SUMMARY:

Information systems professional with a diverse background providing customer service and technical support. A tenacious get the job done attitude while providing a level of client satisfaction that meets or exceeds objectives. Flexible and adaptable with the desire and ability to learn new tasks and skills quickly. Demonstrated communication, presentation, leadership and interpersonal abilities to handle any assignment effectively.

WORK EXPERIENCE:

Cybersecurity Analyst

Confidential, Washington, DC

Responsibilities:

• Provide incident response as part of the 24x7 Security Operations Center
• Migrate FireEye EX to Fireeye ETP Cloud email events, malicious threats, spam and malware
• Review IDS Tools (FireEye HX, NX) Suspicious Threat Events, IOC's, Foreign IP Detection
• Fortinet IDS Alerts from DMZs, IPS Events, Malicious IP's, AV Detections, Suspicious Apps
• Monitor SOC Mailbox for alerts, User tickets, Phishing campaigns, URL security reviews
• Create and Track tickets in HP Servicenow Management Portal
• McAfee ePO for endpoint host specific quarantine events
• LAN Sweeper for IP History, Software Installed, forensic data gathering on received alerts
• Advanced Threat Analytics (ATA) Azure Cloud Investigation of H/M/L alerts
• Detect and investigate foreign IP for remediation
• Windows OMS - Monitor security audit tiles, Suspicious activity/alerts, Detect threat types
• Windows Defender Security Center (ATP) - Endpoint Mgmt and H/M/L alert investigation
• Monitor network and application usage in Azure Cloud App Security
• US Cert Ticket Reporting - PII Breach, Lost Devices and Large Scale Infection
• Analyze network traffic PCAP and Tcpdump with wireshark.
• Investigation/Vulnerability Assessment/Asset Tracking Tool in Nessus/ForeScout/NMAP
• Find and delete suspicious email messages in office O365
• Investigate files in FireEye AX and Kali Linux Sandbox
• Detonate files such as .SWF, .JAR, .PDF, in order to check if these files contain exploit code.
• Run code in Trend Micro Sandbox that won’t run if it is opened directly, or in incorrect context
• Maret School Desktop Support Analyst October 2017 - January 2018 Washington, DC
• Perform Desktop Support for private technology based educational facility
• Support BYOD environment that include Macbook Air/Pro, Chromebooks, Surface Tablets
• Document and verify asset tags/serial numbers for new and repaired equipment.
• Verify OS, email, and application software for new or replacement upgrade installations.
• Map network drives file shares, and network printers.
• Client support with end user applications such as Office 365 (client, web portal and mobile)
• Support Operating Systems such as MAC OSX, Windows 7/10, Chrome enterprise.
• Diagnose connectivity issues for end user PCs/Talblets/Phones to network.
• Support teaching staff with break-fix of their Desktops, Laptops, and Network Printers.
• Replace PC displays, Hard Drives, RAM, and Motherboards.
• Document and complete work orders and updated the knowledge databases.
• Contact vendors for RMAs, ship, track, return/replaceme, and new hardware.
• Administrate Google Mail Accounts in G-Suite Console.
• Administrate Network Accounts through Active Directory.
• Add Macbook Pro/Air, Chromebooks, iPads, and Windows Devices to Domain
• Image Chromebooks, Macbook Air, Macbook Pro, and Confidential Latitudes
• Inova Health System Services Desktop Support Analyst
• August 2017 - October 2017 Fairfax, Virginia
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Coordinate with mobile users to image/update OS and Invoice Software
• Work with Floor Nursing Staff to update Kiosks and Bedside workstation OS from Windows XP to Windows 10

Confidential

NOC / SOC Technician, Washington, DC

Responsibilities:

