:
2021 – Jan 2025 Ivanti, Santa Clara, CA
Staff. Technical Support Engineer / Product Support Engineer (PSE): Customer support for Mobileiron/Ivanti EPMM Mobile management platform on VMware, Hyper V and hardware platforms, Ivanti Cloud Neuron for MDM and IOS, Android client device platforms, Android Enterprise. Worked with Product Management and engineering on Product defect and security issues to resolution
Product Support Engineer (PSE): Supported and Managed TSE(frontline) escalations and coordinated all escalations to development/mainline engineering for product defeat resolutions.
Product SME supporting all support levels in all case aspects such as customer calls and case reviews
Created and presented training presentations pertaining to Product training and troubleshooting technics
KCS coach, knowledge, review, approval and training Published knowledge based articles and Product Security Advisories. 2013 – 2020 Mobileiron Inc Mountain View, CA
Staff. Technical Support Engineer:
Customer support for Mobileiron VSP/EMM Mobile management platform on VMware, Hyper V and hardware platforms and IOS, Mac, Android client device platforms. Worked with Product Management and engineering on Product defect and security issues to resolution
Product SME supporting all support levels in all case aspects such as customer calls and case reviews
Created and presented training presentations pertaining to PKI / Certificate management, Specific Product training and troubleshooting technics Published Knowledgebase articles and Security Advisories 2000 – 2013 Avaya, San Jose, CA
Sr. Technical Support Engineer:
Tier IV customer support for Avaya VPN gateways and Session Border Controller. Product Security Support Team:
Product security/risk analysis. Monitored vendor security alerts and published Avaya Security Advisories. Supported customer product security escalations. 1977 – 1999 IBM, San Jose, CA
Sr. Lab Specialist/Lab Support:
Coordinated technicians in support of spindle motor prototype development. Performed acoustic, shock analysis and design of motor level life testing. Failure Analysis Technician/PC Support:
Field failure analysis and task forces teams. Trained technicians in failure analysis. Plant site PC support. Manufacturing test yield analysis. Coordinated product moves to vendor. EDUCATION:
2013 – Present Product Training
Product specific – EMM, Sentry IOS, Android and Cloud management services, Android Enterprise
2008 – 2013 Skillbridge, San Jose, CA
IPv6 Frameworks, Advanced Ethical Hacking, VMware vSphere 5 Administration 1999 – 2000 Computer Training Academy, San Jose, CA Network Operating Systems Administration/CNE/NT/Cisco Routers; Diploma A+ Certification
1983 – 1985 West Valley College, Saratoga, CA
Electronic Technology; AS Degree
1977 – 1978 Heald Institute of Technology, Santa Clara, CA Electronic Technology; Certificate
Contact this candidate