Cybersecurity Certificate

Master degree Cybersecurity

Support Engineer Level 1

• Provide basic technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
• Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved
• Create and submit detailed call logs documenting customer interactions that are accurate, thorough.
• Informs customer of needed repairs and answers basic questions. Ensures that customer understands.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.

Support Engineer Level 1 - 2

• Provided Exceptional support to Enterprise Customers around the globe on Phone, Email, WebEx and Remote Access for Incognito products in Broadband technologies BCC, SAC, ACS, IPAM(AC), Deployed Broadband Command Center to Configure, manage DHCP, DNS, TFTP Servers, DOCSIS, MTA, SIP, IPV4, IPv6, and carried out Deployments software patches & Upgrading servers using Ansible and Docker.
• Set up test environments for various application servers on VM for reproducing customers issues in Windows (7, 8, 10) Linux (Centos 6, 7, Redhat 6, 7, Debian 8), Solaris (10, 11) and used network Probing, monitoring tools - SNMP, Packet Capturing, Analysis, Nmap and Netstat.
• Solved issues related to Fail-over, Load-balancing, Multicast, Tomcat, Apache, MySQL & Oracle integration.
• Investigated logs, Collected and updated data to engineering to fix client issue, Filed and tracked bugs.
• Generated client tickets using Salesforce, JIRA and wrote technical documentation and processes.
• Provided On call 24/7 in the Emergency line for customer impact in the service and scheduled.