Professional Services Engineer Resume

SUMMARY

A motivated Security Professional with an aptitude for innovation and creative problem solving. Communicative and personable, learns and adapts quickly, follows directions, and serves customers both on - site and remotely with poise and professionalism.

PROFESSIONAL EXPERIENCE

Professional Services Engineer

Confidential

Responsibilities:

Deployed Post Sales Security Solutions such as Palo Alto Next-Gen Firewalls, Barracuda Essentials for email security and phishing, Aruba ClearPass for Network Access Controls.
Configured, implemented, and maintained Palo Alto Platform.
Worked with TAC to further diagnose issues and come to resolutions.
Worked with customers to engineer secure networks that also addressed things such as PCI Compliance.
Migrated and optimized policies and objects from the existing environment to Palo Alto Next-Gen Firewalls.
Tested and validated migration environments using Expedition and physical lab boxes.
Possesed an understanding of the customers needs, along with the ability to implement the best security solution for the customer.
Worked remotely and on-site, assisting customers throughout the deployment process.
Good communication with co-workers (sales and engineering) to meet customer needs.
Consulted on TAC recommended code upgrades and versions.
Implemented Barracuda Essentials in Office 365 environments to provide email security.
Configured Cisco’s latest 9300 catalyst switches, paired with high-availability Palo Alto Next-Gen Firewalls.
Experienced in Palo Alto Next-Gen Firewall administration.

Senior Support Analyst

Confidential

Responsibilities:

Promoted from Analyst to Senior Analyst.
Supervised and coached team of 15 analysts to ensure all SLAs are met on a daily basis.
Installed, configured, and updated Antivirus Systems (McAfee, Norton, Kaspersky)
Office 365, Windows 7 &10, Mac OS, iOS troubleshooting on an enterprise network.
Processed Critical Incidents with high level of urgency.
Performed and documented full computer triage of various company assets by creating and resolving tickets, as well as contributing new fixes to the Knowledge Bank.
Worked with HR with on-boarding new users and training staff.
Provided daily updates on status of current tickets open in ServiceNow.
Remotely managed devices like iPhone, iPad, and Mobile Hotspots using MDM AirWatch, ensuring device compliance is met, managing remote wipes and forced updates, and installing and configuring Secureauth to handle MFA for secure remote authentication.
Assisted in deployment of new project, and helped design the ServiceNow needed categories for proper ticket handling.
Assisted remote users with remote connections, whether it be RDP or VPN certificate and application issues.
Managed user accounts, and handled user account unlocks, and password resets, in Active Directory and Avaya.