Allen Waikahekahenui
Keaau,HI
Summary
Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Expertise in Windows, Mac, and Linux systems and Cloud environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
20
20
years of professional experience
Work History
Data Entry Analyst
CrowdStrike, Inc.
06.2023 - Current
- Using CJIS certification, manually created GovCloud Health Checks in Microsoft Excel using the GovCloud Falcon UI and Salesforce UI for GovCloud customers and the CrowdStrike Technical Account Management team
- Providing input to the EDS team on the testing of the GovCloud Health Check 'bot' that would eventually automate the creation of GovCloud Health Checks
- Continuing training toward Salesforce Administrator certification in order to assist the CrowdStrike Technical Support management team and improve productivity.
- Completed data entry tasks with accuracy and efficiency.
Senior Technical Support Engineer
CrowdStrike, Inc.
07.2018 - 06.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Resolved customer problems via telephone, email, or chat
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Created knowledge base content and systems to capture new learning for reuse throughout the company and user base
- Led technical communications within the team to share best practices and knowledge
- Provided well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain service
- Took end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
- Serves as internal point of contact on customer escalations and ensures customer issues are resolved as expediently as possible
- Subject Matter Expert on USB Device Control product feature
- Technical expertise on Windows, Mac, and Linux platforms
- Delivered Tier-3 support and SME input to internal and external customers.
Data Processing User Support Technician II
State of Hawaii Department of Education
08.2015 - 07.2018
- Managed a fleet of 420+ Chromebooks using Google G Suite
- Managed faculty and staff laptops and computers using Cisco Systems' 'Meraki' and MS Windows' 'Remote Desktop' applications
- Planned, conducted training for, and provided technical assistance to departmental personnel in the use of a variety of data processing equipment, systems and applications
- Researched and submitted purchase orders for all technology purchases for the school.
Program Coordinator
University of Hawaii - Hawaii Community College
09.2014 - 08.2015
- Planned, developed, and scheduled non-credit courses for adults using Microsoft's 'Project' software.
Educational Specialist
University of Hawaii - Hawaii Community College
03.2014 - 09.2014
- Provided professional and effective telephone and in-person computer and network technical support to all visitors of the 60 desktop computers in the college's computer laboratory.
Education
Master of Science in Information Technology - Information Security and Assurance
Purdue University Global
Bachelor of Science in Technical Management - undefined
DeVry University
Skills
- Problem-Solving
- Project Management
- Software Updates
- System Configuration Changing
- Interpersonal Communication
- Process Improvement
- Technical Troubleshooting
- Technical Documentation
- Ticket Queue Software
- Technical Support
- Customer Service
- Remote Support
Timeline
Data Entry Analyst
CrowdStrike, Inc.
06.2023 - Current
Senior Technical Support Engineer
CrowdStrike, Inc.
07.2018 - 06.2023
Data Processing User Support Technician II
State of Hawaii Department of Education
08.2015 - 07.2018
Program Coordinator
University of Hawaii - Hawaii Community College
09.2014 - 08.2015
Educational Specialist
University of Hawaii - Hawaii Community College
03.2014 - 09.2014
Master of Science in Information Technology - Information Security and Assurance
Purdue University Global
Bachelor of Science in Technical Management - undefined
DeVry University