Vancouver, British Columbia, Canada
Experienced Network Security Analyst with a demonstrated history of working in the internet industry. Skilled in Customer Service, Data Analysis, Analytics, and Network Monitoring Tools. A strong ability to learn and apply new concepts in different paced environments.
• Prioritizing tickets in Zendesk based on user and customer impact. • Monitoring traffic for any anomalies found in multiple nodes in various countries. • Monitoring upstream traffic for any disruptions from our providers. • Mitigating DOS and DDOS attacks without compromising user experience. • Creating user accounts, Virtual IPs, and setting up configurations. • Applying ACLs in Juniper/CISCO/Brocade Routers or at the proxy level. • Troubleshooting customer issues (ie, HTTP error responses, clearing cache, SSL certificates, etc.). • Managing and implementing a Web Application Firewall using a NAXSI positive model for whitelisting legitimate user activity. • Submitting JIRA tickets for bugs or issues with system issues.
• Simplified the monthly reconciliation process for the B2B e-Gift Card program using DB tables and data sources in excel. • Processing manufacturer or extended-warranty repair claims using various in-house tools that access the DB. • Using various SQL queries to gather information required to help expedite the claims admin process. • Communicating with depots and stores to ensure all claim submissions are billed correctly. • Managing multiple mailboxes to handle any questions or escalations.
• Updating and processing billing for repair claims (Manufacturer and Extended warranties). • Training staff members, including answering the occasional technical question. • Follow-up with vendors about repair status of customer units sent to TPD (Third Part Depots). • Responding to email inquiries for all TPD/IHR repair units. • Requesting credit via email for defective product from vendors. • Contacting warranty customers in Liaisons Queues for restore permissions, fault information, etc. • Providing TPD estimates for customers’ units which are not covered by warranty. • Contacting stores on a daily basis for customer information, PSP exchange numbers and unit BOS.
• Assisting shop owner with various tasks including life casting actors/models. • Working with different products (ie. Fiber glass, carbon fiber, latex, alginate, plaster, etc.). • Assisted with building digitigrade stilts. • On set experience in TV & Film with maintaining creature makeups and handling gag effects. • Safely handling handheld power tools and drill presses. • Organizing and cleaning work space on the daily.