PROFESSIONAL SUMMARY:

Over 17 years of experience in the Information Technology and Telecommunication fields. Proven track record of quality installation, maintenance and repair of networking and telecommunication products and services with an emphasis on customer service and workmanship. A creative visionary with exceptional ability to communicate, identify and resolve problems with a high degree of professionalism and insight.

TECHNICAL PROFICIENCIES:

Computer Skills: Cisco Routers (1841, 2600, 3825, 3925, 7200) and Switches (2950, 3750, 6500), Cisco Voice over IP, Microsoft Project, wide experience in network protocols like BGP, OSPF, RIP, MPLS, GLBP, HSRP and more. Good knowledge of TCP/IP, LAN, WAN and ATM Protocols, Computer Networking and Security, Knowledge of Networking Security Tools (Nmap, Wireshark, etc), Networking Structured Wiring.

Network Management tool: What’s up Gold, HP Openview (NNM), Netcool, Nitro view and Remedy, HP Service Manager for ticketing, Java/C/C++.

WORK HISTORY:

Information Security Analyst

Confidential, Mountain View, CA

Responsibilities:

• Monitoring Confidential agency sensors and SOC (Security Operations Center) systems for incidents and malicious activity
• Monitoring Confidential network traffic for over 300,000 hosts in a 24x7x365 environment leveraging intrusion detection software and tools.
• Analyzing traffic at the IP packet level for computer compromises and intrusion attempts using common tools such as Wireshark
• Research and gathered intelligence on current and potential IT security threats and vulnerabilities.
• Interfaced with different Confidential centers to defend against various security intrusions.
• Performed analysis on malware samples and phishing attacks to verify actions as well as recommended mitigation actions
• Performed Domain and IP, blocks of verified malicious sites.
• Performed/entry of Domains and IPs into Agency Sinkhole either as Drive - by, Second-stage, or Targeted (known APT sites).
• Analyze security events and identify relevant incidents
• Correlate and discover relationships between seemingly unrelated events and incidents
• Perform packet analysis and analyze network traffic for security events
• Coordinate with both Tier 1 and Tier 3 teams while providing incident handling and response support for the agency
• Contribute to process improvement and efficiency

Software/Tools employed:

• Arcsight ESM - Correlation engine
• Splunk
• Wireshark - packet analysis
• Tcpdump - packet analysis
• Fireeye - Malware Protection
• Incident Management System (IMS) - proprietary ticketing system

Technical Support Representative

Confidential, Mountain View, CA

Responsibilities:

• Assigned to the G-Fiber Support Team that is responsible for first contact resolution of any and all issues concerning Confidential Fiber.
• Respond to field personnel in real time for the investigation and resolution of specific subscriber issues, troubleshooting CPE devices and installations which are critical to the client's Fiber service.
• Handle trouble calls; work closely with field technicians, engineering and operations to resolve service issues.
• Assist field personnel when problems or questions arise during installations and truck rolls, ensure that proper troubleshooting procedures are followed.
• Validate problem descriptions and perform detailed problem diagnosis; track and update problems in a ticketing system.
• Identify, and escalate to other teams, software and hardware defects discovered during the course of troubleshooting.
• Troubleshooting technical/in client feature navigation issues, handling infrastructural construction complaints, billing and account related inquiries, scheduling installation and service calls.
• Technical troubleshooting includes Wi-Fi connectivity, port forwarding, router and set top box configuration.
• Methods of contact were inbound and outbound phone and email.
• In charge of monitoring trends and reporting them to the analytical team.
• Continually met quality control guidelines and spot-check requirements.
• Using CLIs to both engage with and oversee the communication between multiple systems is my day to day.
• Interfacing with multiple departments and prioritizing bug reports to facilitate the most efficient means of resolution is also dealt with.

Network Security Specialist/Incident Response-Threat-Intrusion Analyst

Confidential, Bluemont, VA

Responsibilities:

