Indiana Institute of Technology

Customer Support Engineer at Trend Micro

Customer Support Engineer supporting Trend Micro's ScanMail, Control Manager, Apex Central, Apex One, and OfficeScan products.
Collaborative Project Manager for the OfficeScan / Apex One product lines.

Trend Micro

Customer Support Engineer / Collaborative Project Manager

Windows Networking Support for Windows Vista/2008, 7/2008 R2, 8/2012, and 8.1/2012 R2

In-depth support of standard networking protocols including TCP/IP, UDP, Ethernet, ARP, ICMP

In-depth support of the following Windows services:
        -DHCP
        -DNS
        -SMB / Windows FileSharing
        -DirectAccess and VPN – including IPSEC
        -Windows FireWall / WFP 
        -Network Policy Server / RADIUS
        -NLB
        -TLS/SSL

Taking and analyzing network traces using Windows netsh, WireShark, Network Monitor 3.4, Message Analyzer

Supporting other Microsoft Support teams using networking including IIS, Exchange, SQL, SharePoint, etc.

Promoted to team Technical Lead 8 months after joining the team.

Microsoft

Premier Windows Network Support Engineer - Tier 3

Hewlett-Packard

Systems Analyst

Talution Group

Receive service requests and setup daily schedule 
Handle retail transactions
Perform in-store, phone, and remote support
Perform Computer and Network Repairs/Diagnostics/Upgrades
Daily closure and securing of store
Maintain store network and phone systems

Direct Computer

In-store Service Manager

Receive service requests and setup daily schedule 
Handle retail transactions
Perform in-store, phone, and remote support
Perform Computer and Network Repairs/Diagnostics/Upgrades
Daily closure and securing of store
Maintain store network 
Billing/Invoicing of Customers
Administration of Dial-up, Web, and E-mail servers

Bill Jaquette