Nathan Klayman

Support Escalation Engineer @ Microsoft

About

Former technologist. Knows about books, writing, and literary criticism. Written two books and will likely write more.

Country

United States

City

Dallas

Industry

Higher Education

Skill

Creative Non-fiction, Literature, Literary Writing, Fiction Writing, Customer Research, Time Management, Leadership, Workload Prioritization, Written Communication, Customer Advocacy, Technical Writers, Key Performance Indicators, Strategic Thinking, Microsoft Word, Manuals, Technical Writing, Subject Matter Experts, Writing, Technical Documentation, Documentation

Experience

Support Escalation Engineer

Microsoft

2021-10 - 2023-9 · 2 yrs

Dallas, Texas, United States

Technical Support Engineer

Forescout Technologies Inc.

2018-2 - 2021-5 · 3 yrs 4 mos

Plano, Texas

• Complex technical assistance for end customers, partners, and internal employees • Product support for Linux-based policy driven network access control solution • Creation and editing of knowledge-base articles • Support via email, telephone, remote session, and community forums • Escalation point between customers and R&D • Log analysis and root-cause analysis

Network Administrator

Moroch

2013-4 - 2017-11 · 4 yrs 8 mos

Dallas/Fort Worth Area

- Internal support for advertising/media company; - Hybrid Windows/Mac environment - Maintain network function and expansion - Researched solutions for improved network function - Researched/deployed solution for Mac integration into Active Directory

Analyst

BlackBerry

2008-8 - 2012-11 · 4 yrs 4 mos

Unraveling the mysteries of the BlackBerry Internet Service, and BlackBerry handhelds...one day at a time: - Escalation point for complex carrier issues - Higher escalation point for single user issues - Liaise point between customer support operations and other internal groups - Internal technical guidance and coaching

Desktop Support

EFG Companies

2007-11 - 2008-1 · 3 mos

Internal support for company; Windows server/Windows desktop environment. Responsible for all internal support tickets, as well as additional server solutions.

Desktop Support

Click Here Labs

2007-8 - 2007-10 · 3 mos

Internal support for advertising/multimedia company. Responsible for deployment/configuration of desktops and laptops in hybrid Windows/Macintosh environment. Also responsible for creating staging areas and other application set ups on Fedora servers.

Network Administrator

Omni-Watch Systems

2006-6 - 2007-8 · 1 yr 3 mos

Network administrator for start-up security company offering a DVR-based security system. Responsible for network security, server deployment, and resolution of customer issues.

Windows Administrator

C I Host

2005-2 - 2006-2 · 1 yr 1 mo

Windows systems administration for privately-held web hosting company. Managed both dedicated and shared Windows server environments. Responsible for custom Windows-based server solutions.