Shawn Releford

Master's

Cyber Security Systems

Defender for Cloud/Sentinel

Cloud Cybersecurity Support Engineer

- Microsoft - Insight Global - 18 month contract - Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues - Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research - Performs in-depth product troubleshooting and remediation when needed - Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues - Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics - Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement - Identifies potential defects and escalates to more senior engineers to resolve - Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement - Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly - Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team - Recommends policy for responding to security incidents