Tomas B. Lorenzo
	Technical Support Engineer

Summary:

Experienced Technical Support Engineer with a comprehensive skill set in supporting integrated environments for enterprise applications. Self-motivated, positive, and organized. Seeking a position that offers an opportunity to effectively use and develop my work skills, build relationships, and grow within the company.

Skills/Competencies:

• Premise & web technologies including Windows Server, Active Directory, SQL Server. Linux (CentOS, RHEL, Ubuntu), AWS, Azure, GCP, O365, GSuite, server logging, RAID, ProxySG, OKTA, Splunk, VMware, VSphere
• Scripting, debugging and app tooling in: Python, PowerShell, C#, Javascript, SQL, HTML, Java, Bash, VBS/VBA, and Excel
• Work independently as well as collaborate across teams to drive issues to resolution
• Adaptive tooling technique for prompting in Google Gemini, ChatGPT, Copilot using a modular and precision approach to ensure accuracy with testing for validation.
• Configure/Deploy/Implement SaaS services for temporary and persistent environments to facilitate the Support team's integration testing (AWS, Microsoft Office365, AD, Box, Dropbox, Salesforce, and Servicenow, etc.)
• Administer and support Office365, GSuite, and AWS for Support team environment
• Lab administration of cybersecurity solution for corporate Data Loss Prevention (cloud and premise environments)
• Clear and detailed Technical and Business Writing

Work Experience:

Broadcom   Technical Support Engineer   May 2019 - June 2023   Irvine, California

• Configure services to integrate with data loss prevention systems to administer policies for detection and remediation for premise, private-cloud, and hybrid cloud environments.
• Manage and integrate SaaS/ITSM services such as Office365, Servicenow, Salesforce, Confluence, Box, etc.
• Troubleshoot issues between integrated enterprise components/assets/services (internal and external) such as Active Directory, Windows Server, Linux Server, Microsoft Outlook/Exchange, AWS, Azure, OKTA, SAML, Proxy Chaining, Data Loss Prevention (DLP), and more.
• Evaluate/optimize and test security policies relating to user activity such as data in motion via transparent and non-transparent proxy as well as data at rest monitoring via API integrations.
• Query events/activities via Splunk to reconcile Broadcom logging activity hosted in AWS and GCP when false positives or false negatives are reported.
• Use MS Excel for project collaboration/coordination and tracking of progress for tasks with sensitive timelines (example, client outreach programs relating to security vulnerabilities).
• For Linux environments relating to ICDX ‘centralized logging’, evaluate java memory allocation for the application environment and increase allocated memory for the Java Heap per guidelines for data volume.
• Configure DirectorySync to manage user updates (add/remove/suspend) via synchronization from Active Directory/Domain Controller to CloudSOC/Broadcom data loss prevention environment.
• Publish knowledge base articles and ensure searchability after testing/evaluating solutions.

• Application support (Architectural, Construction and Engineering based software) for Bluebeam enterprise clients.
• Evaluate application environments such as web server, IIS, HTTPS, and SQL database by reviewing configuration and log files.
• Maintain the Support team’s test environment. Deploy new instances when requested to emulate environments for premise based customers.
• Make contact with customers to establish a rapport and set proper expectations.
• Document solutions and share updates with team members of available solutions as well as ongoing tickets/issues.
• Use Jira to track defects identified after a thorough testing process. Itemize steps taken and record supporting documents such as log files, screen prints, video recordings of reproduced issues (when applicable).
• Monitor open tickets with Engineering and keep customers informed on progress via email as well as during scheduled web meetings.

• Restore customer databases to personal/local lab environments and work to replicate reported issues.
• Perform SQL queries, updates, transactions, as needed to resolve issues that cannot be fixed from the application interface. Edit/adjust as needed to optimize execution time.
• Use existing KB’s. Collaborate with other team members to find solutions. Develop new solutions/KB’s after appropriate testing.
• Troubleshoot premise-based application components including: including:web server, networking, SQL, document publishing server, and, and management server.
• Assist customers to perform Active Directory imports and troubleshoot cases of failed user imports/sync integration.
• Maintain local test web servers for use of installing multiple MasterControl instances with test databases for various customers data.
• Liaison with Cloud Team to assist our Support team to troubleshoot hosted customers on MasterControl cloud infrastructure.
• Use an incident management system to track progress and provide ownership and accountability.

• Perform Technical Consultations to evaluate client environments and recommend maintenance based on urgency and appropriate sequence.
• Products include but are not limited to: VNX, Unity, Clariion, and XtremIO cloud block storage systems.
• Recommend activities such as (Firmware Updates, OE Code Level Upgrades, Patch Installs).
• Remotely perform maintenance activities via SSH/RDP direct access or via Webex with client present. Make contact with customers to set expectations and answer any remaining questions prior to starting as well as after completion.
• Execute Linux and Python scripts to perform tasks such as upgrades, system health checks and to resolve issues encountered.
• Use dynamic/custom scripts I created to evaluate environmental components that may be impacted by the code upgrade- such as code level compatibility, data backup, and replication.
• Create follow up requests for issues that need additional review or hardware replacements.