Technical Support Engineer - Team Lead
Jan 2023 - Current
Thrive DX
Take ownership of customer issues and ensure that they are resolved in a timely manner, while providing accurate and timely feedback to customers. • Attend virtual meetings with clients to analyze, troubleshoot, and diagnose problems, following the SLA for issues with respect to their severity. • Manage multiple cases at once, troubleshooting software errors reported by clients, installing and upgrading software components, managing virtual servers, and integrating automation processes. • Identifying software solutions and document technical processes for both internal and external use. • Assisting clients in setting up Phishing/Awareness/Smishing campaigns for their organization to ensure maximum utilization of the product. • Addressing issues reported by instructors and learners during Cyber Security Boot Camps. • Workoing closely with Pen testers, Devs, and QAs to ensure the product is delivering the required outcomes. • Leading the team on complex projects to maintain secure operations. • Developing and implement new standards and policies to improve team efficiency and effectiveness. • Focusing on enhancing the customer experience by designing new ways to operate. • Teach team members how to access back-end processes and customer VPS's using SSH protocols and Linux commands. • Perform system updates from Debian to Ubuntu and execute data migrations using SCP protocols.
In summary, I am responsible for providing leadership to the team and exceptional technical support to customers, ensuring that their issues are resolved in a timely manner while adhering to best practices and industry standards, leading the team
IT Support Level 3 – Day Shift
July 2022 - Jan 2023
Take A Lot
• Provide advanced technical support to users with complex technical issues related to hardware, software, and network systems, • Using in-depth knowledge of operating systems, software applications, and hardware to identify the root cause of issues and resolve them efficiently. • Documenting issues and resolutions by creating and maintain documentation for technical issues and resolutions, which is used as a reference by Level 1 and Level 2 support staff. • Providing guidance and training to Level 1 and Level 2 support staff to help them resolve technical issues more effectively. • Escalating complex issues to System Admin / Dev and product management or vendors and ensure that the issues are resolved in a timely manner. • Implementing security measures including firewalls, intrusion detection, and anti-virus software, to protect the company's IT systems
and data, SSL Certificate and PKI implementation. • Performing system upgrades and maintenance to ensure the IT systems and network infrastructure are up-todate and functioning efficiently. • Monitoring and optimizing performance of IT systems and network infrastructure to ensure maximum uptime. • Collaborating with other IT teams to implement and maintain IT policies, procedures, and standards across the organization. • Participating in IT projects, including new software and hardware implementations, system upgrades, and network infrastructure changes, working closely with System Admins for Organization Software Deployments and implementation. • Setting up Zoom Webinars for Organization All Hands. • Setting up Mac Machines for Software Engineers based
on required specification, and assisting with migrations from one Mac to another during upgrades.
Technical Support Engineer - USA | Night Shift
October 2021 - Jan 2023
Digicert
Providing telephone, email and live chat-based support • Managing workload to ensure all customer issues are handled and resolved in a timely manner • Cross-functional collaboration to disseminate information in a clear manner to all audiences • Ability to effectively prioritize and execute tasks in a high-pressure environment • Analyze complex customer issues to identify problem area(s) and recommend and take corrective action • Providing superior customer service and build successful long-term customer relationship • Working closely with management to provide valuable input to improve the product's vision and to make DigiCert customers successful • Develop common question and answer documentation to be included in DigiCert's Knowledge Base • Demonstrate ability to accurately gather information and document customer issues through the CRM tool • Actively support achievement of team goals, objectives and compliance within SLA • Achieve and maintain high levels of customer satisfaction • Also serve in a trusted role capacity as a Registration Officer which is relevant to your system access privileges • Assisting with the issuance process for the products we provide to our customers, for example research customer organizations and verify organization contact details online, Validation Process • Working on weekends and/or join an on-call roster when required.• Platforms/Technologies working on include MPKI, API, SSL, Codesigning, HTML, DNS, S/MIME, SMTP, SSO, IoT, AD, Server management and Networking protocols.
Technical Support Analyst - USA
July 2020 - September 201
Digicert
• Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty
• Working on PKI, SSL, Codesigning, HTML, DNS, S/MIME, SMTP and Networking protocols.
• Managing support tickets, email, phone, and chat.
• Receive inbound customer emails/calls and place outbound follow up emails/calls during scheduled hours, providing an excellent customer experience at all times
• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
• Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
• Installations of Certificates, windows server, firewalls, Linux, Apache, Tom Cat, Cisco AS500, AWS, Nginix, webservices and many more
Senior Support Technician
Jan 2016 - June 2020
Bytes Systems Integration
• Diagnosing hardware and software related issues across the range of supported devices (Desktops, Laptops, Tablets, Mobile)
• Primary Desktop Support (Installation, configuration, problem identification and resolution for Microsoft and Apple products and other supported products (Windows 7 | 8.1 and 10, Office 365, Apple Mac, SAP etc.)
• Business portal support and report generating web applications
• Primary support for group executives, directors & senior managers
• Proactively support the entire Desktop environment and make recommendations to the Team Lead
FSE | Field Service Engineer
May 2013 - Dec 2015
Gijima Technology People
Troubleshooting hardware, software and network operating system | Providing individual training and support on request | Providing recommendations about accessing information and support Maintain current and accurate inventory of technology hardware, software and resources
