Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Brianna Hernandez

Brianna Hernandez

Quincy,United States

Summary

A passionate and driven Technical Support Engineer, well rounded in various markets, but undeniably passionate about cybersecurity and incident detection response. Put any product in front of me, and I will learn how to use it. I am insatiably curious, and always looking for ways to improve processes and the customer experience. If a customer doesn't remember my name after an interaction, I have not done my due diligence. I am never done - my job is not over when the customer's technical issues are resolved. There is always room to improve and learn new skills, go the extra mile, and create a customer journey that is unforgettable.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Technical Support Engineer II

Rapid7
04.2021 - Current
  • Investigate, troubleshoot and resolve Insight Agent, InsightIDR (Incident Detection and Response) and MDR (Managed Detection and Response) technical issues over Salesforce and Zoom.
  • Troubleshoot and diagnose networking issues (Firewall, DNS, DHCP, Proxies) and issues with third party software (AWS, Azure, WMI, FIM, auditd, SentinelOne, Palo Alto, Mimecast, Netskope, etc.)
  • Reproduce and investigate issues with our v1 and v2 public APIs via cURL and Postman.
  • Review Collector and Agent logs to diagnose errors and remedy issues involving log parsing, and network connectivity issues.
  • Cross collaboration between my team and our Customer Success Managers, Customer Advisors, Devs, and Leadership.
  • Technical resource for my team (New and senior members) as well as the teams mentioned above.
  • Technical Documentation writer for our knowledgebase and Guru.


Support Engineer

SessionM
01.2018 - 03.2021
  • One of two people who directly incepted the Support Organization and its processes.
  • Onboarded two Offshore Teams to assist with other timezones (TVS and ITC) in a condensed period to meet the needs of the company. This involved daily reoccurring enablement meetings so that they were at full capacity in a matter of months.
  • Ensured that PMs and CSMs could seamlessly hand off their customers to support after Deployment.
  • Was the dedicated TSE for McDonald's, at the time our largest customer. Had health checks, worked with the project managers and customer success managers to maintain a healthy relationship. Technical point of contact for all of their needs when cases came in.
  • Created a SQL database for all of support that would allow us to store, maintain, and update customer records in an easy way.
  • Utilized Ruby on Rails, SQL, and the SessionM Platforms to support our customers.
  • Directly handled Severity 1 and 0 issues (CIs) from beginning to end, working with the engineers and and the customer teams to meet SLAs.

Technical Support Specialist

Jibo
01.2017 - 01.2018
  • Solved technical problems with end users and their social robots via salesforce, Twitter and phone at a company where the CEO created her field (Social Robotics).
  • Troubleshot wifi and network connectivity issues between customer networks and Jibo.
  • QA testing for features before they were officially pushed to the robot's OS.
  • Reviewed Debug logs in Kibana to aid in solving technical issues.
  • Cross collaboration with our Dev team and engineers using Jira.

Product Expert

Klaviyo
10.2016 - 07.2017
  • Investigated functionality issues within our SaaS Email Campaign platform for a variety of businesses of different sizes via Zendesk and Zoom call.
  • Configured and troubleshot our integrations with ecommerce platforms such as Shopify and Magento.
  • Advised customers on how to set up their campaigns and flows, and debugged campaign logic.
  • Assisted customers with custom templates using Liquid Javascript.

Technical Support Engineer

Apperian
09.2015 - 01.2016
  • Supported customers who used our mobile app platform called EASE that allowed customers to host their own business apps and deploy them to their employees.
  • Used Jenkins to push package updates to customers after making updates to their "App Stores".
  • Handled any technical issues through Zendesk and conference calls and walked customers through their set ups.

Desktop Support

Zipcar
07.2014 - 01.2015
  • Imaged machines for new employees, and wiped machines for those terminated. (Mac and Windows)
  • Onsite desktop support for employees in the Boston office, and Remote support via RDP for employees in other locations.
  • Installed software, ran updates, replaced peripherals, and assisted with any technical issues with laptops and desktops, as well as printers.
  • Managed users, groups, and permissions via Active Directory and LDAP.
  • Assisted zipcar members with their memberships and any issues that came with that.

Red Zone Specialist

Apple
03.2012 - 06.2014
  • First point of contact for retail customers coming through the doors at the brick and mortar stores.
  • Diagnosed high level phone, computer, tablet, and ipod software issues before making genius bar appointments, such as email setup/issues, icloud backups, etc.
  • Took the customer journey from activation, to personalization and set up, working with carriers such as Verizon and AT&T on behalf of the customers.
  • Built rapport with customers by showing them my favorite features about the products on display.
  • Handled applecare calls on rotation in back of house.

Education

Bachelor of Arts - Psychology

UMass Boston
Boston, MA
03.2015

Skills

  • Networking
  • Cybersecurity
  • Technical Support
  • Troubleshooting
  • API
  • Salesforcecom
  • Jira
  • SQL

Certification

  • Net+
  • Sec+
  • CompTIA
  • IDR

Timeline

Technical Support Engineer II

Rapid7
04.2021 - Current

Support Engineer

SessionM
01.2018 - 03.2021

Technical Support Specialist

Jibo
01.2017 - 01.2018

Product Expert

Klaviyo
10.2016 - 07.2017

Technical Support Engineer

Apperian
09.2015 - 01.2016

Desktop Support

Zipcar
07.2014 - 01.2015

Red Zone Specialist

Apple
03.2012 - 06.2014

Bachelor of Arts - Psychology

UMass Boston

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Brianna Hernandez