Professional Summary I am a self-starter and possess the initiative to do as it takes. Following this motto "I say as I do and do as I say" and with a positive attitude. I take ownership of customer issues and monitor/provide timely feedback to customer all the way to completion. I possess excellent written and oral communication skills. I possess ability to empathize with end users and interact with people at all levels throughout the organization. I want to highlight some of the technologies I have worked with and have firsthand knowledge of: DOS, Windows 3.1/3.1.1/95/98/98SE/2000/XP/7/8/10, Solaris 8 & 10, Redhat Linux 5.8, CentOS 6.2, OSX 10. *Endpoint Protection Solutions: Intel security/McAfee, Symantec, Trend AntiVirus vendors *Enterprise Mobility Management Solutions: MobileIron, IBM Maas360, Airwatch, Cloud based Solutions *Vulnerability Assessment Solutions: Tenable Network Security, Qualys *Security Information and Event Management (SIEM) Solutions Splunk, HP ArcSight, IBM Qradar, and SolarWinds Log and Event Manager *Advanced Threat Detection (ATD) Solutions: Damballa, Bromium, Invincea, FireEye, Palo Alto Networks * RightNow and SalesForce ticketing systems * WebEx, Goto Meeting Other troubleshooting tools, TCPDUMP, Wireshark, Kiwi Syslog In 2010 I went to work for ForeScout Technologies as a Customer Support Engineer. Later promoted to 2nd Level escalations engineer as a resource and mentor to other Customer Support Engineer in my group. Trained and provided guidance to the team. I created a 575 page reference document to assist myself and other members of team to resolve product issues that have been learned during period of on the job over the 6 yr 2 months. I still possess a copy of the document which has pertinent information that can be used at any time for today's requirements. In 1997 I went to work for Cisco after the acquisition of StrataCom working in the ATM switch group. Because of my switching background, voice knowledge, and trial background I was offered a job in a new trial group. The group was responsible for New Product Introduction (NPI) of the ATM packet switch technologies. Later I was moved to a group that was doing beta trials on the new Cisco Carrier Router (CRS-1). In 1994 I went to work for Octel Communications a voicemail manufacturer in systems test and performed systems integration test, system regression test, and alpha trials. In 1981 until 1994 I worked for ROLM/IBM/Siemens in different capacities. * I started at ROLM Corporate in Santa Clara on Patrick Henry Drive in a QA test capacity testing Private Branch exchange/Computerized Branch exchange. * I was relocated in 1982 and went to the field to become a Customer Support Eng and managed a 4400 line PBX/CBX for a customer in Maine my home state. * In 1989 I was given a temporary assignment and relocated back to Santa Clara in Product Support capacity in the voicemail BU when the company was a subsidiary of IBM. * In 1993 I began working for beta trials group trialing products from Siemens after IBM sold the company. Core Qualifications Ability to analyze, troubleshoot, resolve complex Ability to empathize with end users and interact with network issue (s). people at all levels throughout the organization. Ability to determine where issue (s) lie and Ability to articulate where the issue (s) may be so it differentiate between hardware and software type. can be resolved in a timely manner. Ability to come up to speed quickly on any product Ability to identify when the issue (s) needs to be and become a resource for other team members and escalated to a different group or to management. mentor them and provide them direction. Ability to identify and differentiate priority and severity Ability to document and communicate issue (s) of issue (s) from one to the other. clearly to be sure the appropriate attention is given to Ability to work on issue (s) that are Customer facing the issue (s). as well as internal.

Highlights:

• IBM
• Management
• Protocol
• Security
• Support
• Troubleshooting
• Email
• Event Management
• HP
• Intel