Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Additional Information
Timeline
Generic

Joseph Bailey

Blue Ridge,TX

Summary

Results-oriented technical engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Tier 3 Support Engineer

Anomali
08.2022 - Current
  • Implemented technical solutions to solve customer issues and provide guidance on best practices.
  • Collaborated with vendors address issues with various feeds of threat intelligence we provided.
  • Educate customers on the advanced usage of our platform. Provided them with information on how to get the most out of their experience without causing issues.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.

Level 3 Technical Support Engineer

Splunk
08.2017 - 08.2022
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Worked through Salesforce provided ticketing queue for our on prem customer base to solve our customers most advanced issues. My team and I were the last step before it was considered a bug and worked by the dev team.
  • Provided guidance on planning, installing, configuring, integrating, scaling and maintaining deployments new and old.
  • Performed root cause analysis of reported issues to enact corrections.
  • 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.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Gathered trend data from customer calls and interactions.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Researched new tactics to better hone responses and shorten remediation times.

Systems Administrator

Tyler Technologies
02.2014 - 06.2017
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Performed software installations and upgrades to UNIX or Windows operating systems.
  • Attended meetings to deliver status reports to key stakeholders.
  • Mentored employees and offered constructive feedback for performance improvement.
  • Planned, prepared, and deployed systems patching techniques, tools, and updates.
  • Conducted routine and emergency maintenance of SaaS infrastructure within SLA guidelines.
  • Developed and documented policies, procedures and standards.
  • Diagnosed and executed resolution for network and server issues.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.
  • Analyzed network traffic and performance metrics to optimize system performance.

Education

No Degree - Computer Science And Programming

Navarro College
Corsicana, TX

Skills

  • SEIM platforms - Splunk, Wazuh, ELK, and more
  • Threat intel feed management and dispersement
  • Debugging Skills
  • Troubleshooting Skills in direct contact with customer base
  • Technical Writing
  • Data Encryption protocols
  • Vulnerability analysis and Penetration Testing
  • Linux, Windows, and Mac operating systems

Affiliations

Free and Acepted Masons

Multiple online technical communities

Certification

Splunk Core

Splunk Admin

Splunk Architect


Additional Information

I was made for this kind of work. Ever since I was a child I believed in fixing the issue instead of replacing what is broken. Always had to know how everything worked down to the most fundamental detail. I would disassemble new toys much to my parents dismay just to cater to my insatiable curiosity. I feel a moment you're not accruing more knowledge, and understanding of the world around you is a moment squandered. I also love to help others. I served as a volunteer firefighter for more than a decade in the rural community of Bristol, TX, assisted with charitable events with my brothers in Masonry, and try to give back to the community with any time I have to spare. I believe these two traits are what makes a support engineer a great support engineer! The hunger for knowledge and curiosity to find out what makes something act the way it does coupled with the yearning to make the persons day on the other end of that call better by helping them mitigate their issues while arming them with the knowledge to prevent and correct future issues. This is what brought me into this field and the reason I enjoy doing what I do. If selected, you will get a motivated, driven, and skilled engineer that loves what he does and shows it through his work.


Thank you for considering me for this position!

, Joe

Timeline

Tier 3 Support Engineer

Anomali
08.2022 - Current

Level 3 Technical Support Engineer

Splunk
08.2017 - 08.2022

Systems Administrator

Tyler Technologies
02.2014 - 06.2017

No Degree - Computer Science And Programming

Navarro College

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Joseph Bailey