David King

About David King

Product Support Engineer with 8+ years of end-user support experience at Verizon, complemented by a degree in Cybersecurity. Proven expertise in leveraging advanced monitoring tools like Splunk and AppDynamics for deep-dive log analysis and application performance management to drive down resolution times and enhance system reliability. A strong leader recognized for strategic troubleshooting across complex IT environments, including cloud (Azure), networking (Cisco), and diverse operating systems. Seeking to apply a unique blend of technical skills and cybersecurity acumen to solve challenging problems in a dynamic IT environment.Professional Experience· Advanced Diagnostics & Monitoring: Utilized Splunk for comprehensive log analysis and AppDynamics for real-time application performance monitoring to proactively identify, diagnose, and resolve complex technical issues, significantly reducing mean time to resolution (MTTR).· Incident & Problem Management: Managed the full lifecycle of incident resolution via ServiceNow, from initial user ticket to root cause analysis, often correlating application metrics from AppDynamics with infrastructure data in Splunk.· Endpoint Management & Security: Administered and secured a large-scale, hybrid endpoint environment using Microsoft Intune and Azure Autopilot for configuration management, application deployment, and compliance policing, aligning with cybersecurity best practices.· Network Infrastructure Support: Supported robust network operations by troubleshooting connectivity issues related to Cisco networking equipment (routers, switches) and Cisco Unified Communications (VoIP), using diagnostic tools to isolate layer 2/layer 3 problems.· System Lifecycle Management: Performed hardware and software installation, configuration, and imaging for Windows, Mac, and Linux systems, ensuring optimal performance and user productivity.Technical Competence· Monitoring & Analytics: Splunk, AppDynamics, ServiceNow· Cloud & Endpoint Management: Microsoft Azure (Intune, Autopilot), Microsoft 365 (Advanced Excel, Word, PowerPoint, SharePoint)· Operating Systems: Linux, Mac, Microsoft Windows· Networking & VoIP: Cisco Networking, Cisco Meraki, Cisco Unified Communications· Programming/Scripting: Python· Other: AutodeskEducation & CertificationsCOLLIN COLLEGECybersecurity Applied Technology (May 2021) – GPA: 3.5National Honor SocietyCERTIFICATIONSAmazon Cloud Practitioner | CompTIA A+| Google IT Support | Cisco CCENT

Experience

1. End User Support Engineer

   Verizon

   Nov 2021 — Present · Dallas-Fort Worth, TX, US

   Primarily responsible for assisting users resolve issues on Windows and Macintosh platforms,(including portables) and Microsoft Office suite applications. Daily assignments can range from assisting with imaging Windows 10 OS and providing basic network support ( e.g, TCP IP, Windows Networking, Ethernet). Also Setup, installation and supporting of configuration of network equipmentAssistance with deployment of network infrastructure (in and out of business hours)On-site support to install/plug-in circuit to Verizon network hardwareTesting of circuits for latency, packet loss and bandwidth. These duties are performed efficiently with customer service as a top priority

Education

• Duke University

  Certification , Green Building and Entrepunership

• Green Training USA

  Certification , HERs Rater

• Kansas City Kansas Community College

  Associate of Arts - AA, Communication, General

  2009 — 2011

• Collin College

  Associates of Applied Science, Computer Systems Networking and Cyber Security

  2019 — 2022

• Georgia Institute of Technology

  Certification, Energy, Environment, and Natural Resources Law