Mel Manon

Senior Technical Account Manager

Cyberhaven

Dec 2025 - Current (11 months)

• Provide proactive technical guidance, including best practice recommendations, configuration/tuning, and ongoing optimization of the customer’s environment.
• Drive and manage feature requests, ensuring customer needs are communicated and prioritized internally.
• Coordinate with Customer Success Managers (CSMs) and other internal teams to deliver a seamless customer experience, especially on shared accounts.

Premium Support Engineer

Abnormal AI

Nov 2024 - Dec 2025 (1 year 2 months)

Miami, Florida, United States

L2 Tech Support Engineer

Abnormal Security

Feb 2023 - Nov 2024 (1 year 10 months)

• Responsible for providing 2nd line support response to customers in accordance with quarterly timeliness and quality targets
• Serve as the escalation point for L1 Support, Customer Success, and the Deployment Management teams
• Logging and managing all inbound/outbound interactions via the Salesforce CRM with customers in support cases, email, and phone

Associate Professional Services Consultant

Venafi, a CyberArk Company

Jul 2022 - Feb 2023 (8 months)

• Work closely with customers, sales, Venafi project managers, and architects to ensure solutions meet customers' needs, keeping all parties up to date on progress and any issues that are encountered.
• Analyze, design, develop and deploy integrations to help adopt Venafi products in customer environments.
• Identify and document best-practices for deployments of Venafi Trust Protection Platform.
• Produce re-usable scripts and utilities that help the entire team execute more efficiently and effectively. Show less

PS Lead Consultant

Mimecast

Feb 2019 - Jul 2022 (3 years 6 months)

• Onboarding new complex customer deployments
• Dedicated Implementation Engineer for specific projects and upgrades, delivering the maximum value in shortest time
• and updating project related documentation
• with setup of DLP, Web Security Training, and Internal Email Protect
• Project Management for support for staging and production
• Enage with cross functional teams to meet customer needs

Customer Service Engineer

Mimecast

Sep 2016 - Feb 2019 (2 years 6 months)

• Provide excellent customer service to all our clients via phone or email
• Supporting our end-users with basic use of our applications and any troubleshooting they require
• Educating end-users of new products and applications in a timely manner

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System Administrator

Jun 2016 - Aug 2016 (3 months)

• Dedicated support engineer with in-depth account knowledge and understanding of clients IT operations.
• Mass imaging of desktop and laptop deployments for PC labs and clients.
• Provided remote and on-site support to over 12 clients.
• Tier 1-3 support for primary clients.

IT Technology Consultant

Citizen Schools

May 2015 - May 2016 (1 year 1 month)

• Systems Administrator, supporting our Apache Servers, SQL databases, responsible for regular updates and upgrades related to our online platform, www.us2020.org, all hosted on Amazon Web Services (AWS).
• Content Manager for our website implementing Drupal v.7 content updates, site modifications, and tech liaison with our back-end team.
• Project Manager for the sites re-design, working with our front-end contractors, developers, and stakeholders to ensure the site is developed in line with the organizations and co-investors’ expectations and timeline.
• Troubleshoot DNS, DHCP, SQL data corruption, and performed back-up and restor

MS Ops Supervisor

Ricoh USA, Inc.

Nov 2013 - Apr 2015 (1 year 6 months)

• Manage day-to-day operations at the Help Desk by providing guidance and direction for a 10-person team.
• Responsible for all new hires, both during hiring process and orientation.
• Provide training and guidance for the Tier 1 & 2 Teams regarding proper escalation and IT protocol related to in-house software and network configuration.
• Increased time efficiency for Tier 1 support – created Instructional Templates for clients to quickly and easily access and familiarize clients with new software and IT procedures.
• Managed Active Directory, Group Policies, and various startup-scripts in a Windows 7 – 8.1 Enterprise Environment. Show less

Senior Help Desk Analyst

Ricoh USA, Inc.

Nov 2011 - Nov 2013 (2 years 1 month)

• Receiving, logging and managing calls from internal staff via telephone and email while maintaining a high degree of customer service for all support queries.
• 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as iPhones, Laptops, PCs, Tablets, and Printers.
• Assemble PCs, repairing Apple computers and performing system rebuilds on both Apple and PC OS.

Assistant, Marketing

Teach For America

Jun 2010 - Nov 2011 (1 year 6 months)

• Official Budget Tracker for Marketing. As well as managing the calendar for the VP of Digital and Insights.
• Assisted with Social Media campaigns on Twitter and Facebook.

Communications Project Leader

City Year

Jul 2009 - Jun 2010 (1 year)

• Schedule all visits and roundtables for prospective corps members, donors and sponsors.
• Supervise the Content Management System for the City Year Boston website.
• Manage CY Impact Reports and Survey Collection for our Vacation Programs.
• Lead and co-manage a team of our Communication Coordinators.
• Assist the Social Media Manager with City Year Boston's new online campaign.
• Edit the City Year Boston blog.

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AmeriCorps Member

City Year, DC

Sep 2008 - Jun 2009 (10 months)

• Tutored and mentored students at Francis-Stevens Elementary-Middle Educational Center.
• Designed and implemented classroom activities and procedures for a 6th grade inner city class.
• Completed over 1,700+ hours of community service within the District of Colombia.
• Service and Events Coordinator for local service projects and events in the DC school district.

Volunteer

MoveOn

Sep 2008

• Worked cooperatively in a grassroots campaign for registering Virginia voters.
• Recruited interested parties as volunteers for our organization.

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Computer Technician

CLARK UNIVERSITY (INFORMATION TECHNOLOGY SERVICES)

Jan 2005 - Mar 2007 (2 years 3 months)

• Provided students and faculty with technical assistance and on-campus customer service. Set up, installed, and configured desktop hardware and software and advised users on best practices. Assisted in the maintenance and support of ITS-supported desktops and computer labs.

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Assistant to the Director of Community Action

PROASEO

Oct 2002 - Jun 2003 (9 months)

• Helped organize, motivate, and educate residents of different municipalities about the importance of trash collection and recycling at the grassroots level

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Mel Manon

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