Dane Degon
Charlton,MA
Summary
Experienced Technical Support Engineer
Highly skilled Technical Support Engineer with a proven track record of delivering world-class support to enterprise businesses. Quick to respond, restore, and resolve complex technical issues, ensuring minimal downtime and maximum efficiency. Adept at building strong customer relationships to enhance user experience and drive satisfaction. Demonstrated ability to adapt seamlessly to new technologies, workflows, and dynamic environments. Committed to providing top-tier technical solutions while continuously improving processes to optimize system performance and reliability.
Overview
28
28
years of professional experience
1
1
Certification
Work History
QA Test Engineer
Ares Security Corp (Formaly Vidsys)
06.2022 - 02.2025
- Conducted comprehensive testing of CSIM software on enterprise customer backend Linux/Windows Servers and client-side browsers (Chrome, Edge, Safari).
- Performed regression testing, feature validation, and bug resolution.
- Tested integrations with third-party hardware and software including Active Directory, access control, network video recorders, and other sophisticated security systems.
- Configured "live" test labs to replicate customer environments for upgrade, migration, and bug mitigation validation.
Technical Support Engineer
Nasuni
12.2019 - 05.2022
- Provided technical support for enterprise cloud storage businesses, focusing on data protection, replication, and system performance.
- Worked daily with Red Hat Linux-based virtual, cloud, and physical servers.
- Assisted with issues related to ransomware recovery, samba/CIFS/SFTP client connections, data retention policies, user permissions, version control, and cloud data management.
- Collected critical diagnostic data and collaborated with engineering teams to resolve escalated cases.
- Participated in 24/7 on-call rotations, ensuring SLAs and customer satisfaction.
Senior Customer Experience Specialist
Vidsys
12.2012 - 10.2019
- Worked closely with program managers, engineers, and customers to enhance customer support and deployment experiences.
- Provided tier-3 escalation support, deployment assistance, 360 reviews, and QA testing.
- Configured VMware environments to test Vidsys CSIM server integrations with various security and sensor systems.
- Diagnosed network and integration issues using log analysis and network diagnostic tools.
- Validated software patches and enhancements in test environments before deployment.
- Enhanced client loyalty by providing personalized support and understanding individual needs.
Senior Technical Support Engineer
Cedar Point/Genband Communications
05.2005 - 08.2012
- Provided tier-3 support for Safari VoIP switch subscribers.
- Managed customer support cases using Salesforce, prioritizing based on severity and SLAs.
- Worked with product development and field engineers to troubleshoot and resolve live VoIP infrastructure issues.
- Conducted software patch validation and provided remote support during maintenance windows.
Voice Provisioning Technician
CTC Communications
04.2000 - 05.2005
- Led voice provisioning team for Class 4/5 business VoIP customers.
- Configured and supported VoIP services for major clients, including the Boston Red Sox and Millennium Pharmaceuticals.
- Collaborated with field engineers and clients to implement and support VoIP solutions.
Systems Support Technician
Filenes Department Stores
08.1997 - 04.2000
- Managed Y2K network upgrade, converting legacy systems to IP-based WAN.
- Maintained Lucent Definity PBX, POS, and RF scanning systems across 28 retail locations.
- Provided IT support for office PCs, network printers, and retail store infrastructure.
Education
High School Diploma -
Bay Path Regional Vocation Technical High School
Charlton05.1989
Skills
- Cloud Storage & Data Management
- Linux Server Management
- VMware, Cloud, and Parallels Virtualization
- Windows Server Administration
- Active Directory Management
- Docker Container Management and Swarm
- Windows Failover Clustering
- Physical & Data Security Information Management
Certification
- Amazon EC2 cloud Technical Essentials
- SSCA Certified for SIP/SIP-T
- CompTIA A+ - Computing Technology Industry Association.
Timeline
QA Test Engineer
Ares Security Corp (Formaly Vidsys)
06.2022 - 02.2025
Technical Support Engineer
Nasuni
12.2019 - 05.2022
Senior Customer Experience Specialist
Vidsys
12.2012 - 10.2019
Senior Technical Support Engineer
Cedar Point/Genband Communications
05.2005 - 08.2012
Voice Provisioning Technician
CTC Communications
04.2000 - 05.2005
Systems Support Technician
Filenes Department Stores
08.1997 - 04.2000
- Amazon EC2 cloud Technical Essentials
- SSCA Certified for SIP/SIP-T
- CompTIA A+ - Computing Technology Industry Association.
High School Diploma -
Bay Path Regional Vocation Technical High School
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