Support Engineer
Nov 2024 – March 2026Ntirety / 11:11 Systems
- Supported customers over phone, live-chat, and email to document and resolve 80% of service incidents and requests through initial troubleshooting
- Managed client DNS, firewall configurations (Juniper, Palo Alto, Cisco), and SSL certificates across Linux and Windows
- Diagnosed and remediated failed EDR agent deployment across AWS EC2 infrastructure, identifying filesystem restrictions, SSD cache corruption, and SELinux permissive mode interactions to restore endpoint visibility in Cortex
- Monitored and troubleshot AWS and Azure infrastructure alerts to maintain system uptime and service availability
- Documented infrastructure changes and decommissions for reliable client offboarding and audit compliance