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MENDY calmly stabilizing cyber environments

A technology leader who acts as the bonding glue between technical teams and customers to overcome the hardest moments in IT. I bring 15+ years of experience across enterprise IT, PAM/IAM, production support, and cloud-connected infrastructure. When playbooks fail, I find the broken piece, fix it, and turn the incident trail into customer-ready truth.

receipt 01 Fortune 100 escalation work: technical ambiguity, business pressure, and executive-readable status.
receipt 02 Enablement record: 100+ knowledgebase articles, documentation improvements, partner training, and peer mentoring.
receipt 03 Modern builder Life: LLM-assisted troubleshooting, Cloudflare Workers apps, Proxmox lab, Docker/Portainer, and Wazuh SIEM.

Meet Me.

"You are what you is, and that's all it 'tis." ~Frank Zappa

guest

first things first, what's with the name? are you mendi or mendy?

mendy

I'm glad you brought that up. It's actually both. I grew up in Israel, where my name in English was spelled with a Y on my ID, so for 30 years I was sure I was mendy. When I moved to Canada, I found out my official name on my Canadian ID ends with an I, so for the past 14+ years I've been mendi. I embrace the change and the duality. It fits well with my ambidextrous brain.

guest

ambidextrous?

mendy

yeah, I'm both right-handed and left-handed. My brain is split with no dominant side. It affects my personality and coordination: bad at sports but good at tech, a logical, analytical brain, but also high in emotional intelligence. I think it's what makes me good at both solving deep technical problems while at the same time communicating well with customers and non-technical people. I see myself as the glue between the mathematical thinkers and the fine arts crowd.

guest

the glue?

mendy

yeah, it's what drew me to play the bass, the foundational instrument that sits at the ground of the mix and connects the drums to the guitar. I'm not the solo front-of-stage kind of guy, but also not "the drum machine." I sit somewhere in between. But don't ask me about 5-string basses.

guest

why not?

mendy

we might get into a heated argument if you think a bass needs more than 4 strings ;)

guest

so you're an introvert?

mendy

I'm really both - an introvert that likes weddings, but I don't dance. I do well in social situations, while I mostly recharge on a motorcycle ride in nature.

guest

so you like motorcycles and nature?

mendy

yes. I don't ride anymore because being a parent increased my awareness of self-preservation for others, but I still hike a lot and camp with my family. We live in the rainforest of the PNW in BC, Canada, and enjoy the outdoors as much as we can (when we're not traveling to other countries, that is).

guest

BC, I love the forest.

mendy

We have the most amazing variety of trees here. It's brought me to explore my other passions, such as woodworking. I build a lot with red cedar and it's my favorite tree. The Indigenous peoples of this area called it the tree of life, and they really made everything out of it. Being a foreigner to this land, I try to learn more about the ancient culture of this area and work with the local woods.

guest

what's your beer?

mendy

I'll usually get a Guinness or an Innis & Gunn. There are great breweries in our area, but I dislike the IPA style. It's too hoppy. Give me a Scotch ale any day.

guest

whiskey?

mendy

Lagavulin 16.

guest

so you're a Ron Swanson fan, ah?

mendy

1000%.

guest

Ah, back to tech, what's your troubleshooting philosophy?

mendy

I actually studied philosophy in uni. While not common in the tech space, I find it very helpful to dig deep or take a bird's-eye view of a system. My main inspiration for troubleshooting is the book Zen and the Art of Motorcycle Maintenance. I keep going back to it because it really has everything you need to be a creative problem solver, from the boring scientific method approach to blanking your mind and letting hypotheses flow through. I highly recommend it. Come to any problem like it's both your first time (humble) and your 100th time (experienced, wise).

Career log explorer.

"the people I know, the places I go" ~Sly Stone

company

Palo Alto Networks / CyberArk

locationCanada, Remote eraJun 2025 - Present
the job

Partner Support Engineer: PAM, Idira, SIA, identity, IAM, and enterprise security escalations.

impact and legacy

Primary technical contact for critical enterprise PAM/IAM customers and global partners, carrying high-severity escalations across support, engineering, product, and customer-success lanes.

pressure point

[placeholder] Short war story: one ugly incident, what broke, what you owned, and what got the room breathing again.

lessons to go

[placeholder] One lesson from this stop that still changes how you handle pressure, ambiguity, or customer truth.

