Hi, I’m
Britt M. Pimental
Sr. Technical Support Representative
Dallas,TX
A mature person is one who does not think only in absolutes, who is able to be objective even when deeply stirred emotionally, who has learned that there is both good and bad in all people and all things, and who walks humbly and deals charitably with the circumstances of life.
Eleanor Roosevelt
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Adept at planning, directing and maintaining continuous operations in various departments. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
16
years of professional experience
2
years of post-secondary education
2
Certificates
Work History
Forescout Technologies Inc.Plano, TX
Senior Technical Support Representative
10.2018 - Current
Job overview
- Manage/Track defective appliance returns after RMA process completion.
- Post new product/content updates to Forums within Customer Portal.
- Manage and Update Customer Support SOP.
- Perform open SR reviews for reporting of proper SR management.
- Perform closed SR reviews for SOP adherence.
- Keep all of customer support informed when beta product releases are available and provide information on how to access these releases and how to report beta product testing results.
- Engage in new product release documentation reviews for proofreading purposes
- Review and approve newly submitted knowledge base articles at KB publication approval level.
- Work closely with enablement and training team to coordinate needed product training(s) that are requested and/or needed by Customer Support organization.
- Participate in testing of SFDC operation changes that directly impact Customer Support organization.
- Establish and implement development of training programs.
- Create user accounts and assigned permissions.
United States Army National GuardSpringfield, IL
Intelligence Analyst
07.2007 - 10.2016
Job overview
- Produced multi-source intelligence reports and products for different agency customers.
- Coordinated with other intelligence agencies to share information and resources.
- Assisted in creating high-level intelligence briefs for senior-level personnel.
- Analyzed open-source intelligence data to identify potential threats and vulnerabilities.
- Utilized intelligence collection platforms and analysis techniques to identify and document intelligence gaps.
- Developed standard operating procedures for intelligence operations and activities.
Education
Hickey CollegeSt Louis, MO
Specialized Associates from Veterinary Technology
01.2012 - 08.2013
Cochise CollegeDouglas, AZ
Associate of Applied Science from Intelligence & Information Ops And Cyber Ops
05.2008 - 10.2008
Skills
Staff education and training
Technical documents comprehension
Multitasking Abilities
Interpersonal Communication
Planning and Coordination
Problem-Solving
Teamwork and Collaboration
Affiliations
- Women in CyberSecurity (WiCyS)
- Phi Theta Kappa Honor Society
- SALUTE National Veterans Honor Society
Certification
CompTIA A+
Timeline
Forescout Certified Associate (FSCA)
04-2019
Senior Technical Support Representative
Forescout Technologies Inc.
10.2018 - Current
CompTIA A+
06-2018
Hickey College
Specialized Associates from Veterinary Technology
01.2012 - 08.2013
Cochise College
Associate of Applied Science from Intelligence & Information Ops And Cyber Ops
05.2008 - 10.2008
Intelligence Analyst
United States Army National Guard
07.2007 - 10.2016