Technical Support Engineer

Mark Tyson

Apex, NC

919-***-****

*******@*****.***

TECHNICAL SKILLS

Storage – NAS/SAN – DataDomain, Avamar, Integrated Data Protection Appliance (IDPA), Onstor, Xyrataex, Sepaton, 3Par, Xiotech, LSI

Hardware/Software – Windows, Linux, Dell switches, Data Protection

Analytics (DPA), DPSearch, VMWare, Data Protection Central (DPC)

Networking - TCP/IP, UDP, DNS, DHCP, HTTP, SNMP, SYSLOG/TTLS, etc., Layer 1,2,3 troubleshooting

Analysis -Network General Sniffer, IBM Trace and Performance, TCPdump

Certifications:

- CCNA - expired

Experience:

Silversky Inc. – Cybersecurity

Product Support Engineer 10/22 – 2/24

-Helped customers deploy collectors, agents (Windows/Linux/EDR) and other applications.

-Verified company is receiving logs into syslog cluster and SIEMs

-Provided direct technical support to customers and partners via email, ticket systems, phone, and video conference with screenshare. Work cross-functionally with account managers, security services, software engineers, and other internal teams to solve problems and improve customer experience.

-Troubleshoot technical issues to determine root cause of problems, propose and implement workarounds, and work to implement a solution.

-Create, improve, update, and review internal / external documentation to streamline the customer experience and share key learnings with the rest of the organization.

EMC/Dell

Principal Technical Support Engineer 3/11 – 8/21

-Provide the highest level of customer support and technical issue resolution via E-Mail, phone, chat

-Collaborate with colleagues and other groups when necessary to achieve resolution of customer issue

-Identify root cause and escalate to specialist/engineering when resolution is not achieved in a timely manner.

-6yrs. Technical Support Lead for Data Domain Networking Team (CIFS, NFS, Replication, Performance, NTP, SNMP, snapshots)

-1 yr. Data Domain Avamar integration specialist (backups and storage)

-3.5 yr. Supporting Integrated Data Protection Appliance (IDPA)

Glasshouse Technologies

Technical Support Engineer, 06/06 – 3/11

-Provide Level 2 client support and technical issue resolution via E-Mail, phone and other electronic medium in a 24/365 call center

-Configuration of client's equipment to provide data access via NFS and CIFS

-Configuration and troubleshooting of permissions, quotas, local/remote mirrors, NDMP, NTP, zoning/mapping, backend storage and other data access/protection issues

Education

Wake Technical College Raleigh, NC

Associate Degree - Computer Engineering

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