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Joshua Backing

Joshua Backing

Support

Metronome Technologies, Inc.

Technologies

My Portfolio Highlights

My New Project

Analyzing Students' Mental Health

My New Course

Introduction to SQL

Champion of data integrity, ensuring accuracy in the age of information overload.

My Work

Take a look at my latest work.

course

Introduction to SQL

course

Intermediate SQL

course

Joining Data in SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

Seismic | Mar 2023 - Present

Principal Support Engineer

N/A

Elastic | Jun 2016 - Dec 2022

Principal Support Engineer

N/A

Splunk | Nov 2015 - May 2016

Sales Engineer

N/A

Splunk | Oct 2010 - Oct 2015

Senior Technical Support Engineer

* Providing in depth support via phone/e-mail to an exclusive customer base of Fortune 500 companies and governments worldwide. * Participating in after-hours on-call support rotation * Developing and reviewing end-user technical documentation * Providing remote informal training to customers and internal employees. * Detailing and maintaining case status in ticketing systems and internal/ external documentation. * Providing high-level customer service within the "Big Data" field. * Assist in development of Internal Splunk Applications * Assist in development of internal support processes
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nCircle Network Security | Jan 2008 - Oct 2010

Support Engineer

* Providing in depth support via phone/e-mail to an exclusive customer base of Fortune 500 companies and governments worldwide. * Participating in after-hours on-call support rotation * Developing and reviewing end-user technical documentation * Providing remote informal training to customers and internal employees. * Detailing and maintaining case status in ticketing systems and internal documents * Providing high-level customer service with professionalism in the Network Security Industry.

nCircle Network Security | Jan 2008 - Sep 2010

Support Engineer

N/A

ArcSight | Jan 2006 - Dec 2007

Technical Support Engineer/Support Account Manager

• Managed and developed partnerships with assigned customers to ensure excellent support as a Support Account Manager • Understand customer’s organizations • Ensure that the customer’s needs are heard in the support organization and throughout the company • Knowledge of internet security products and industry/market including expert knowledge of Arcsight, and Various other security products • Gained/maintained expert knowledge of Arcsight organization and direction as it relates to vision, strategy, products, activities/changes, and alliances as it relates to technical support • Maintained knowledge of products being used/where/how and documented these • Utilized knowledge of any customizations to products and use thereof within customer environment to optimize performance. • Maintained detailed documentation of customer issues to ensure ability to transfer cases smoothly • Reproduced customer use case problems daily

Internet Security Systems | Jan 1999 - Nov 2005

Premium Support Engineer

Nov 2004 – Nov 2005 Management and development of partnerships with the premium customer to ensure that we exceed customer expectations with excellent support. Understand customer’s organizations (e.g., people, influences, challenges, political scenarios, business model, industry/market conditions, and influences) Knowledge of internet security products and industry/market Gain/maintain expert knowledge of Internet Security Systems’ organization and direction as it relates to vision, strategy, products, activities/changes, and alliances Gain/manage customer intelligence of data and environments. Modules being used/where/how Number of implemented users both contracted for and implemented Knowledge of any customizations to products of use thereof Project Charter Plan Be the customer’s voice in ISS with Product Management, Sales, Management, Professional Services Organization

Internet Security Systems | Mar 2001 - Nov 2004

Technical Support Engineer

• Provides technical assistance on ISS products to both internal and external customers via telephone or electronic medium. Issues not resolved within documented timeframes are escalated to the next level as defined in internal processes. • Works in a team environment with guidance from other team members and management. • Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction and set metrics goals, knowing how to balance both. • Self directed Ongoing Training, plus structured product or vendor related training. • Manage a Team of 1st level Support Engineers on a day to day basis by setting realistic and obtainable goals for the team to reach. • Monitor the team•s incident queues and assist wherever possible. Offer additional training and/or insight on technical issues pertaining to the ISS products.

Internet Security Systems | Oct 1999 - Feb 2001

Provisioning Engineer

Dealing with External Customer's on a daily basis to ensure a timely delivery and effective delivery of High Speed Internet Service to businesses throughout the midwest. Responsible for contacting the customer and determining thier needs with the service. Responsible for testing and bringing up the service on the new circuit. Setup ATM to frame Relay conversion. Setup ISDN along with fractional and Full T1 lines. Collaborated with ANX Suppliers to ensure timely delivery of services. Setup BGP IP addresses and filtering in Cisco Router configurations. Assigned VPI.DLCIs to customers for ATM to frame Relay circuits. WAN connectivity: fractional and full T1 connection. Lots of TCP/IP network addressing. o Cisco IOS o UNIX o DNS o MX and o A Records o Alias setup Maintained a SNMP Management System Network Health for bandwidth statistics. Set up VPN User's and customer's firewall rulesets.

My Education

Take a look at my formal education

MSCE, System and Network AdministrationComputer Learning Center | 1999

About Me

Joshua Backing

I like data.

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