Michael Rawlings

Experience

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  GX2 Technology

  Dec 2015 - Dec 2018

  •Providing excellent level 1 and level 2 customer support for networks and WiFi infrastructure in the hospitality industry across the world•Troubleshooting and configuring layer 2 and 3 networking equipment from multiple vendors•Network Monitoring, using Orion NMS and actively acting on the events.•Working with Linux servers and bespoke GX2 servers•Logging tickets with our internal ticketing system•Carrying out site surveys (using Netscout & AirMagnet)•Assisting with site installations Show less

  • Field Engineer

    Dec 2017 - Dec 2018

  • Technical Services Representative

    Dec 2016 - Dec 2017

  • Technical Services Apprentice

    Dec 2015 - Dec 2016
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  OpenDNS

  Jan 2019 - Aug 2022

  Customer Support Engineer - Umbrella

  - Working with and supporting customers using Umbrella DNS and SWG proxy solutions- Working closely with all teams within the support structure and also help handle escalations to tier 2&3- Diagnose and provide solutions to technical issues related, but not limited to: Firewalls, Proxies, WAN/LAN, DNS, Active Directory- Assisting with creating and maintaining our internal and public documentation- Providing training to new hires in the team- Working with ZenDesk and Salesforce for creating tickets and maintaining communication with customers Show less

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  Cisco Meraki

  Aug 2022 - now

  Customer Support Engineer - Cisco+ Secure Connect

  - Supporting a Cisco SASE Product, Secure Connect. Working with private access VPNs, remote access solutions, SD-WAN technologies and CDFW (cloud-delivered-firewalls)