Thor Isaac account profile

Personal details

Thor Isaac

Highlights

Google Google Data Analytics Professional Certificate

Google Google Cybersecurity Professional Certificate

IBM AI Enterprise Workflow Specialization (IBM)

Additional info

Links & Resume

Other

🜛 𓂀 ⚕ ⚖️ | Cybersecurity & AI | Data Privacy | Ethical Innovation ⚒️ Technical Support Engineer with 10+ years supporting developers, debugging complex systems, and optimizing AI-driven tools. Skilled in LLMs, OAuth, SDKs, and cloud infrastructure. Adept at resolving complex issues, automating workflows with Python, and shaping product design through insights. Passionate about building secure, intelligent systems that empower developers.

Highlights

Google Google Data Analytics Professional Certificate

Google Google Cybersecurity Professional Certificate

IBM AI Enterprise Workflow Specialization (IBM)

Work preferences

Desired roles

Technical Support Engineer / Analyst

Additional info

Links & Resume

Other

Experience

Work history

Technical Support Engineer at Palo Alto Networks

(April 2023 - Present)

Support Cortex XDR by resolving technical issues across Linux, Windows, and macOS. Troubleshoot complex cases, automate tasks with Python/Bash, and drive AI model improvements. Collaborate with engineering, manage 20+ weekly cases via Jira/Salesforce, lead RCAs, and contribute to internal docs. Provide 24/7 incident response and mentor junior staff to boost support excellence.

Software Engineer II at Warner Bros. Discovery

(March 2022 - October 2024)

Developed internal tools post-merger, supported major streaming apps (HBO Max, CNN, MML), and led incident response and QA testing via TestRail. Automated workflows, improved system reliability, mentored junior staff, and collaborated cross-functionally to align engineering with business goals. Used AWS, Datadog, Jira, Postman, and other tools to drive efficiency and customer satisfaction.

Technical Operations Engineer II at DoubleVerify

(November 2021 - February 2023)

Managed Splunk infrastructure, monitored Linux/Windows systems, and supported Kubernetes clusters. Developed Python/Bash scripts to automate monitoring. Collaborated with cross-functional teams on app deployments and security compliance. Delivered RCA reports, updated internal docs, and resolved system and deployment issues across AWS and Azure environments.

Technical Support Engineer at WARNER MEDIA

(November 2021 - March 2022)

Supported Warner Media streaming apps (HBO Max, CNN, MML, etc.), led incident response and RCA efforts, and performed QA testing using TestRail. Created technical documentation, improved workflows, and collaborated with product teams to enhance customer experience. Used tools like Jira, Datadog, AWS, and Postman for troubleshooting and monitoring.

SQA Analyst at Getac Video Solutions

(July 2020 - October 2021)

Developed and executed test cases for mobile iOS apps, ensuring functionality, GUI, and UX quality. Led exploratory and automated testing, collaborated with developers to resolve customer-reported bugs, and contributed to test plans, feature validation, and documentation reviews. Utilized Agile methods to ensure robust and reliable software releases.

Sr. Technical Support Engineer at Veritas Technologies LLC

(July 2017 - July 2020)

Led advanced NetBackup support across Linux, UNIX, and Windows. Resolved escalated cloud integration issues (AWS, Azure, GCP), collaborated with engineering on fixes and feature feedback, and supported SAN/NAS storage. Authored internal docs and test cases, built automation tools (Python/Bash), and delivered root cause analysis for critical incidents in hybrid environments.

Technical Support Engineer - NetBackup at Veritas Technologies LLC

(October 2015 - June 2017)

Delivered expert support for NetBackup in enterprise Linux, UNIX, and Windows environments. Managed backup/restore ops for SQL, Exchange, and Oracle. Resolved virtualization (VMware, Hyper-V) and cloud storage (AWS, Azure, GCP) issues. Handled critical incidents, system crashes, and RCAs to improve stability and performance across hybrid infrastructures.

Level 1 Technical Support Engineer at Calabrio

(February 2015 - September 2015)

Provided Level 1 support for Calabrio's workforce optimization software. Diagnosed SQL and VPN issues, analyzed trace logs, and resolved client/server problems. Used remote tools to troubleshoot systems on Windows and Linux. Collaborated with customers to develop action plans and implement fixes, ensuring service continuity and performance.

Technical Support Engineer - NetBackup | Veritas Division at Symantec Corporation (Veritas Division)

(August 2015 - October 2015)

Provided enterprise-level support for NetBackup across Linux, UNIX, and Windows systems. Resolved critical incidents and backup failures. Supported integration with storage systems (NetApp, EMC, HP) and cloud platforms (AWS, Azure, GCP). Ensured business continuity by diagnosing system crashes, performance issues, and security events.