SUMMARY:

• Marino is a Help Desk Support Analyst and IT Systems Analyst with extensive experience supporting general desktop related issues, VPN and network related issues and point of sale hardware and software.
• He is skilled at determining problems and providing resolutions on technical and service problems and is responsible for customer satisfaction by effectively communicating and escalating issues and pursuing quick resolution.
• He is proficient in troubleshooting, installing and configuring Cisco routers and switches in large enterprise environments. He is bilingual (French - English)

TECHNICAL SKILLS:

• LAN/WAN,Ethernet,Toking Ring, Cisco Works, Routers, Switches, ISDN,Frame Relay
• HP OpenView, AppleTalk, DNS,Netbios,VPNs, VLANs, ATM, SMTP, SNMP,TCP/IP, IPX/SPX
• PIX Firewalls, IDS, RIP, OSPF, IGRP, EIGRP, BGP, Windows Server 2000, Gigabit Ethernet,Bridging
• CSU/DSU, T1, Checkpoint Firewalls Point-To-Point, Point-to-MultiPoint, Telnet,Ping,Traceroute
• Debugging,VLSM,WLAN,802.11a,802.11b,802.11g, 802.1x/EAP, WEP, WPA, 802.11i/WPA2, WLAN Security
• VoIP, Voice over WI-FI, Security Onion, Bash, Powershell, Cisco Prime, Splunk, Kali Linux
• SMS, SQL, Proxy Server, FTP, SNA, NT Server, etc.
• Windows NT 4.0 * Workstations
• Windows 95/98/7/10 * Unix * Linux
• Novell * Microsoft Office Suite
• Windows 2000 * Windows XP
• MS Exchange * Apple * Mac
• AS/400 * Office 2000
• Remedy * Salesforce * ServiceNow * Cherwell * Zendesk

PROFESSIONAL EXPERIENCE:

Confidential, GA

Cyber Security Analyst

Responsibilities:

• Installed, configured and supported cyber security tools such as Security Onion, McAfee
• Host Based Security Suite (HBSS), Assured Compliance Assessment Solution (ACAS)Security Event and Incident Management (SEIM).
• Performed computer network defense (CND) incident triage, to include determiningscope, urgency, and potential impact; identifying teh specific vulnerability; and makingrecommendations that enable expeditious remediation.
• Ensured patches, hot fixes, system change packages and current AV definitions are applied and compliance verified.
• Surveyed and evaluated network traffic and created network diagrams.
• Determined baselines for network devices and host machines.
• Recognized security events and took appropriate action to identify threats to implement countermeasures.
• Analyzed captured network traffic using filters to identify anomalous traffic.
• Audited logs looking for anomalous actions and possible insider threats.

Confidential, Atlanta, GA

Desktop Support Analyst

Responsibilities:

• Updated Microsoft Windows 7 and Windows 10
• Audited company’s computers
• Created and deployed standard desktop images, Windows 7 & 10
• Installed backup software on company’s computers
• Installed Kaspersky security software on company’s computers
• Configured Microsoft office
• Did set up Microsoft Outlook and E-mail signatures on users computers
• Did clean up company’s old computers with CC Cleaner Professional Software
• Diagnosed hardware and software problems; replaced defective components.
• Performed general IT tasks

Confidential, Atlanta, GA

Help Desk Analyst

Responsibilities:

• Provided point of sale support to all Confidential corporate stores and authorized agents utilizing point of sale application (RQ ) and all other applications using by Confidential stores.
• Provided hardware support to Confidential retail stores Desktop computers, Ingenico credit card machines, Verifone Credit card machines, Receipt printers, Dell network printers, Sonic Wall Wifi network, inventory and point of sale scanners.
• Using Remote Desktop Access Tools like DameWare or TeamViewer to access Confidential stores computers to troubleshoot Microsoft Windows XP/2000/7/VISTA issues and any Mac iOS and Android Handheld devices and Smartphones issues.
• Provided support for general desktop related issues, Office 365, VPN, and network related issues.
• Documented all calls in Remedy ticketing system and escalate unresolved issues to 2nd tier.
• Support and troubleshoot ISP Routers, Modems and Switches in Confidential stores.
• Provided support by being on-call support analyst to respond to after hours issues in our 24 hours support environment.

