Technical Support Engineer

Darryl McGee

Phone: 804-***-****

Email: *****.*******@*****.***

CORE TECHNICAL SKILLS & COMPETENCIES

Operating Systems: Windows Server (2000–2019), SQL Server (2000–2019)

Enterprise Applications: Verint AI Suite, Citrix XenApp/XenDesktop, Philips Patient Monitoring Systems, Microsoft SQL Enterprise Manager

Support Tools & Platforms: Remote Desktop Tools, AWS Cloud Services, Case Management Systems (Salesforce, ServiceNow, CRM-based platforms)

Networking & Hardware: TCP/IP, Telemetry Devices, Wireless Transceivers, Bedside Monitors, Medical Device Integration

Support Expertise: L2 Technical Support, Incident Management, Root Cause Analysis (RCA), Performance Tuning, Knowledge Base (KB) Documentation

Methodologies: Change Management (ITIL), Ticket Lifecycle Management, Cross-Functional Collaboration, Continuous Service Improvement

Certifications: CompTIA Network+, CTT+ Certified Trainer

Education: B.S. Social Sciences – University of California, Irvine

Teaching Credential: GACE ETS – Middle Grades Social Science

PROFESSIONAL EXPERIENCE

Verint Systems – Alpharetta, GA

Product Support Engineer AI-Based Quality Monitoring Solutions

Dec 2016 – Mar 2025

Delivered L2 remote technical support for AI-driven customer engagement platforms across AWS, hybrid, and on-premises environments.

Performed advanced troubleshooting, root cause analysis, and log diagnostics to ensure SLA adherence and system uptime.

Collaborated with Engineering and R&D teams to resolve escalated tickets, driving down Mean Time to Resolution (MTTR).

Authored and maintained technical documentation, FAQs, and KB articles to improve team efficiency and self-service resolution rates.

Supported application deployment and version control using cloud-based service management tools.

Citrix Systems – Alpharetta, GA

Technical Support Engineer XenApp & XenDesktop Division

May 2014 – Dec 2016

Provided global Tier 2 support for Citrix virtualization platforms, managing incidents via remote desktop, phone, and email.

Diagnosed and resolved high-impact issues in multi-domain, enterprise-scale virtual environments.

Used performance monitoring tools and SQL Server queries to identify latency and application degradation.

Updated CRM ticketing systems with thorough case notes, technical resolutions, and escalation paths.

Digital Systems – Alpharetta, GA (Contractor for McKesson Corporation)

Technical Support Network Analyst Healthcare Enterprise Systems

Feb 2013 – Feb 2014

Delivered Level 2 enterprise support for McKesson’s healthcare software suite across hospital networks in the U.S.

Leveraged SQL Server Management Studio (SSMS) for troubleshooting clustered environments and resolving application-level errors.

Validated and monitored key SQL services and logs for uptime and operational continuity.

Ensured compliance with healthcare IT support standards including HIPAA data handling protocols.

Philips Healthcare – U.S. National Support Team

Technical Support Engineer III Patient Monitoring Systems

May 2006 – June 2012

Provided remote technical assistance to field engineers and healthcare IT teams for patient monitoring platforms.

Conducted in-depth log analysis and root cause troubleshooting for issues related to Windows Server and SQL Server-based telemetry systems.

Resolved connectivity and hardware interface issues related to wireless telemetry, transceivers, and bedside monitoring systems.

Ensured successful system integrations with central station platforms and hospital infrastructure.

ADDITIONAL DETAILS

Cloud Environment Support: Hands-on experience supporting applications on AWS-hosted environments, with exposure to IAM, EC2, and CloudWatch logs.

Documentation: Proven track record of improving first-call resolution rates by developing standardized KB articles and quick-start guides.

Cross-Functional Engagement: Worked closely with engineering, QA, and product management teams to improve customer satisfaction and post-mortem reporting processes.

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