people

Full Name TBD

company

CyberArk

locationCanada, Remote eraJun 2021 - May 2025
the job

Senior Enterprise Support Engineer and Enterprise Support Engineer across Vault, PVWA, PTA, AIM, CPM, PSM, pCloud, Credential Provider, and Central Credential Provider escalations.

impact and legacy

Moved from enterprise support into senior Vault escalation work, handled R&D-heavy cases, authored 80+ KB articles, improved docs, trained a global partner, and mentored support peers.

pressure point

[placeholder] Short war story: one Vault case with messy evidence, product reality, and a customer who needed plain truth.

lessons to go

[placeholder] One lesson from the Vault years: what logs taught you, what customers taught you, or what R&D taught you.

people

Full Name TBD

company

LinkPoint Technology Group / IT Solutions

locationLangley, BC eraFeb 2019 - Jun 2021
the job

Senior Technical Analyst, IT Team Lead, and Business Analyst across internal systems, access operations, service quality, SOPs, training, and client infrastructure work.

impact and legacy

Owned internal systems and access ops, reviewed service quality, built SOPs, trained staff, mentored technicians, and helped clean up messy customer environments across network, cloud, backup, and security domains.

pressure point

[placeholder] Short war story: one MSP moment where process, ticket hygiene, and human follow-through mattered more than shiny tools.

lessons to go

[placeholder] One lesson from the ops floor that still shows up in escalation rooms today.

people

Full Name TBD

company

Two Bald Bakers

locationPort Coquitlam, BC eraNov 2017 - Feb 2019
the job

Co-Owner and Artisan Baker across business operations, production, sales, distribution, and customer experience.

impact and legacy

Graduated from the Douglas College Self-Employment Program and built a Port Coquitlam bakery serving health-food stores, cafes, and farmers markets across the Lower Mainland.

ops reality

Handled financing, accounting, marketing, supply sourcing, inventory, production planning, packaging, delivery, invoicing, and direct sales.

company

ConocoPhillips

locationCalgary, AB eraMar 2013 - May 2017
the job

Senior IT Support Analyst across enterprise infrastructure, hardware asset management, field support, and service operations.

impact and legacy

Managed desktops, laptops, tablets, smartphones, and servers while supporting ServiceNow adoption, change control, deployments, upgrades, and decommission projects.

field work

Supported leadership and field users on site and remotely, including hardware planning, asset cleanup, Windows 7 and Office 2013 migration work, and field-site support operations.

company

Orchha Sky Ltd

locationTel Aviv, Israel eraNov 2010 - Feb 2013
the job

IT Specialist and Webmaster managing company IT, web platforms, project internet services, the public website, and the Apache web server on CentOS.

impact and legacy

Handled website QA, analytics and reporting, open-source platform installation and configuration, worker and subcontractor coordination, and global employee support.

web stack

Built and maintained additional websites on CMS platforms including WordPress and Drupal.

Career goals.

"Dressed for success." ~Nirvana

target lane

Senior TAM / Incident Escalation Manager / Technical Lead

Now: Primary technical contact for critical enterprise PAM/IAM customers and global partners at CyberArk.

  • My work sits between partner support, customer pressure, and product reality.
  • Best fit: security support lead, TAM, PAM/IAM/Infa/Saas/app-support escalation, and customer advocacy roles.
Under Pressure

High-severity escalation owner

Owning intake, business-impact triage, evidence gathering, RCA, remediation guidance, status updates, and recurrence prevention.

  • Coordinating support, engineering, product, customer-success, partner, and customer stakeholders.
  • The magic happens when the answer is not obvious, but the room still needs clarity - lay out a plan, next steps, follow-up.
enablement proof

Turn fixes into leverage

Authored 100+ knowledgebase articles, improved product docs, delivered advanced technical training, and mentored support peers.

  • Good cases should make the next case less painful.
  • Ask me how recurring support patterns became docs, SOPs, and tehcnical clinics.
technical range

Saas depth with builder hands

Self-Hosted or Saas? CLI or GUI? Yaml or Json? I speak them all. Thte technical scape is everchanging, the ability to learn it fast is my real language

  • Windows, Linux, Unix the distro doesn't matter, the approach does
  • Use LLM-assisted triage to accelerate analysis, not bypass validation.
  • Keep infrastructure instincts sharp outside the ticket queue.
  • Lab it 'till you make it

cyber projects

"Milo was the syndicate, and the syndicate was Milo." ~Joseph Heller

homelab stack

syn > syn/ack > ack.

Email, LinkedIn, and Facebook are the clean routes. If the fit is real, open the socket.

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