Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Keith Kramer

Williston,United States

Summary

Energetic leader, successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Solutions Engineer

Simpleroute
05.2024 - 08.2024
  • Managed multiple high-priority projects concurrently.
  • Enhanced customer satisfaction by delivering software solutions according to client needs.
  • Mentored junior engineers in best practices and advanced technical concepts, fostering professional development and skill enhancement.
  • Provided Level 3 Escalation support to junior engineers.

Security Operations Center Supervisor

NuHarbor Security
10.2022 - 04.2024
  • Directly lead SOC team, ranging from 11-16 Analysts.
  • Contributed to process improvements leading to increased event fidelity throughout numerous client environments.
  • Revised client facing ticketing policies and procedures; these changes improved communication, ticket closure, key KPI identification, True/False event identification, etc.
  • Participated in MAP (Measures and Practices) roll out, helping to align team goals with company goals.
  • Shadowed/Mentored analyst led investigation. Identified improvements on best practice, opportunities for tuning, environmental anomalies causing performance impact, etc.
  • Spearhead and led multiple organization sponsored committees created to identify, improve, and resolve service-related obstacles. (VSM)
  • Created and improved upon dashboards, automated reporting processes, and workflows, spanning multiple products (Atlassian, Splunk, CrowdStrike, and Office365)
  • Drove client engagement and success, building better relations with team members and their assigned clients.

Escalation Engineer

DominionTech, Inc.
01.2022 - 09.2022
  • Directly responsible for High/Critical Priority "P1" tickets.
  • Shadowed/Mentored junior engineers, identifying best practice, improve communication skills, removing barriers on new and unfamiliar investigations, etc.
  • Coordinated withy project Engineering on implementations of new clients and products, working closely to understand client's needs and expectations of service.
  • Implemented automation through RMM, improving patching, processing, and visibility into client environments.
  • Provided key feedback and review of improvements in service delivery.
  • Leveraged various tools to identify key security gaps in client infrastructures.

Senior Project Engineer

DominionTech, Inc.
05.2021 - 01.2022
  • Planned and led client facing scoping meetings used to identify needs, wants, expectations, barriers, and goals.
  • Implemented projects based on defined project plans.
  • Regularly completed projects under assigned BU (Business Utilization hours).
  • Led onsite and remote implementations of complex and robust infrastructure.

Systems Engineer

eDOC Innovations
10.2020 - 04.2021
  • Maintained secure, stable, and robust SaaS environment for client needs; products supported include: eSign, Check Processing, Secure Data Imaging, Client Portal.
  • Improved onboarding process of eSign clients by 75% utilizing automation for much of repeatable onboarding processes.
  • Produced elaborate and visually appealing client documentation detailing use of products.
  • Configured and maintained automation using PowerShell Scripting in Enterprise Environments.

Level 2 Support/Quality Control

eDOC Innovations
03.2015 - 10.2020
  • Scoped, designed, built, and implemented proprietary Digital Imaging solution.
  • Led onsite and remote training of clients on proprietary offerings (FinTech related products).
  • Led quality assessments of both Web Applet and Delphi based software.
  • Shadowed/Mentored junior support specialists, improving communication, technical skills, understanding of federal and financial regulations around FinTech related data.
  • Completed audits of client environments with expectation to meet PCI/Vulnerability requirements.
  • Fielded High/Critical priority tickets that required in depth technical product knowledge.
  • Personally onboarded approximately 300 clients to in-house developed eSign solution.
  • Tested new software and hardware prior to deployment.

Support Specialist

CU*Answers
02.2014 - 03.2015

InfoTech Technician

Great Lakes Computer
12.2012 - 02.2014

Manager / Lead Technician

PC Outlet
04.2010 - 12.2012

Education

Associates of Applied Sciences Degree, Computer Networking Systems -

ITT Technical Institute
Grand Rapids, MI
01.2012

Skills

  • Staff Development
  • Process Analysis
  • Issue Research
  • Goal-Oriented
  • Processes and procedures
  • Analytical Thinking
  • Training and mentoring
  • Atlassian, Splunk, O365, CrowdStrike, Sentinel experience
  • Data Analytics
  • Excellent Communication

Certification

Sophos Engineer - Sophos

CISSP - Currently Scheduled

Timeline

Senior Solutions Engineer

Simpleroute
05.2024 - 08.2024

Security Operations Center Supervisor

NuHarbor Security
10.2022 - 04.2024

Escalation Engineer

DominionTech, Inc.
01.2022 - 09.2022

Senior Project Engineer

DominionTech, Inc.
05.2021 - 01.2022

Systems Engineer

eDOC Innovations
10.2020 - 04.2021

Level 2 Support/Quality Control

eDOC Innovations
03.2015 - 10.2020

Support Specialist

CU*Answers
02.2014 - 03.2015

InfoTech Technician

Great Lakes Computer
12.2012 - 02.2014

Manager / Lead Technician

PC Outlet
04.2010 - 12.2012

Associates of Applied Sciences Degree, Computer Networking Systems -

ITT Technical Institute

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