Éanna Lenihan

@annalenihan

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Technical support and AI specialist with a strong cybersecurity background.

Ireland

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What I'm looking for

I seek a role in a dynamic environment that values innovation and collaboration.

I'm a dedicated technical support and AI specialist with over five years of experience in cybersecurity, API debugging, and system troubleshooting. My journey has been marked by a commitment to resolving complex issues and providing exceptional customer service. I thrive in high-volume environments, where I can leverage my skills to diagnose and triage problems effectively, ensuring that users receive clear communication and effective solutions.

Throughout my career, I've collaborated closely with engineering teams to enhance product reliability and improve incident response capabilities. My role as a Pre-Sales Engineer at UpGuard Inc. allowed me to break company records while supporting Account Executives across the EMEA region. I take pride in my ability to translate intricate technical challenges into understandable terms for users, fostering a collaborative atmosphere that drives continuous improvement in technical support processes.

Passionate about AI safety and security, I am always looking for ways to build scalable, user-friendly tech solutions. I believe in taking ownership of challenges and am committed to delivering results that exceed expectations. My goal is to contribute to a forward-thinking organization that values innovation and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Pre-Sales Engineer

UpGuard Inc.

Jan 2024 - Present (1 year 5 months)

Supported six Account Executives and led RFP processes as the sole Engineer for the EMEA region, breaking company records. Served as a trusted advisor across multiple compliance directives (e.g., DORA, NIS2, GDPR), leveraging product expertise to help guide prospects.

RFP Account Management

Cybersecurity Analyst (Product Support)

UpGuard Inc.

Jan 2022 - Present (3 years 5 months)

Conducted risk verification and advised best practices, achieving a 99% client satisfaction score. Collaborated to scale the cybersecurity team to a 24/7 follow-the-sun model, enhancing global incident response. Streamlined client risk assessments and setup processes, reducing implementation time by 20%.

Cybersecurity Analysis Incident Response Scaling Teams Process Improvement Product Support

SOC Analyst I

eSentire

Jan 2020 - Present (5 years 5 months)

Monitored security threats, analyzed logs, and responded to incidents. Investigated malware, phishing, and network vulnerabilities while managing SIEM alerts.

Log Analysis Incident Response Phishing SIEM

Customer Support Analyst

Trend Micro

Jan 2019 - Present (6 years 5 months)

Provided Level 2 support for enterprise customers on Trend Micro products. Troubleshot issues and performed root cause analysis using log analysis in lab environments, utilizing Salesforce for ticket tracking and JIRA for escalation.

Customer Support Technical Troubleshooting Root Cause Analysis Log Analysis Salesforce Jira