Escalation Engineer Resume Profile

Information Technology Security and Support Specialist

Solutions-oriented IT Support Specialist with proven success in an extensive range of corporate IT initiatives including: planning, analysis, implementation and deployment of solutions in direct support of business objectives. Successfully guided businesses in designing, testing, deploying and, maintenance of Liquid Machines environments. Hands-on experience with all aspects of design, administration and support for endpoint protection to prevent endpoint breaches from malware and other clandestine practices.

Areas of Expertise:

Network and Endpoint Security
Document security
Data Integrity / Disaster Recovery
Team and Project Leadership
Technical Writing knowledge base and report type
Budget Management
Policy Planning / Implementation
Detailed troubleshooting

Technical Proficiencies

Platforms:	Windows 9x/NT/2000/XP/Vista/7/8 CP , Linux Ubuntu, Fedora, Red Hat , Mac OS
Networking:	TCP/IP, Secure Tokens, Ethernet, FTP, SSH
Tools:	McAfee/Symantec/Check Point/Kaspersky Anti-Malware Protection, Liquid Machines Document Security Server and Client, WireShark, TVDebug Viewer, Check Point Firewall, Microsoft Office Suites through 2010 SP1 , Active Directory, MS SQL 2000 2008 R2

Professional Experience

Confidential

Escalation Engineer

Worldwide support for Liquid Machines Document Security
Full Disk Encryption, Secure Access firewall, anti-malware, etc.
Liquid Machines document security including:
o Document Control server and client LMDC , Blackberry Gateway, Exchange Gateway, and File Share Gateway
Endpoint Security MI managed Full disk Encryption
Windows Server management 2000 2008
Active Directory administration
Remote Access tools such as Teamlinks, LogMeIn Rescue or WebEx
Pre-sales technical support of Endpoint products leading to securing multi-million dollar sales based on tech support experience
Guided a customer in stopping and eventually preventing an ongoing virus outbreak. Conficker
Provide guidance and auditing assistance for customer this includes their current Windows network environment
On Call on a rotating schedule
Exceeded customer expectation on a Full Disk Encryption problem on new Sandy Bridge based laptops resolved in 4 days.

Confidential

EPO /Policy Enforcer MPE /Protection Pilot PRP /Desktop Firewall DFW
Verify customer databases in Enterprise Manager SQL 2000 Assist Tier 1 with action plans for customer issues
Assist with Pre-Sales and Sales Escalations issues for customers when problems are encountered while evaluating McAfee management products
Able to close majority of cases in first call
Wrote numerous articles pertaining to EPO PRP
Database manipulation via OSQL, Query Analyzer and Enterprise manager
Break/Fix Assistance for EPO/PRP
Recommend best practice and best security practice regarding EPO/PRP
Offer best practice for EPO deployment
Assist with migration from MSDE to SQL Enterprise Server
85 plus resolved rate on first call

Confidential

Support Professional,

Responsible for supporting Premier customers with Office deployment scenarios
Support included break/fix issues and detailed analysis of environment
Recommended best practice for deployment planning
Supplied customers with patching solutions, including evaluation of the current patch deployment schema
Advised on methods for moving from client patching to managed patching or from managed to client patches
Proven exceptional customer satisfaction ratings
Resolved Blaster virus issues for personal customers while maintaining the same level of customer service as would be expected with any Premier or Professional customer

Confidential

Manager Information Systems

Maintained existing technology and systems with a limited budget, often below budget expectations. Markets were in several areas in Texas and each contained a LAN with only dial-up access for external communication.
Responsible for maintaining, monitoring and configuration of network servers and all hardware related to the local networks in each store and headquarters
Interfacing with customers via telephone or face to face to correct PC problems utilizing all tools at my disposal including PC Anywhere
Configuring Cayman 3220, Speedstream and CISCO DSL routers, installation and configuration of Watchguard Firebox 1000 and SOHO firewalls
Configuration of Windows 2000 Terminal Services clients to support In-house created software package

Confidential

Computer Technician I

Confidential

Computer Technician

Confidential

Burn-In Bench Technician/Software Loader

Confidential

Computer Repair/Build Technician

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