Jared D.

Experience

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  Avoya Travel

  Aug 2010 - Jul 2016

  IT Support Specialist and Assistant Manager

  Unique:- Helped form the first IT team.- Performed an MS Office 365 conversion from On-prem to Cloud.IT Support Specialist:- Added/Disabled users in Active Directory and Exchange.- Assisted in ADSI Edit.- Assigned permissions to network paths, public folders, distribution groups, and GPO.- Troubleshot DNS issues.- Installed new PCs, routers, switches

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  Carbon Black

  Jul 2016 - Sept 2024

  A resume for those interested in finding someone that has a wide array of startup SaaS experience.Unique:- Navigated two acquisitions (i.e., Carbon Black > VMware and VMware > Broadcom) in 8 yearsCommunication: - Removed communication blockers (i.e., silos)- Created open communication environment- Improved case productivity- Created efficient remote collaborationVirtual Environment- Built virtualization environment (i.e., vCloud Director)Customer Retention:- Driven a proactive approach of contacting customers and building relationships- Checked in with customers on their experiences- Assisted Solution Engineers with pre-sales customers- Assisted Professional Services with post-sales customersPartner Retention:- Assisted partners (IR, MSSP, VAR) with cases directly- Handled relationships between partners and customersConsole Training/Alerts:- Helped customers with security hardening in our cloud native app, Carbon Black Cloud- Identified false positives- Assisted in verifying hash reputations- Trained customers how to use the softwareTraining:- Built a 100% remote team in a startup- Trained a team in the US, India, and CR- Learned KCS Methodology- Created KB articles as technical walkthroughs- Trained others in KCS Methodology- Shared knowledge through sessions- Formed training groupsEscalations:- Supported customers that were heated- Driven "back to green" plans for cuz relationshipsPeople Management:- Managed international team- Communicated OKRs and KPIs- Achieved CSAT 98%+, SLA 95%, and MTTR 6-8 days- Joined active calls with TSEs- Collaborated with Technical Account Management and Professional Services- Identified reasons for Professional Services- Assisted team in the trenches with technical casesSoftware Used:- Carbon Black Cloud/EDR- vCloud Director- JIRA & Confluence- OKTA, One Login, Workspace One- CRMs: Salesforce, ZenDesk, and Wolken- Notepad ++ and Sublime- Visual Studio- Camtasia- Zoom, WebEx Show less Unique:- Volunteered to traveled to Chennai, India to train a group of technical support engineers.- Identified and reported software bugs within Carbon Black software.- Trained a fully remote team within a startup environment.- Subject Matter Expert (i.e., SME) for my team.- Developed training videos using Camtasia.Technical Lead:- Learned and taught Cloud Product Troubleshooting - Carbon Black Cloud.- Performed technical case reviews daily.- Trained team in identifying threats through case-by-case incident response and threat research.- Remote connected to customers for technical troubleshooting using Zoom and WebEx.- Assisted the team in remote technical calls.- Created Knowledgebase articles for training and public case mitigation.- Created JIRA tickets (i.e., Engineering Assist tickets) to send to Engineering. Show less Unique:- Helped to design and customize how our Technical Support team would be within a startup company.Technical Support Engineer:- Performed Incident Response troubleshooting on environments by analyzing events, incidents, alerts, vulnerabilities, and possible threats.- Application troubleshooting on A/V software.- Performed sensor and server installations, upgrades, and uninstalls.- Troubleshot sensor/server communication, installation, and upgrade issues.- Troubleshot NGINX, SOLR, and SAML/SSO issues.- Troubleshot operating system issues for Windows Server, CentOS, RHEL, and macOS.- Collected and reviewed Process Monitor (i.e., ProcMon) and Wireshark logs.- Reviewed proxy/dns issues.- Tuned policies and rules to prevent zero day malware and unknown hashes. Show less

  • Manager, Technical Support

    Jan 2022 - Sept 2024

  • Support Technical Lead

    Dec 2017 - Jan 2022

  • Technical Support Engineer

    Jul 2016 - Dec 2017
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  Nerd Fortress LLC

  Apr 2025 - now

  Company Owner

  Official, licensed reseller (i.e., VAR) of cybersecurity software.www.nerdfortress.io