Pauline Tenku

• Answered support inquiries via phone, email and kept ratio of closed to open monthly tickets higher
• Broke down and evaluated customer problems, using test scripts, personal expertise, and probing questions reducing timely resolution by 20%
• Deployed security software agent, configured security policies, Anti-virus, Intrusion Prevention and Detection system, Web Reputation, Application Control, DLP, Firewall, both on-premise and cloud based environments to protect data
• Analyzed product and system logs to identify potential issues
• Diagnosed network problems involving combination of hardware, software and communication issues
• Researched and identified technical problems with integrated software like Active Directory, VMware ESXi, SIEM, Firewall, Proxy, Database, directly related to use of security software
• Reviewed customers environment, use case and recommended best practice to ensure implementation of secure configurations and eliminate security issue
• Partnered with Sales Engineers and Account Manger to drive sales and for renewals
• Escalated to development and drove customer escalations to resolution
• Achieved very good ranking in monthly metrics, achieved 98% customer satisfaction rating surpassing team goal and won quarterly award.

• As Technical Support Engineer, gained hands on experience configuring security solutions both on-premise and cloud environments, providing software support to customers, troubleshooting and implementing technical solutions

As Incident Respond intern, I gained experience and exposure to computer security incident investigation and first level response experience, vulnerability scanning, network traffic analysis, security events triage, log analysis, security monitoring, security alerts, incident reports and host forensics

• Implemented security measures to reduce threats and damage related to cyber attacks
• Identified root causes of security breaches through thorough investigation and analysis of log data.

• Last line escalation, investigated, followed up and coordinated customer reattempt deliveries with drivers and station management teams, as well as processed returns and replacement orders
• Effectively provided phone and email support to 1000 plus customers
• Tracked issues and ensured timely resolution of problems, reducing response time from 24 hours to immediate.

• Managed and Monitored project progress, identified risks and took corrective action as needed
• Tracked hours and expenses to keep project on task and within budgetary parameters
• Reported regularly to managers on project budget, progress and technical problems
• Established rapport and engaged with stakeholders to build lasting professional relationships.