Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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George Sikalos

Spring Hill,FL

Summary

Results-driven Technical Support Engineer with a strong technical background and a proven track record of delivering exceptional customer service. Skilled at troubleshooting complex technical issues, resolving customer inquiries, and providing timely solutions. Proficient in utilizing various support tools and platforms to effectively address customer needs. Possess a solid understanding of software and hardware systems, enabling swift diagnosis and resolution of technical issues. Committed to delivering outstanding customer experiences through clear communication and empathetic support.


Overview

9
9
years of professional experience
1
1
Certification

Work History

Cybersecurity Support Engineer

Rapid 7
03.2024 - Current
  • Consistently met 80% TTR month by month exceeding the goal of 70%.
  • Generated an average of 98% CSAT score month to month exceeding goal of 80% and resulting in satisfied customer experience.
  • Provide technical support and troubleshooting for Rapid 7 products, addressing customer inquiries and resolving technical issues related to software deployment, configuration, and performance.
  • Assist customers with IDR SIEM operations, helping to ensure optimal security incident detection and response.
  • Collaborate with internal teams to escalate and resolve complex customer issues in timely manner.
  • Document and track customer interactions to improve product functionality and user experience.
  • Act as technical liaison between customer and engineering teams to facilitate feature requests and bug fixes.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Operations Support Engineer

Syniverse Technologies LLC
03.2023 - 03.2024
  • Perform installation, monitoring, testing, configuration, migration, maintenance and troubleshooting of assigned technology
  • Ensure that the technologies are updated with current, stable, and compliant architecture and applications that meet enterprise standards
  • Proactively monitor and report performance of servers
  • Troubleshoot software and/or hardware issues/failures
  • Resolve alerts and perform remediation activities
  • Manage problem or escalated tickets and tasks and out of cycle requests from systems/software owners
  • Collect and present data for reporting and planning
  • Determine migration and upgrade impacts and diagnose/resolve complex technology/application errors
  • Collaborate with IT and business area partners on work groups
  • Optimized system performance by writing scripts, resulting in a 20% increase in processing speed
  • Perform on-call activities as needed for the environment and technologies.

Linux System Administrator

Pro-core Plus
01.2022 - 02.2023
  • Installation of Red Hat Enterprise Linux virtual machines (RHEL 7 & 8) and CentOS
  • Manage virtualized servers using VMware and Oracle Virtual Box
  • Maintain servers through patch management and system maintenance
  • Install, upgrade and perform troubleshooting on varying software applications
  • Provide users with elevated privileges for special tasks
  • Troubleshoot and diagnose malfunctioning hardware and software applications
  • Monitor servers to ensure proper system functions with CheckMK, Nagios, Qualys, and Graylog log
  • Multi-tier deployment automation using Ansible
  • Accurately configure firewall protocols to enable communication & security
  • Adept at creating custom file systems for developers and database teams
  • Deploy Containers via Docker and Podman
  • Install, manage, and troubleshoot Apache Webservers.

English Teacher

Notre Dame Catholic School (Pre-K - 8)
01.2016 - 04.2022
  • Developed and implemented curriculum that catered to diverse learning styles, resulting in 20% increase in student engagement and participation
  • Facilitated open and effective student communication, resulting in 95% satisfaction rate among students and their families
  • Implemented school initiative resulting in 80% increase in student communication, raising literacy awareness among students and parents
  • Boosted student communication skills by teaching age-appropriate spelling techniques, grammar rules, and language skills, leading to 20% increase in students' language development.

Education

Master of Science - Educational Leadership

National Louis University
Tampa, FL

Bachelor of Arts - History

University of South Florida
Tampa

RHCSA -

YellowTail.tech
Silver Spring, MD

Skills

  • Communication Protocols
  • Cybersecurity
  • Hypertext Transfer Protocol Secure (HTTPS)
  • Linux Server
  • Microsoft Azure
  • Windows Server
  • Wireshark
  • Application installations
  • Debugging
  • Application support
  • Remote support
  • Network troubleshooting
  • Technical documentation

Certification

  • Red Hat Certified System Administrator (RHCSA), Red Hat, 09/2022
  • Certified in Cybersecurity (CC), ISC2, 12/2023, 12/2026
  • Google Cybersecurity Practitioner 01/2023
  • InsightIDR Specialist, Rapid7, 09/2024
  • Introduction to SQL, Simplilearn, 09/2022

Timeline

Cybersecurity Support Engineer

Rapid 7
03.2024 - Current

Operations Support Engineer

Syniverse Technologies LLC
03.2023 - 03.2024

Linux System Administrator

Pro-core Plus
01.2022 - 02.2023

English Teacher

Notre Dame Catholic School (Pre-K - 8)
01.2016 - 04.2022

Master of Science - Educational Leadership

National Louis University

Bachelor of Arts - History

University of South Florida

RHCSA -

YellowTail.tech

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George Sikalos