Gaming
Criquet Holder
Lonetree,CO
Summary
Flexible Technical Support Engineer with 11+ years of experience helping clients maintain smooth operations. Expertise in Mail Marshal (SEG ) and WAF (Web Application Firewall) systems with Managed and Unmanaged environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. TAC Engineer with proven ability to troubleshoot and resolve product issues. Demonstrated strong product knowledge to quickly identify and correct problems. Resourceful with focus on prioritizing wide range of tasks while delivering quality support. Poised and professional in stressful and high-pressure situations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
TAC Engineer
Trustwave Holdings Inc.
04.2013 - 07.2024
- Provided expert-level technical support for Web Application Firewalls (WAF) and Email Security Gateways (SEG), ensuring robust protection against cyber threats
- Conducted real-time monitoring and threat mitigation for customers, significantly reducing security incidents
- Executed thorough testing of security releases and hotfixes, ensuring optimal performance and minimal vulnerabilities
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Documented faults and bugs for referral to development staff for use in updates.
- Provided security incident triage and response.
- Chaired company's People Board, addressing cultural concerns and revising policies to enhance employee satisfaction and retention.
- Managed customer relationships by delivering prompt responses to questions.
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Produced engineering change orders, component requests and test procedures to support product redesign activity.
- Planned and led technical training to boost product support team members' skills.
- Tested product components to identify root causes of issues.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Kept accurate records of customer support interactions using defined methods and tools.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Delivered Tier-3 support and SME input to internal and external customers.
- Installed, supported and maintained company hardware and software infrastructure according to best practices.
Contracted Desktop Support Analyst
Robert Half Technology, XTO Energy, Exxon Mobil
01.2012 - 07.2012
- Installed desktop PC's, printers, operating systems, and application software in corporate and field offices
- Supplied solutions to software, hardware, or configuration problems that arise in desktop environment while maintaining high level of client satisfaction through effective communication and prompt resolution
- Aided other desktop analysts, network analysts, application developers, and IT personnel as necessary with various network outages, application errors or uses by customers, and provided resolutions for other various issues with hardware and other applications
- Tasked with updating, configuring, and troubleshooting PC operating systems (primarily Windows Server 2000, Windows XP, and Windows 7)
- Provided updating, configuring, and troubleshooting skills with diverse PC application environment that includes but is not limited to suites from Microsoft, Lotus and Corel
- Imaged multiple PCs for deployments with system imaging software (Ghost, Altiris, etc.)
- Demonstrated knowledge of PC Hardware by troubleshooting and diagnosing hardware failures in PCs that were being deployed or currently deployed hardware.
- Troubleshot various technical issues dealing with printers, network and phone systems
- Supported and maintained user account information
- Provided on-site and remote technical support to users
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment
- Directly supported in-house service ticket software for non-emergency user-related issues
- Responded to customer inquiries and provided technical assistance over phone and in person
- Researched and identified solutions to technical problems
- Patched software and installed new versions to eliminate security problems and protect data
- Created user accounts and assigned permissions
- Diagnosed and troubleshot hardware, software and network issues
Junior System Administrator /System Support Engineer
Integrated Airline Services
08.2009 - 08.2011
- Managed Enterprise level environment including users, phones, servers, networking, and printing
- Built, configured, and deployed multiple WSUS Servers to different locations to implement easier ways to maintain updates that had Microsoft operating systems and applications
- Configured and Maintained Shoretel VOIP Server after implementation for various new sites, existing locations, and added new users
- VM Ware server maintenance Integrating new Backup Solution using Symantec instead of CA Technologies
- Configured Watchguard Firewall for added new site locations that needed their subnet added and configured users with VPN access
- Software Application patch management and upgrades such as GreatPlains Managed Corporate Active Directory, BES, and VOIP servers
- Managed MPLS Network after implementation, which included network troubleshooting on multiple sites to help diagnose if there were problems with AT&T's equipment, or if there was issues with the location itself with problems using VPN for those who had access.
Education
SOC Analyst Training - undefined
Let's Defend
Bachelor of Information Security Systems - undefined
ITT Technical University
01.2011
Associate's Computer Network System Administration - undefined
ITT Technical University
01.2007
Skills
- Exceptional telephone etiquette and communication skills
- Information Security: WAF, SEG ( Mail Marshal), Threat Analysis,
- Security Protocols
- Remote Support
- Application support
- Proficient in Productivity Software - MS Office Suite
- Server/ Workstation/ Laptop repair and upgrades
- Network Troubleshooting & Analysis – Wireshark, MPLS, VPN
- Deployment and Administration - Microsoft Operating Systems as well as Linux
- Active Directory and Domain Administration
- Cisco, 8x8, and ShoreTel VOIP Communications
- Cloud Platforms: AWS, Azure
- Virtualization: Hyper-V, VMware, Virtual Box
- 0365 and exchange integration with SEG and Cloud configurations
Certification
- Azure Fundamentals, 07/02/22
- Netskope, 11/11/23
Corecomponents
- Web Application Firewalls (WAF)
- Email Security & SEG Integration
- Threat Analysis & Mitigation
- Cloud Security (AWS, Azure)
- Network Security & Troubleshooting
- Linux Administration
- Active Directory Management
- VOIP Systems Administration
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsPaid time offPaid sick leave401k matchInterests
Snowboarding
Movies
Dogs
Volunteering
Timeline
TAC Engineer
Trustwave Holdings Inc.
04.2013 - 07.2024
Contracted Desktop Support Analyst
Robert Half Technology, XTO Energy, Exxon Mobil
01.2012 - 07.2012
Junior System Administrator /System Support Engineer
Integrated Airline Services
08.2009 - 08.2011
SOC Analyst Training - undefined
Let's Defend
Bachelor of Information Security Systems - undefined
ITT Technical University
Associate's Computer Network System Administration - undefined
ITT Technical University
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