Lloyd Keller III
Broomfield,CO
Summary
Skilled Technical Support Engineer with broad base of experience in Big Data application support, sales, and customer success operations. Expertise in high-level administration of SIEM solution, hardware and VM environmental sizing, and comprehensive best-practice recommendations for new and expanding deployments. Immersive learner who enjoys assimilating new skills and knowledge from all available resources. Posses highly developed and innovative customer service, relationship building, and solutioning skills cultivated over 25 years through diligence in myriad industries and roles. Work closely with Agile development teams for product enhancement and timely issue resolution.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Analytic Co-Pilot Consultant
LogRhythm
05.2022 - Current
- Host recurring consultation appointments with customers to improve cybersecurity posture of SIEM / SOAR
- Deploy LR Labs Knowledge Base Modules - MITRE ATT&CK, CSC (NIST), PCI-DSS, ISO 27000, etc.
- Run targeted investigations and use results to "tune" AIE rules using filters, list values, application hashes, regex to reduce FPP and drive value added alarming for SOC environments
- Optimize customer environments for workload and rule logic to decrease resource utilization - RAM & CPU respectively
- Take Ownership of customer accounts and turn problems into solutions
- Work with UEBA development team as SME / QA in order to craft deliverable service for Subscription Services
Senior Technical Support Engineer
LogRhythm Inc.
11.2019 - 06.2022
- Achieved highest customer satisfaction (CSAT) scores historically for company averaging 95-100% over tenure
- Awarded MVP of support for 2020 for Q1 & Q2
- Leader of Teams and Active Technical Mentor
- Acting SME for multiple product functions including System Upgrades, Disaster Recovery, AI Engine, Smart Response and others.
- Regularly assist Professional Services, Project Management, Sales, TAM & Co-Pilot, and Executive Leadership to resolve complex customer problems and provide Root Cause Analysis
- Specialized in niche, tribal knowledge consolidation and dissemination to individuals and teams
Contract Administrator
Zoll Data Systems Inc
03.2018 - 05.2019
- Managed software licensing, product activation, and support access for all Armor & AWS Hosted, ZOLL SaaS, and Enterprise customers
- Reviewed complex contracts for accuracy and implemented billing of corresponding products and/or services
- Negotiated creative payment plans and business strategies for delinquent accounts
- Fielded customer complaints regarding billing and software issues for all products and services on offer
- Retained over $500,000 in business during cancellation discussions with customers; turning detractors into promoters
- Created and edited procedural documentation for department transitioning to new financial and sales SaaS software integration (Salesforce - Zuora)
- Restructured inventory management of Road Safety stock, and devised new processes for storage inventory auditing physical updates, and shipping of new and refurbished devices
Support Technician
Zoll Data Systems Inc
01.2015 - 03.2018
- Historically top performer closing 200 + cases related to technical issues monthly
- Maintained highest ever Net Promoter Score (NPS) average - consistently 95-100% for overall customer satisfaction
- Supported development for SaaS program tailored to acquired LifeVest company, working closely with R&D
- Learned two additional product suites to assist in call volume reduction and reducing call wait times
- Received peer-nominated Rising Star Award for performance and overall contributions
- Assisted customers with system recovery and re-builds after data breaches and ransom-ware attacks (.thor, .loki, etc.)
- Worked diligently to create synergistic environment of trust and knowledge sharing with co-workers
- Became key contributor to highest ever performing support group in company history
Education
BBA - Business & Healthcare Administration
Belhaven University
Jackson, MS12.2014
Associate of Arts - Liberal Arts and General Studies
Holmes Community College
Ridgeland12.2012
Skills
- Elasticsearch
- Windows - Linux - MacOS
- SIEM Optimization & Integration
- PKI Certificates
- Creative Issue Resolution
- Software Implementation & Training
- Server Hardware and VM Environments
- SQL Server 2008 R2
- Analytical and Methodical
- Java Application Testing
- Knowledge Transfer
- Excellent Communication Skills
- Issue and Resolution Tracking
- Team & Relationship Building
Certification
- CompTia - Security + | credential id: XZDCRZDSBB1QQ631
- LogRhythm - LRSA, LRPA, LRSE, LRDE
Timeline
Analytic Co-Pilot Consultant
LogRhythm
05.2022 - Current
Senior Technical Support Engineer
LogRhythm Inc.
11.2019 - 06.2022
Contract Administrator
Zoll Data Systems Inc
03.2018 - 05.2019
Support Technician
Zoll Data Systems Inc
01.2015 - 03.2018
BBA - Business & Healthcare Administration
Belhaven University
Associate of Arts - Liberal Arts and General Studies
Holmes Community College
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