Adam Brown

Addressing and remediating various security vulnerabilities within our web application product "Quantify", such as:
Cross-Site Scripting (XSS) vulnerabilities
AMQP Cleartext Authentication vulnerabilities
TLS 1.0 vulnerabilities
.NET Core vulnerabilities
Apache vulnerabilities
Assisting customers in updating their HTTPS certificates

1st and 2nd line technical support via phone, email and ticketing for the voice recording web application "Quantify" with an average of 75% first time fix rate. Involving maintaining PCI compliance for our suppression software and assisting in updating HTTPS certificates.

Conducting remote sessions to collect, document, and troubleshoot vulnerabilities and faults via Microsoft Teams, Zoom, Webex and direct Windows RDP sessions.

Collecting and documenting faults to escalate to 3rd line engineering and development teams when necessary.

Precisely documenting customer issues within various ticket systems (ServiceNow, Zendesk, Jira) with clear communication to the customer and maintaining SLAs.

Performing root cause analysis by reviewing application logs, windows logs & packet traces.

Creating and maintaining knowledgebase articles on bugs, vulnerabilities, and common fixes.

Hard skills: Windows Server 2008-2022, SQL, Wireshark network packet tracing and analysing, log reviewing, ticket handling (ServiceNow, Zendesk, Jira), Microsoft Teams, Zoom, Webex, Windows RDP, Office365.

Installed and troubleshot internet services for both residential and business premises which included:
Network configuration of routers (ASUS, TP-LINK, NETGEAR, MikroTik)
Network configuration of radios to act as a bridge (Ubiquiti airMAX, Cambium ePMP)
Physical CAT5e cable installations
Utilising the OSI layer model to troubleshoot faults within networks

Acted as 2nd line support, which included:
Proactively responded to support requests via phone, chat, text, and tickets from end-users and patiently walked individuals through basic and complex troubleshooting tasks.
Identified, gathered information and documented wider network faults to raise with our network manager for further investigation.

Hard skills: Network configuration and troubleshooting, wireless configuration and troubleshooting, Data analysis, Office365, manual labour.

Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.

Proactively responded to first line support requests via phone, chat, text, and tickets from end-users and patiently walked individuals through basic troubleshooting tasks through to resolution or escalation.

Documented faults with detail and evidence in our ticketing systems, Zendesk & OSTickets.

Liased with third-party vendors for further investigation of our wholesale fibre product, communicated effectively to both them and the end-user, keeping everybody up to date on faults.

Hard skills: Network configuration and troubleshooting, wireless configuration and troubleshooting, Data analysis, Office365.