Summary
Overview
Work History
Education
Skills
Project Experience
Certification
Websites
Timeline
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CHRISTOPHER COLLINS

Atlanta,GA

Summary

Results-driven technical support professional with extensive experience supporting cloud-native environments, SaaS security tools, and compliance frameworks. Proven success in troubleshooting complex technical issues, driving root-cause analysis, and collaborating cross-functionally to improve product performance and customer outcomes. Passionate about helping customers meet security and compliance goals through proactive support and clear communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Cloud Technical Support Engineer

CrowdStrike
Atlanta, GA
04.2023 - 06.2025
  • Delivered high-level support for Falcon Host security tools, containerized applications, and cloud-native deployments across AWS, GCP, and Azure.
  • Administered Kubernetes clusters and Docker containers, resolving runtime issues, misconfigured policies, and registry access challenges.
  • Diagnosed network performance issues using Wireshark; isolated DNS, firewall, and latency misconfigurations.
  • Collaborated with engineering teams to identify and escalate bugs, contributing to product improvements, and customer compliance success.
  • Developed technical knowledge base articles and step-by-step guides for internal and external audiences.
  • Supported customer migration efforts from legacy systems to modern cloud platforms, while maintaining compliance and uptime.

IT Support Specialist I

Twilio
Atlanta, GA
11.2021 - 02.2023
  • Provided tiered support for end-users and internal teams, monitoring and resolving incidents via ServiceNow.
  • Implemented and verified enterprise security measures aligned with NIST 800-63b and governance frameworks.
  • Managed IAM activities for SaaS applications including Okta, Slack, and AWS.
  • Escalated complex issues to engineering and security teams; communicated risk and resolution steps to stakeholders.
  • Presented weekly security status updates to non-technical leadership, improving compliance transparency.

Genius - Senior Technical Specialist

Apple
Atlanta, GA
06.2017 - 11.2021
  • Led complex hardware and software diagnostics, delivering exceptional customer service across the Apple hardware suite.
  • Created domain-specific key performance indicators to track and score operational efficiency against predefined benchmarks.
  • Collaborated with multiple internal stakeholder groups and clients to identify, document, track, report, and escalate tickets.
  • Developed a strong ability to manage a fast-paced queue of technical support tickets while exceeding customer satisfaction.
  • Provided key process feedback to leadership to increase remote troubleshooting efficiency by 20%.
  • Empowered customers by providing them with troubleshooting or step-by-step articles to resolve potential issues in the future.
  • Led multiple new-hire boot camps each year, instilling in junior staff the enterprise values and a foundational technical understanding of technical support.
  • Overhauled over 50 documents to increase operational efficiency and maintain an internal knowledge base.
  • Deployed consulting technical to understand customer needs and preferences to tailor product recommendations.
  • Utilized extensive background in information security to assist customers with securing their data and devices.

Education

Bachelor of Science - Cybersecurity And Information Assurance

Western Governors University
Salt Lake City, UT

Nucamp Coding Bootcamp - HTML, CSS, Javascript

Nucamp Coding Bootcamp

Skills

  • Cloud platforms: AWS, GCP, Azure
  • Compliance and security: NIST 800-63B, IAM, Nessus, vulnerability management, Okta
  • Containerization and orchestration: Kubernetes, Docker
  • Networking: Wireshark, PCAP analysis, firewall rules
  • API gateways, automation (Ansible), scripting (Bash, Python basic)

Project Experience

Vulnerability Management & Compliance

  • Installed and configured Nessus Essentials to perform credentialed vulnerability scans on Windows, macOS, and Linux systems.
  • Implemented the full vulnerability management cycle: Discover, Prioritize, Assess, Report, Remediate, and Verify.
  • Automated remediation processes to maintain system compliance.

Cloud & API Integrations

  • Deployed AWS services including S3, CloudFront, API Gateway, and Lambda for domain hosting and secure API connections.
  • Implemented SSL certificates and domain routing with AWS Route 53 and Certificate Manager.

Certification

  • CompTIA Cloud+
  • CompTIA Security+
  • CompTIA A+
  • CompTIA Network+
  • AWS Certified Solutions Architect - Associate
  • ITIL 4 Foundation
  • CrowdStrike Certified Falcon Administrator
  • CrowdStrike Certified Cloud Specialist
  • Linux LPI Essentials
  • Red Hat Certified System Administrator (Expected 08/01/25)

Timeline

Cloud Technical Support Engineer

CrowdStrike
04.2023 - 06.2025

IT Support Specialist I

Twilio
11.2021 - 02.2023

Genius - Senior Technical Specialist

Apple
06.2017 - 11.2021

Nucamp Coding Bootcamp - HTML, CSS, Javascript

Nucamp Coding Bootcamp

Bachelor of Science - Cybersecurity And Information Assurance

Western Governors University

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