• Pro-actively monitor network to maintain 24x7 operations
• Identify malware infections and remove using admin tools
• Investigate SWF, .JAR, .PDF files in Kali Linux VM Sandbox
• Administrate network and email accounts in Office 365
• Provide support for IPhones, iPads, Galaxy Book, Android Tablets, and HP devices
• Troubleshoot technical issues with A/V team during A/V equipment setup
• Port activation and deactivation for conference use
• Troubleshoot servers, routers, switches and access points
• Provide technical support for desktops and laptops
• Resolve service impacts as they occur
• Manage network outages\upgrades
• Port activation\deactivation for conference and new installs
• Use network monitoring tools Solarwinds, Cacti, Fidelis and Whatsup Gold
• Contact ISP on circuit issue for resolution
• Investigate outages, degradations, and weather related incidents
• Create, update and track network issues via Remedy
• Assist with ticket triage, creating new tickets and routing queues
• Create service degradation and network outage notifications

Confidential

Data Center Analyst / NOC Technician, Frederick, Maryland

Responsibilities:

• Built cabinet/relay rack systems
• Installed/connected 208v rack PDU systems
• Implemented heat removal strategies
• Managed data center deliveries and shipments.
• Planned, implemented and managed data center cabling
• Rack Patch Panels
• Rack and stack network servers, routers and switches
• Ran copper and fiber cables
• Troubleshot and diagnosed server hardware/connectivity
• Commissioned and decommission of hardware
• Vendor Management
• Executed the cabling and cable organization.
• Decommissioned network servers, routers, switches

Confidential

Help Desk Agent, Fairfax, Virginia

Responsibilities:

• Provided phone and deskside technical support
• Troubleshot connection and replication issues
• Reset/unlocked user passwords and workstation accounts
• Created/administrated wireless guest account requests
• Technical Support: Installed, configured and troubleshot hardware.
• Installed/configured MS Office applications
• Symantec Antivirus Client\
• Installed/configured Cisco VPN Client, Netmeeting, Citrix, and SRA
• Installed/configured Lotus Notes and Novell Client
• Troubleshot workstation connection issues
• Created new user network and e-mail accounts
• Installed\configured network printer, printers, and air cards
• Installed\configured DOT approved software

Confidential

Direct Desktop Support Technician, Hagerstown, Maryland

Responsibilities:

• Installation of desktop, laptops, printers, scanners and mobile wireless devices
• Install applications/hardware for Confidential Direct Logistics.
• Training employees on newly deployed software/hardware
• Provide ongoing customer support through extensive and personal communication
• Process ongoing requests and/or projects in HPServicenow queue.
• Image PCs/laptops for deployment,
• Install/configure software at desktops such as firewallauthenticator, Norton antivirus, and Outlook. Add/Delete/ modify users and computers in Windows Active Directory.
• Configure, troubleshoot, and test wireless devices and connections throughout warehouse.
• Audit network PCs/laptops; RF Scanners, Network Printers/FAX
• Maintain records of network IP.
• Track locations and scheme of distributed hardware.
• Purchase computers and all related hardware process
• Track vendor calls in Vantive Ticket Tracking System.

Confidential

Desktop Support Engineer, Hagerstown, Maryland

Responsibilities:

• Provide desktop support for 600 plus users in a 24/7 manufacturing environment.
• Technical support of Volvo’s “Myplace” Migration.
• Migrate Windows Win2K to WindowsXP OS
• Migration of workstations using upgraded proprietary/COTS software
• Identify Desktops, laptops, printers, scanners, and wireless devices to get migrated.
• Address wireless device networking problems on assembly line.
• Provide desktop support to clients in person, over the phone, or by remote desktop.
• Install, configure, and repair desktops, docking stations, laptops, printers, label printers, plotters, PDA’s, AGVs, tablet computers and hand scanners.
• Diagnose and resolve software,
• Coordinate with internal and external groups on resolution of hardware/software migration issues. hardware/software purchasing suggestions.
• Maintain PC images and update software on stored images.
• Perform inventory on all old and new department hardware and entered it into Maximo database.
• Track and update events tickets in HPServicenow and VINST ticketing systems.

