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Work Background
LaceworkSenior Customer Support Engineer
Jan. 2022 - Jun. 2024RemoteAssisted customers with rolling out Lacework's Cloud-based security solution - Integrating associated cloud Accounts (AWS, GCP, Azure) using the web user interface or infrastructure-as-code and - Addressing Lacework API & CLI, Agent Issues, Non-Compliant Cloud Resources - Verified issues/vulnerabilities with IaC-Security, SAST/SCA, etc - Confirming Host & Container vulnerabilities and Event Investigation via Container registry integrations (ECS, GCR, etc.) - Reproducing, documenting, and escalating defects to engineering Proactively monitored and managed the status of Lacework customer cloud environment, consisting of - AWS Config, AWS CloudTrail - Azure Config, Azure Activity Logs, - GCP Config, GCP Audit Trail - Snowflake Data Share, and Container Registry (Docker Hub/v2, ECR, GCR) incoming integrations. - Ensuring CIS Benchmark & Lacework Custom policy Compliance - Reviewing security alerts and events from Lacework's security solutions to deliver detailed analysis reports with thorough investigative walkthroughs Submitted and advocated for customer/internal feature requests worke with product management to prioritize them
Worked directly with Documentation team in building the Lacework knowledge base and documentation library, nd authored several topics
Acted as a technical advisor and partner for sales-orientated technical presentations and demonstrations to customers, Customer Success staff, and senior management.
Assisted in improving the internal Technical support function and processes.
IBM ResilientCustomer Success Engineer
Oct. 2016 - Dec. 2021Supporting the IBM Resilient Incident Response Platform
Assisting users via email, remote session or on-site visit.
Troubleshoot and mitigate issues that may arise during use of the platform.
CarboniteTechnical Customer Support Representative III
Nov. 2009 - Aug. 2014Boston, MaResearch users' case history to identify technical issue and provide assistance to customers using the Carbonite software.
Assists end-users through phone, chat or email channels using remote software, or quick walk-through methods.
Collaborate with other team members to come up with solutions to general issues.
TechBoston AcademyTechnician Specialist
Sep. 2008 - Jul. 2009Provided personal assistance to end-users of the domain.
Maintained student laptops to prolong usage efficiency and minimized hindrances.
Resolved issues with faculty technologies. (Laptops, projectors, SMART boards, audio equipment)
Repaired and replaced faulty technologies as needed, such as printers, scanners, fax machines, etc.
Canaccord Genuity Inc. (formerly Canaccord|Adams)Helpdesk / Desktop Support Intern
Jan. 2008 - Jul. 2008Troubleshot end-user's issues as needed, escalated issues when necessary and closed tickets when resolved.
Phone calls made by the end-user to the IT group.
In-person visits to the IT group.
Using a ticketing system implemented by the company. (Lotus Notes)
Logged and tracked at least 150-200 tickets a month.
Documented broken user equipment and provided loaner equipment.
Imaged new machines (desktop, laptop and workstations) for new and returning hires.
Loaded images onto new machines using a RIS server. (or manual installation)
Performed hardware and software installations and upgraded users' machines when required.
Migrated data from old Exchange Servers.
Monitored and managed company hardware inventory.
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