Conor McCullough

Enterprise support for Network Security Platform and Advanced Threat Defense.

• Performing system configuration, hardware/software installation and upgrading Windows and Linux systems • Responsible for the day-to-day maintenance and operation of hosted systems (servers, operating systems, storage devices, applications, etc…) • Configuring system and application backups and performing recovery when needed • Providing input for needed expansion or alternative configurations to support additional storage, database capacity, or web server capacity needs

• Troubleshooting complex technical issues received from the L1 agents • Cooperating with the Knowledge Management by identifying gaps in the procedural / technical support, obtaining the required information and then providing this input to the KM • Providing procedure- / troubleshooting-related guidelines to L1 / L2 colleagues • Providing client-specific / general technical trainings to L1 / L2 colleagues • Running reports about the open tickets on the L2 agents of the Service Desk