Confidential, Atlanta, GA

Network Control Engineer

Responsibilities:

• Troubleshot teh following areas: LTE network, Geolink Application.T1/T3 networking and underlying Voice or D Confidential protocols, network SS7/GeoProbe/Inet traces, Voicemail, General RF and Switch Operations issues, Call Routing, Voice Services and Features.
• Understanding of handset and provisioning related issues pertinent to delivery of voice services.
• Acted as support for Confidential voice initiatives, product and service offerings.
• Worked with Customer Care Technical Support, Enterprise Administrators, NCC, 3rd party vendors and as needed ECC, NRCs and other LECs to resolve customer Voice, Feature and E911 issues.
• Hands On Experience in PINGS/Trace route, Sub netting, Optical Networking, EIGRP, OSPF and BGP
• Configure and troubleshoot Cisco ASA Firewalls
• Experience in Incident Management and calls tracking issues using HP Service Manager
• Experience troubleshooting and managing LAN/WAN, WLAN, Access Points, Voice issues with Cisco Meraki

Confidential, Atlanta, GA

IT Systems Analyst

Responsibilities:

• Provided point of sale support to all AT&T corporate stores, agents, and call centers utilizing point of sale applications (OPUS, POS.com, System X)
• Provided hardware support to retail store NCR 7405 pay stations, express service kiosks, iPhone displays, Advanced TVs, and register peripherals (NCR 5992/Ingenico sig caps, receipt printers, barcode & inventory scanners)
• Provided support for general desktop related issues, VPN, and network related issues
• Documented all calls in Remedy and AOTS ticketing system and escalate unresolved issues to 2nd and 3rd tier support groups for resolution
• Engaged necessary support groups (Customer Care, Credit & Activations, NetOps) for additional assistance with customer mobile accounts and(or) store network connectivity
• Ran SQL queries via Wedat application to research OPUS profile, transaction, and inventory issues
• Researched OPUS inventory issues via Oracle d Confidential base
• Set up and troubleshoot AT&T retail stores users accounts through Active Directory

Confidential, GA

Senior Store Support Consultant

Responsibilities:

• Provided second level bilingual(English/French) phone support for all Store Operations including AT-Home Services by using Home Depot's issue tracking software package system(Vantive) to generate trouble tickets.
• Assisted customers, determined problems, and provided resolutions on technical and service problems. Responsible for customer satisfaction by effective handling of customer problems.
• Ensured proper escalation procedures are followed. Performed assigned functions according to company's policies and procedures.

Confidential

Technical Support Engineer

Responsibilities:

• Monitored essential internal and external network gear, access gear, computer systems and services and apply technical troubleshooting skills to support teh Earthlink Operation Center by effectively communicating and escalating issues and pursuing quick resolution
• Utilized existing network management systems, and d Confidential analysis from various performance trending tools to detect abnormal behavior or failures within teh network
• Analyzed quality of all resources being monitored and triggered corrective action for out of compliance performance.
• Performed teh first level analysis and remote diagnostics necessary to resolve problems or qualify problems for escalation to management or more senior personnel.

Confidential

Network Operations Support

Responsibilities:

• Provided second level operational support of teh LAN/WAN. Proficient in troubleshooting, installing and configuring Cisco routers and switches in a large campus network.
• Monitored and analyzed TCP/IP, IPX/SPX, RIP, OSPF, IGRP, EIGRP and BGP protocol traffic using protocol analyzer software.

Confidential

Network Support-LAN Administrator

Responsibilities:

• Managed multiple master enterprise domain.
• Installed, Maintained, Configured, Optimized and Troubleshot with Windows NT 4.0 Administered Network consisting of Windows NT 4.0 Workstation and Windows 95/98 Clients. Managed Hardware/Software Maintenance issues on 100+ computers, Sub-netted Network with Multi-homed NT Servers and Cisco Routers.

Confidential

Help Desk Analyst

Responsibilities:

• Provided Help desk support to system users.
• Provided support for Network and Internet Connectivity.
• Troubleshot and supported printing issues.
• Performed problem analysis of hardware and software problems. Configured and installed new software and hardware systems of both server and desktop systems.
• Participated in software and hardware evaluation. Performed routine server maintenance tasks.