• Monitored the security of critical systems (e.g., e-mail servers, database servers, web servers, etc.) and changes to highly sensitive computer security controls to ensure appropriate system administrative actions, investigate and report on noted irregularities.
• Conduct network vulnerability assessments using tools to evaluate attack vectors, identify system vulnerabilities and develop remediation plans and security procedures.
• Ensure organizational compliance with Confidential information security programs.
• Manage the Confidential infrastructure.
• Investigate potential or actual security violations or incidents in an effort to identify issues and areas that require new security measures or policy changes.
• Assess and analyze security events from various monitoring and logging sources to identify and/or confirm suspicious activity.
• Monitored Ticketing System of Confidential in SOC.
• Provide excellent client service while evaluating the type and severity of security events using packet analysis and decoding tools and utilizing in-depth understanding of exploits and vulnerabilities.
• Resolve client issues by taking the appropriate corrective action, or following the appropriate escalation procedures.
• Assist customers with incident handling, investigate event logging and troubleshoot Confidential proprietary devices.
• Respond to inbound phone and electronic requests for technical assistance with Confidential products.
• Manage all customer situations in a professional manner with emphasis on customer satisfaction.
• Maintain meticulous records of security monitoring and incident response activities.
• Monitor and analyze Intrusion Detection Systems (IDS) to identify security issues for remediation.
• Create, modify, and update IDS and Security Information Event Management ( Confidential ) tool rules.
• Recognize potential, successful, and unsuccessful intrusion attempts and compromises thorough reviews and analyses of relevant event detail and summary information.
• Providing host-based forensics.
• Evaluating/deconstructing malware (e.g. obfuscated code) through open-source and vendor provided tools.
• Train other analysts in roles and responsibilities.
• Assists with implementation of counter-measures or mitigating controls.
• Generate end-of-shift reports for documentation and knowledge transfer to subsequent analysts on duty.
• Evaluating firewall change requests and assess organizational risk.
• Prepare briefings and reports of analysis methodology and results.
• Creating and maintaining Standard Operating Procedures and other similar documentation.

IT Specialist (Helpdesk Support/System Administration)

Confidential, Winchester, VA

Responsibilities:

• Performing routine audits of systems and software, including system backups.
• Applying operating system updates, patches, and configuration changes.
• Responsible for maintaining system security.
• Highly motivated systems administrator offering hands-on experience in a Unix/Windows environment.
• Experience configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure.
• Strong analytical skills; able to work with technicians from various engineering disciplines to troubleshoot complex system-level issues.
• Provided systems administration support for UNIX/ Windows systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup and security administration.
• Performed regular system backups and recovery procedures, closely following SOPs to ensure system security.
• Commended for technical, analytical and problem-solving skills; effective task prioritization; and customer service orientation.
• Responsible for documenting the configuration of the system.
• Helpdesk Analyst
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Provided first-tier support and troubleshooting for technology products and applications.
• Performed physical set up of desktop hardware and software.
• Served on team installing hardware and software upgrades.
• Managed inventory and tracked all hardware and software used.
• Maintain daily performance of computer systems.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Provided computer help desk support via telephone communications with end-users.
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
• Handled and closed 75% first-call resolution ratio and an average talk-time of 10 minutes -- well below 15-minute goal.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
• Excellent in asking probing questions and researching, analyzing and rectifying problems.

Cable Installation/Network Installation Technician

Confidential, Ft. Detrick, MD

Responsibilities:

• Installed structured cabling in a datacenter environment including CAT 5, CAT 6 and Fiber network cabling.
• Installed overhead Panduit fiber duct system. Raised floor reinforcement and tile cuts.
• Installed and secured all racks above and below the raised floor, including all Confidential Satellite Subsystem rack type 74, 88, 121, 141, 147, 14, Confidential CSSS and Promina 800.
• Connected power cable from power distribution Cyberex to Digital Communication Satellite Subsystem rack type 100. Connected power cable to MIDAS Voice Over wire Control Device type 75 and 81. Assembled all rack hardware to fit switches and network equipments.
• Installed fiber optics cable from the distribution manhole (feeder) to the building demarcation point. Spliced and tested all fiber connections for continuity at demarcation.
• Involved in the initial set up and testing of all networking equipments to include modems, switches, routers, and servers.
• Performed all work in a datacenter environment in accordance with Confidential industry standard and Army standard.

Satellite TV Installer/Technician

Confidential, Martinsburg, WV

Responsibilities:

• Experienced in the installation, sales, service, upgrade and repair of satellite dish equipment with Confidential, and Confidential systems for residential and commercial subscribers.
• Experienced in executing related duties with an overall dish installation like wall fishing, data & phone lines, LCD/plasma, audio system & home theater installation.
• Experience in closing sales, hardware configuration, processing work orders, scheduling installation appointments, technician dispatch, routing, paperwork filing, customer’s follow-up courtesy call and quality control.
• Experienced in e valuating the job site and conduct surveys to ensure maximum utility of the placement of satellite dish antenna and equipment.
• Experienced in using problem solving and technical skills in installing quality satellite dish for users.
• Providing technical guidance in using the systems and educate subscribers on the proper usage.
• Experienced in managing and maintaining the administrative process, inventory of equipment, work orders and documentation.
• Proficient in installing set top box, antenna and other accessories at the customer's end.
• Ability to create paper work and documentation regarding the work processes required for providing TV connections to the customers and business houses.
• Have the capacity to provide excellent customer service to their satisfaction.