Summary
Overview
Work History
Skills
Certification
Accomplishments
Timeline
Generic

KYLE JOHNSON

Sandy,UT

Summary

Highly motivated IT professional with 10+ years of experience in providing comprehensive technical support to clients and companies. Adept at leveraging the tools and solutions available to identify and quickly resolve technical issues. An understanding for complex multi-vendor environments and security requirements coupled with exceptional soft skills that allow for seamless customer interactions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Concierge Security Engineer II

ArcticWolf
08.2022 - Current
  • Provide white-glove service to manage 50-65 client accounts for a Managed Security Services Provider (MSSP) and Managed Detection and Response (MDR) service.
  • Ensure optimal performance of Arctic Wolf products and services for clients through regular monitoring and proactive maintenance.
  • Conduct monthly meetings with clients to set expectations, address pain points, and identify tailored security solutions.
  • Maintain up-to-date knowledge of sensor status, log sources, and agent deployments within client environments to ensure comprehensive visibility and security.
  • Perform detailed data analysis on cybersecurity best practices for each client environment, delivering actionable feedback to enhance security posture.
  • Collaborate with the Security Operations Center (SOC) and clients during incidents or breaches, ensuring clear communication and effective incident resolution.

Technical Service Engineer III

Pure Storage
08.2019 - 08.2022
  • Own all client facing communications, ensuring information provided is attentive to detail.
  • Resolve support cases regardless of severity.
  • Share and document knowledge via KB articles.
    Manage multiple projects/support cases simultaneously.
  • Lead large multi-participant client calls, including hot escalations.
    Active participation on projects ranging from auditing to FlashArray new feature implementation.
  • Proven ability to resolve customer problems utilizing appropriate internal and external resources.
  • Proven technical troubleshooting skills in complex multi-platform-system-vendor environment.
  • Experience in supporting both hardware, and software products.
  • Ability to triage issues, and escalate them to appropriate engineering groups as necessary.
  • Knowledgeable of technologies such as operating systems (Linux, Windows, VMware), and storage area networks.
  • Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues.
  • Develop junior support engineers through coaching.

Technical Support Manager

Security Metrics
01.2018 - 08.2019
  • Analyzed and developed service goals for the ASV Vulnerability Scan teams.
  • Tracked KPIs and created continuous improvement plans.
  • Developed and implemented certification initiatives for new and existing hires.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.
  • Appointed ASV Stakeholder and Manager for the company, ensuring that they remained in compliance with ASV Standards, and assisting to coordinate and perform all of the ASV Operations including Scans, Reports, and Certifications.

Support Scan Technician

Security Metrics
01.2015 - 01.2018
  • Performed vulnerability scans in accordance with PCI-DSS regulations.
  • Assisted customers with understanding scan results and remediation efforts.
  • Provided technical support for both internal and external scanning software.
  • Assisted customers through PCI DSS self assessments.

Skills

  • Windows
  • Mac
  • Linux CLI
  • Ethernet Networking
  • Storage Ara Networks (SAN)
  • Security
  • Hardware/Software Support
  • Vulnerability Assessment
  • Vulnerability Management
  • Communication (verbal/written)
  • Management/Teamwork
  • Log Analysis
  • Troubleshooting
  • Time Management
  • Linux CLI (grep/openssl/curl)

Certification

  • CompTIA Security+
  • Cisco CCENT R&S
  • Cisco CCNA R&S
  • PCI-DSS ASV

Accomplishments

  • Received Nomination for Engineer of the Quarter - Arctic Wolf, 2024
  • Employee of the Year - SecurityMetrics, 2018
  • Highest CSAT rated Employee - Untouchables, 2014


Timeline

Concierge Security Engineer II

ArcticWolf
08.2022 - Current

Technical Service Engineer III

Pure Storage
08.2019 - 08.2022

Technical Support Manager

Security Metrics
01.2018 - 08.2019

Support Scan Technician

Security Metrics
01.2015 - 01.2018

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KYLE JOHNSON