FRANK GORI
Conesus
Summary
Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology.
Expertise in Cyber Security systems, Network Troubleshooting, and SQL. Over 9 years in software support in global environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Lenel (Carrier) And Tracsis (Railcomm)
10.2023 - Current
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented faults and bugs for referral to development staff for use in updates.
- Investigating utilizing Microsoft and Postgress SQL queries.
Technical Support Engineer
IBoss
06.2021 - 05.2023
- Answering inbound tickets through both email and call support primarily for admin users.
- Product is an SASE cloud capable web filtering service.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Functional Group Lead/Lead Technical Support Engineer
Proofpoint Via Sutherland
01.2016 - 06.2021
- As Senior Technical Support Engineer I responded to sensitive client calls, claiming more chellenging break/fix tickets, filling out bug reports to aid our engineering team, and assisting clients with various configuration goals as well as escalated issues within my team.
- This included working on the backend of the product using command line access via BASH on an Ubuntu rig.
- As a Functional Group Lead for the FLS team, I took on the additional responsibilities of providing floor support to fellow techs, coordinate gaps in queue coverage, taking responsibility for or assigning technical escalations to an appropriate resource, running technical huddles, and helping upskill train techs that are in production
- For the KB article team I coordinated article correction tickets and helped generate new articles by doing technical reviews for our authors
- I have also authored several article drafts and some wikis.
Upgrade Support Engineer
Proofpoint Via Sutherland Global Services
11.2013 - 01.2016
- Responsible for executing pre upgrade checks for our hosted (cloud) clients in order to prevent failures; sending out patches and troubleshooting based on those checklists, and coordinating with various departments to ensure a smooth upgrade experience.
- Coordinating with clients to the satisfaction of their internal resources and client change control procedures
- Facilitated and helped the out-on-premise client system admins troubleshoot their checklists, patch and upgrade their systems.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Collaborated with outside departments to implement system-wide improvements.
- This role evolved as we went to an agile development cycle and I transitioned to more a wider Support Team.
- Note Proofpoint was the company I worked on behalf, Sutherland signed my checks.
Floor Supervisor
Sutherland Global Services
01.2008 - 01.2012
- Monitored Inbound call queue, coached customer service agents, provided floor support for questions and permissions, and answered escalated calls as needed.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Associate of Arts - Liberal Arts And Sciences
Monroe Community College
Rochester, NY07.2005
Skills
- Strong written and verbal communication skills
- Access Management Software
- Help Desk Tools
- JIRA Systems
- Unix Environments
- Creative Issue Resolution
- Diverse understanding of hardware and peripherals
- Familiarity with a variety of networking systems (Domain controllers, VDI, LDAP Servers, Filtering appliances, Outlook Servers, Firewalls, ect)
- Strong Bash Unix Shell and Command Language
- Windows & Linux OS
- MS Office & OpenOffice
- Webex, Siebel, Zoom, Siebel, Cisco, Zen Desk, Citrix & Salesforce Remote
- Meeting/Cmrs
- MYSQL Database Management
- LDAP & SAML User Management including Azure
- Expert in boolean logic
- Experienced with Splunk and log forwarding
- Experienced with troubleshooting TCP and UDP connections
- Comfortable with VMware
- Expert with O365 Outlook
Certification
- ICS Certified in Cyber Security
- Zero Trust Certified Advanced, iboss - April 2023
- Certified Technical Support Engineer, Proofpoint - June 2019
Timeline
Technical Support Engineer
Lenel (Carrier) And Tracsis (Railcomm)
10.2023 - Current
Technical Support Engineer
IBoss
06.2021 - 05.2023
Functional Group Lead/Lead Technical Support Engineer
Proofpoint Via Sutherland
01.2016 - 06.2021
Upgrade Support Engineer
Proofpoint Via Sutherland Global Services
11.2013 - 01.2016
Floor Supervisor
Sutherland Global Services
01.2008 - 01.2012
Associate of Arts - Liberal Arts And Sciences
Monroe Community College
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