Brandon Ferguson

Experience

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  Eastlink

  Nov 2005 - Nov 2006

  Internet Service Support Technician
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  BlackBerry

  Nov 2006 - Jan 2014

  Technical Support Analyst (Tier 2 Escalation)

  Served as escalation team point for Tier 1 BlackBerry Enterprise Server Associates assisting with customer troubleshooting, installation, upgrade-related issues, smartphone email messaging, and internet services.• Reduced technical support queue call volume 60% and saved $100K in overtime by spearheading and collaborating BlackBerry UDS MDM troubleshooting guide that improved user experience after installing software for first time.• Mentored BlackBerry Enterprise Server Associates, promoting, developing, and honing skills for future troubleshooting calls, working with Fortune 500 company administrators.• Worked with administrators who supported 50K users, resolving business-impacting critical issues.• Served as:o KCS certified coaching with proven record for helping mentors and peers obtain certification.o BlackBerry ICU Coach: Provided instructional theory and practical content material for new hires. Assisted with onboarding for troubleshooting development skills, promoted active listening and critical thinking that assisted with resolving customer issues. Show less

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  NTT DATA Americas

  Jul 2014 - Jan 2016

  Senior Linux Administrator

  Served as member of BCP-Grid team rebuilding rack servers for clients using decommissioned server hosts repurposed, for installing new operating systems for clients based on hardware requirements.• Reviewed error system error logs to identify faulty hardware and dispatched technicians after identifying hardware replacement.• Rebuilt unused servers based on required customer specifications, testing builds after completion verifying operation with clean system logs.

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  Ping Identity

  Jan 2016 - Mar 2019

  Technical Support Engineer (Tier 1) - Hybrid/Remote Position

  Assisted with securing user identity access, configuring Single Sign-On (SSO), and Multi-Factor Authentication with Federated services.• Identity & Access Management (IAM) Platform Support:• Configuring and troubleshooting: PingFederate, PingOne, PingID, PingAccess, and PingDirectory.• Proficient in implementing Multi-Factor Authentication (MFA), Public Key Infrastructure (PKI), Kerberos, Security Assertion Markup Language (SAML), OAuth, System for Cross-domain Identity Management (SCIM), Single Sign-On (SSO) to Cloud, Federated Identity, and Software as a Service (SaaS).• Configuring SSO Service Provider (SP) and Identity Provider (IdP) Initiated SSO using protocol standards SAML 1.0, 1.1, 2.0, and WS-Federation.• Expertise in investigating server logs to identify the root cause of issues.• Experienced setting up secure connections through certificate management to handle SSL/TLS security, certificate signing, and message encryption/decryption.• Proficient in troubleshooting digital signatures, message signing, and certificate validations.• Skilled in configuring user authentication and authorization using protocols such as LDAP, Kerberos, Active Directory, OAuth 2.0, SAML 2.0, and OpenID Connect.• SAML debug logging tools: Fiddler, Charles, and SAML-tracer. Show less

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  One Identity

  Mar 2019 - Jan 2024

  Enterprise Technical Support Advisor (Tier 1) - Remote Position

  One Identity is a leading provider of identity-centered security solutions, offering organizations simplified identity and access management to enhance security and streamline operations.Provided 24/7 technical customer support resolving after-hours mission-critical issues. Assisted with troubleshooting problems, identifying and recommending upgrades resolving configuration issues.• Recognized monthly as top performer above peers based on complex calls, responsiveness, closure, and customer satisfaction.• Achieved set SLA target of 98% while working severity level one server outages affecting Fortune 500 companies.• Reviewed Active Directory Permission during troubleshooting, assisting with workflows and providing recommended upgrade instructions and system requirements.• Collected data using Secure File Transfer Procol to review error logs and database files, identifying performance-impacting issues in large environments involving 150K users and multiple domain servers.• Identified new defects before releasing newer software versions by performing Quality Assurance (QA) testing of applications for corrected defects. Show less

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  BeyondTrust

  May 2024 - now

  Technical Support Engineer