Nicholas Wynn
Bedford
Summary
Highly motivated and results-oriented Security/Technical Support Engineer possessing strong skills in accuracy, time- management and multitasking with excellent attention to detail. Recognized as a hard-worker, and dedicated professional that excels in a technical environment including troubleshooting performance issues and performing break-fix network changes. A strong customer centered commitment to helping others while building positive and effective working relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Advanced Service Engineer
Fortinet
Frisco, TX
01.2025 - Current
- Led troubleshooting efforts for network security solutions, enhancing system reliability and customer satisfaction.
- Collaborated with cross-functional teams to optimize product performance and resolve technical issues swiftly.
- Analyzed customer feedback to identify service improvement opportunities and enhance user experience.
- Streamlined service processes, resulting in faster response times and improved issue resolution rates.
- Mentored junior engineers, promoting skill development and fostering a collaborative work environment.
- Spearheaded initiatives to integrate new technologies, driving innovation within service offerings.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Analyzed and evaluated performance and optimized efficiency.
- Delivered outstanding after-sales support, maintaining open lines of communication with clients to address concerns or inquiries promptly.
- Contributed to company growth by generating new business leads through positive word-of-mouth referrals from satisfied clients.
MSX Security Engineer
TPX communications
Plano, United States
09.2023 - 01.2025
- Configure FortiGate and Meraki (firewalls, switches, and access points)
- Troubleshoot complex networking issues such as SDWAN, SSL, IPSec, Routing, Security policies, and Cloud Services with external customers, ISP's, and vendors on conference bridges until resolution.
- Assist warehouse with device activations
- Provide technical support for testing and turn up of services
- Design Vizio documents for network topologies
- Join technical discussions with customer vendor’s for planning, designing, implementing and supporting clients LAN/WAN, Security and VOIP platforms.
- Manage assigned tickets to drive resolution and customer satisfaction.
- Communicate with customers, sales staff, or marketing staff to determine customer needs.
Sr. Tier 2 Noc Engineer
Comcast
Plano, United States
08.2022 - 06.2023
- Troubleshoot complex networking issues such as SDWAN, MPLS, NaaS, IPSec, IES and Cloud Services with external customers, network/telecom providers and vendors on conference bridges to drive and lead issue resolution.
- Configured and troubleshoot complex layer 3 routing problems on protocols like BGP, OSPF and EIGRP.
- Be able to propose optimal solutions to internal/external customers.
- Carry out maintenance activities according to engineering MOP’s. Firmware and Software device and management systems upgrade.
- Perform router and firewall activation for new and existing customers, small to large networks, simple to complex configuration.
- Perform test and troubleshooting of TDM and high capacity Ethernet circuits.
- Investigate and complete reason for outage (RFO) reports on all network outages, compile a root-cause-analysis for an incident/issue.
- Mentor and help train Tier I NOC Analysts.
- Accept external/internal escalations, customer calls, vendors, and partners.
- Perform special projects, network audits.
- Perform tasks assigned by Manager to support the business or customer requirements that are within the skill sets of the T2.
Cloud Security Engineer
Imperva
Plano, United States
11.2021 - 08.2022
- Employ expert knowledge gained on all aspects of the Imperva Cloud Application Security platform to provide comprehensive service to customers.
- Handle broad range of activities across cloud application and security domains, from integration tasks (such as key management and logging) to security response (advising during triage, analysis, and remediation) to providing analysis and insights through advanced reporting.
- Troubleshoot WAN, web applications, and associated protocol (HTTP/S, SSL, DNS, TCP/IP) using tools such as Ping, Traceroute, nslookup/dig, Curl, Postman.
- Act as a trusted advisor, providing a high quality investigation, and consultation on common web application security concepts such as the OWASP Top 10.
NOC Service Engineer
Equinix
Dallas, United States
06.2021 - 11.2021
- Configuration/Troubleshooting on various Equinix products such as Cross Connect, Metro Connect, Cloud Exchange, Equinix Connect, Internet Exchange.
- Maintain and configure network devices ranging from Cisco, Juniper, Arista, and Alcatel-Lucent.
- Schedule network maintenances and upgrades when appropriate.
- Monitor and review network performance, reliability, and security.
JR. Noc Engineer
Imperva
Plano, United States
01.2021 - 06.2021
- Monitoring of the Imperva’s global network, including configuration and alerting, designing new monitoring capabilities, and maintaining current solutions.
- Utilization of monitoring tools/systems (Zabbix, Grafana, Pingdom etc...)
- Focus on BGP and BGP route manipulation using AS prepends, communities, and local Pref changes.
- Point of escalation for critical customer issues and Take part in incident management.
Technology Support Engineer
KDDI America
Plano, United States
09.2019 - 01.2021
- Problem troubleshooting and resolution, including interaction with site contacts, carriers, vendors, and various departments in both KDDIA and KDDI Japan.
- Ensure tickets and monitoring alerts are handled per pre-defined SLAs for response time, updates and closure.
- Provide periodic updates to customers and various internal departments.
- Resolve critical system issues on a 24x7 basis, including notification, coordination,and dispatch of individuals from various functional groups and providers.
- Monitor the status and performance of KDDIA's services and facilities.Installing, configuring and monitoring Juniper Switches and Routers, Cisco ASA and Palo Alto firewalls and SIGOS Radio Frequency testing device.
Tier 1 Network Analyst
Masergy Communications
Plano, United States
05.2018 - 07.2019
- Provided technical support by troubleshooting, managing, implementing, and auditing customer WAN, LAN, and wireless networks.
- Collaborated with ISP vendors to find a resolution on private line circuits (T1, T3) and Ethernet backhaul issues.
- Optimized and prioritized voice and video performance with QoS using DSCP tagging and traffic control.
- Experienced in SD-WAN technology (in SilverPeak and FortiGate Platform), load-balancing traffic, and network redundancy.
- Configured and troubleshooted network security features by using ACL, firewall policies, web filtering, application filtering, IPS, and IPsec VPN.
- Configured and troubleshoot complex layer 3 routing problems on protocols like BGP, OSPF and EIGRP.
Education
Network Support
Tarrant County College
Hurst, United States05-2018
Fortinet Certified Professional Secure Networking - Cyber Security
Fortinet Training Institute
Sunnyvale, CA02-2025
Skills
- Operating Systems
- Windows7/8/10 Professional
- Cisco IOS Professional
- Alcatel-Lucent IOS Professional
- Linux Professional
- Forti ios Professional
- Protocols
- TCP/IP Professional
- DHCP Professional
- DNS Professional
- Ethernet Professional
- SSL Professional
- BGP Professional
- IPSEC VPN Professional
- HTTP(S) Professional
- Hardware
- Desktops/laptops, Professional
- Mobile devices Professional
- Routers/switches Professional
- Modems Professional
Certification
- CCNA
- Azure Fundamentals
- Fortinet Certified Professional Secure Networking
Timeline
Advanced Service Engineer
Fortinet
01.2025 - Current
MSX Security Engineer
TPX communications
09.2023 - 01.2025
Sr. Tier 2 Noc Engineer
Comcast
08.2022 - 06.2023
Cloud Security Engineer
Imperva
11.2021 - 08.2022
NOC Service Engineer
Equinix
06.2021 - 11.2021
JR. Noc Engineer
Imperva
01.2021 - 06.2021
Technology Support Engineer
KDDI America
09.2019 - 01.2021
Tier 1 Network Analyst
Masergy Communications
05.2018 - 07.2019
Network Support
Tarrant County College
Fortinet Certified Professional Secure Networking - Cyber Security
Fortinet Training Institute