James Clint Goss Jr
Chambersburg,Pa
Summary
Cybersecurity Specialist with proficiency in online security research, planning, execution and maintenance. Skilled at training internal users on security procedures and preventive measures.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Technical Support Engineer
CrowdStrike Inc
Sunnyvale, CA
07.2022 - Current
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support 50-100 requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Served as primary point of contact for support relating to owned solutions and products.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Maintained response times in compliance with internal policies to support business continuity meeting SLA at 100% proficiency
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Documented reported faults and bugs for referral to development staff's use in iterative updates.
- Analyzed Windows system issues to identify troubleshooting methods needed for quick remediation.
- Performed root cause analysis of reported issues to enact corrections
EUC-Technical Support Engineer
VMware Inc
Palo Alto, CA
09.2021 - 07.2022
- Escalation engineer for complex Windows MDM related issues
- Fostering an enhanced relationship with VMware Engineering/R&D teams to build a strong rapport with several of VMware stakeholders
- Test and diagnose product defects and collaborate with Engineering teams on solutions
- Advanced deep dive troubleshooting, and problem analysis
- Use PowerShell and Command Line scripts to run tasks or collect data
- Troubleshooting Single Sign-on, LDAP, and Azure Active directory integration issues with Workspace ONE
- Configure and Diagnose API's
- Create SQL queries to read Database tables and generate reports based on need
- Utilize Fiddler, Wireshark, to identify incorrect cipher protocols, and other network related failures
- Drive complex customer escalations to timely resolution with executive visibility
- Utilize Jira, Confluence, GS Lightening (salesforce), Zendesk, ServiceNow CRMs for ticket tracking
- Create complex and high-level customer friendly technical documentation on known issues, and solutions
- Utilize Kibana (Logz) to review and analyze SaaS hosted Server-side logging
- Strong foundation in C#, C++ code and logic to step though code to identify sources of failure
- Review Microsoft CSP policies to aid in providing custom solutions to expand product functionality
- Invoke PowerShell, XML, scripts to repair application-level issues with Workspace ONE Intelligent Hub configurations
- Worked with Regional Escalation Management team, to develop security best practices for releasing of customized and potentially dangerous scripts
- Utilizing Microsoft CSPs and CIS benchmark baseline configurations to aid in OS hardening
- Microsoft Server OS Application installation and troubleshooting (Airlift)
- Proficient with Microsoft ACDS certificate management and troubleshooting
- Authentication failures with OOBE/Azure, and IDM Access/ OKTA configurations
- Host training sessions on Windows and MDM troubleshooting for level 2 Engineers
- Participated in VMworld on the Expert Desk
- Collaborate with Project management and leadership on new ideas and use case design
- Maintain On-premises Workspace ONE lab with Active Directory integration
- Advocates for internal and external customers where appropriate, providing the voice of the customer to Executive leadership, to drive better paths to company and customer success.
- Served as primary point of contact for support relating to owned solutions and products.
Sr. Application Support Engineer
VMware Inc
Palo Alto, CA
06.2018 - 09.2021
- Bridging the gap between Level 2 and Level 3 Support Engineers as Windows ACE
- Fostering an enhanced relationship with VMware Engineering/R&D teams to build a strong rapport with several of VMware stakeholders
- Test and diagnose product defects and collaborate with Engineering teams on solutions
- Troubleshoot Android, Windows and Rugged Device errors pertaining to MDM profiles and security policies
- Use PowerShell and Command Line scripts to run tasks or collect data
- Troubleshooting Single Sign-on, LDAP, and Azure Active directory
- Diagnose VMware Workspace ONE API ‘s using Postman to troubleshoot API execution
- Drive complex customer escalations to timely resolution
- Work alongside the KB and Self-Service teams to create, enhance and publish Workspace ONE knowledge base technical documentation to reduce SR volume
- Analyze logging errors on end user devices and servers to identify root cause and provide best path to resolution
- Leverage Microsoft resources to identify and narrow down unique OS issues that interact with Windows Desktop Management through Workspace ONE
- Strong understanding of Microsoft CSP’s, Baselines, and OS hardening
- Proficiency with android studio to create Virtual Android devices for testing.
- Analyzed and developed technical solutions to meet business requirements.
- Developed standardized work processes, tools and methodologies to improve quality and profitability.
Sr. Technical Support Specialist
First Data Technologies
Hagerstown, MD
05.2014 - 06.2018
- Provide Access control to Virtual Payment Gateway Web portals, verification of Authorization, and Authentication
- Provided support for Webservice API integrations to the virtual gateway
- Code review and debugging, in C#, Java, JavaScript, HTML, PHP
- Tested new software implementation in the call center
- Designed and Established a Level 2 Escalation support desk for Third Party Vendors
- Developed troubleshooting flow charts, and procedures
- Performed Quality Control and Compliance reports on each call center agent
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Identified issues, analyzed information and provided solutions to problems.
Education
Master of Science - Cybersecurity
University of Maryland University College (UMUC)
Adelphi, MD08.2019
Bachelor of Science - Computer Information Systems – Security
DeVry University
Downers Grove, IL09.2017
Skills
Programming Languages
- C#
- HTML/XML
- PHP
- JavaScript
- Bash Scripts
- PowerShell
Architecture
- Azure Active Directory
- Palo Alto Network Monitoring/IP Addressing
- Windows, Linux and OS X
- VMware Applications
- Windows Servers
Software Applications
- Azure Active Directory
- Microsoft Office suite
- Windows server and OS operating systems
- Linux Operating Systems
- IDE's (Visual Studio, Android Studio, Eclipse)
Soft Skills and support skills
- Critical Thinking
- Resolving Problems and Incidents
- System Configuration Changing
- Account Administration
- Remote Technical Support
Technical and Security
- Technical application support
- Data security
- Wireshark software
- Microsoft Hyper-V Server
- Microsoft ASPNET
- Attention to Detail
- Debugging systems
- Password management
- Security logging
- Security consultation
- Patching
Certification
VCP -VMware Certified Professional – Digital Workspace – 2021
Threat hunting
Interested in working as a full time threat hunter, and security analyst. To gain experience I begin reverse engineering known malware, and comparing my results with previous analysis of the malware found in the web. I have stood up my own personal lab environment to security detonate malware, and observe how it works on a machine.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Sr. Technical Support Engineer
CrowdStrike Inc
07.2022 - Current
EUC-Technical Support Engineer
VMware Inc
09.2021 - 07.2022
Sr. Application Support Engineer
VMware Inc
06.2018 - 09.2021
Sr. Technical Support Specialist
First Data Technologies
05.2014 - 06.2018
Master of Science - Cybersecurity
University of Maryland University College (UMUC)
Bachelor of Science - Computer Information Systems – Security
DeVry University
Similar Profiles
Swati BansalSwati Bansal
Senior Salesforce Engineer at Crowdstrike incSenior Salesforce Engineer at Crowdstrike inc
Lauren BelottiLauren Belotti
Core Account Manager at CrowdStrikeCore Account Manager at CrowdStrike
Michael MuddMichael Mudd
Corporate Sales Engineer at CrowdStrikeCorporate Sales Engineer at CrowdStrike
Ty HepferTy Hepfer
Truck Driver at CPC LogisticsTruck Driver at CPC Logistics
William Joseph MumawWilliam Joseph Mumaw
SENIOR INFORMATION TECHNOLOGY PROGRAM MANAGER at Defense Logistics Agency (DLA)SENIOR INFORMATION TECHNOLOGY PROGRAM MANAGER at Defense Logistics Agency (DLA)