Help Desk Technical Support
Resume:
Over my *-year IT career I have worked with a variety of industry standard technologies while engaging with a diverse customer base around the world.
I understand the landscape of the modern cloud-based IT world and am excited to continue my learning experience to become a first in class engineer.
Customer focused problem solver who understands that my performance may dictate customer deadlines. I have consistently received 90% customer satisfaction through surveys post resolution
Analytical Thinker with a proven track record of quickly learning new systems and skill sets. I love solving puzzles!
Experienced Troubleshooter with knowledge of a variety of industry standard technologies including VoIP, MDM, SaaS, CaaS, and EDR. Expert at simplifying subjects and condensing information to help end users understand complex problems and their resolutions
Team Leader with experience managing a directing the efforts of 10+ colleagues in daily troubleshooting next steps, increasing knowledge, and advancing individual skill sets.
Areas of Expertise
Networking
Mobile Device Management
Operating Systems
VoIP
Workflows
Security
Professional Experience
2023- Present
CrowdStrike Technical Support Engineer
Troubleshooting the Falcon sensor for Windows, issues with the Falcon console, and other offerings of the CrowdStrike Falcon console with a broad focus across the entirety of the endpoint detection and response product.
Utilizing tools such as Wireshark to collect packet captures or .HAR files to troubleshoot browser issues, I’ve gained new skillsets to effectively and effectively resolve customer issues.
Working from Salesforce chat and inbound call lines as well as case work, I make use of Windows tools such as ProcMon and review diagnostic logs from affected hosts to determine and correct faults and errors on endpoints.
Strong focus on maintaining high CSAT and low backlog of cases on a monthly basis.
2018-2023
VMware; Technical Support Engineer – Workspace ONE, Windows
In this role I frequently managed a queue of around 25-30 tickets for various accounts. Responsibilities also included being a subject matter expert for my Windows colleagues, joining calls to assist new engineers and guide them toward becoming subject matter experts.
2015-2018
Vonage; Major Accounts, VoIP technician
After spending more than a year on the inbound call tech support team I was responsible for supporting Voice Over IP communications and functions for high value accounts creating added value for the business unit. Working with various corporate teams, my function was to provide a framework and proof of concept for new installations or help teams troubleshoot existing installations in complex networking environments.
2014-2015
Lowe’s Companies, Inc.
Tier 1 tech supporting store employees and developers needing access to environments. Also became the primary support person for troubleshooting Self-Checkout point of sales systems, specially trained by NCR professionals.
Education
CrowdStrike Certified Falcon Administrator: completed 3/28/2024
Caldwell Community College and Technical Institute; Hudson, NC
Associate of Science; Computer Information Technologies
2010-2013
Courses include - Networking, Operating Systems, Programming and Logic, JAVA, Security, Emerging Technologies
Military Background
United States Marine Corps 1999-2003
Highest Rank Achieved- E4; Corporal
Global War on Terrorism badge
Camp Lejeune, NC
Okinawa, JP
During my time as an enlisted Marine, I gained leadership skills, honed my work ethic, and learned to work as a team with diverse members from across the globe. Since my honorable discharge, my work ethic has not waivered. Every day is a chance to be better.
References
Sherri Calhoun- direct manager at VMware
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Elton Holmes – phD; data scientist, Amazon
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Greg Gomez – CEO, D9Tech Resources
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