Confidential

Field Support Engineer, Falls Church, Virginia

Responsibilities:

• Warranty repair service on Confidential, Compaq and Hewlett Packard Laptop and Desktop computers.
• Warranty repair on Lexmark, Confidential, HP and Canon Network and Local Printers
• Warranty repair service and maintenance of HP, Confidential and Compaq
• Desktops, laptops, peripherals, motherboards.
• Perform preventive and regular maintenance on HP printers, Scanners, and Fax Machines.
• Update/Migrate clients to Windows XP operating system
• Troubleshoot TCP/IP, DHCP, WINS and DNS settings.
• Configure Imaged workstations and Servers for network.
• Conduct technical training demonstrations for newly migrated and upgraded devices.

Confidential

Help Desk Technician, Owings Mills, Maryland

Responsibilities:

• Provide technical assistance to internal & external consumers via email, phone and remote support.
• Troubleshoot while minimizing client stress levels.
• Provide clear and simple explanations of current problem and course of actions.
• Working closely with team members to develop solutions to daily tasks.
• Resolve a wide variety of performance, hardware, and connectivity issues.
• Provided support for desktop computers, handheld devices, peripheral equipment.
• Unlock and reset password accounts in Active Directory
• Troubleshoot access to share drives and network resources
• Troubleshoot access to network whie working remote through remote tools (VPN/Citrix)
• Support consumer investment accounts and Investor tools to High Net Worth Shareholders.
• Process SAFE Requests for newly acquired associates.
• Configuration of Associate Software (i.e., Outlook/Lotus Notes/IBM).
• Handle high volume customer support calls and system support events in a calm and capable manner.
• Surpassed internal customer service goals while adhering to the "Talk Time" guidelines.
• Maintained at least a 95% "Fixed First Call" rate. Well over the company guideline of 80%.
• Update customers as well as management on the status of Remedy Tickets.
• Update internal associates of escalated tickets in HPServicenow.
• Diagnose network connectivity issue of Windows 2000 and XP workstations.

Confidential

Field Service Technician, Glen Burnie, Maryland

Responsibilities:

• Provide field support services to over 300 users in branch offices and 2000 Users at Confidential .
• Support of WindowsXP, Windows2K, WindowsNT4, Windows98 and Apple OS10.
• Troubleshoot Novell NetWare 6.0 login issues.
• Migrate desktop workstation from Compaq, IBM, Gateway and HP to Confidential
• Migrate monitors from Compaq, Gateway and HP to Confidential LCD Monitors
• Upgrade HP printers and scanning devices
• Migration of GroupWise 6.0 e-mail client to Microsoft Outlook 2003.
• Implement and troubleshoot proprietary applications for Confidential services.
• Troubleshoot applications connectioned to IBM Mainframe.
• Review end users needs and requests for Hardware/Software/Upgrades.
• Training users on the new capabilities and features of the upgrade/migrated devices.
• Assists in Cat 5 cable installs for new workstations.
• Troubleshooting devices such as hubs, switches, print servers, servers, network printers connectivity issues.
• Image workstations using ghost.
• Assist users in Confidential and Branch Offices using remote control 5.1, Unicenter and PC Anywhere.
• Troubleshoot connectivity issues with TCP/IP tools (ping, traceroute, netstat etc.).
• Create/Configure Ghost images images due for rollout.
• Restoring failed workstations with Norton Ghost software.
• Configure laptop and home commuter workstations for remote network access using Raptor
• Mobile software activating secure ID tokens. configure mobile devices such as Laptops, PDA, and Blackberries to access email and network resources.
• Install, configure, and troubleshoot network printers and /or HP Jet Direct print servers.
• Create and troubleshoot client sessions for IBM mainframe applications.
• Troubleshoot and install web applications for client use.
• Installation and configuration of client software for daily use.
• Monitor Help Desk calls using AHD Help Desk for speedy response and resolution to clients.
• Customer relations include explaining the nature of resolve to clientsAssess client need to complete daily tasks and assist client in use of new software and hardware.
• Travel to branch offices and emission testing sites for technical support.
• Trouble calls resolved normally breakdown as 35% travel/on site support, 65% remote/phone support.