SUMMARY

• A fast, hands on learner with strong analytical skills. Dedicated and committed to resolving technical and adjacent issues as well as providing an outstanding end - user experience.
• I am seeking a position that will utilize my past technical experiences as well as build and enhance newly acquired technical knowledge, which include dealing with initial setup process, testing, resolving issues for end users, and providing new opportunities for career growth.
• Proven ability to diagnose, troubleshoot, and resolve technical problems.
• Strong working knowledge of software, hardware, networking, operating systems, hosted applications, and security applications.
• Superior analytical and problem-solving abilities, with a track record of improving operations.
• Motivated self-starter that works well independently or in a collaboration setting.
• Outstanding communication skills.
• Great customer service skills.
• Documentation of processes.

TECHNICAL SKILLS

HARDWARE: Printers, Desktop, Routers, Switches, Firewalls, Modems, Disk Management, RAID, Rasberry Pi

SOFTWARE: Adobe Suite, MS Office Suite, Sand Box, McAfee, Citrix, Microsoft Security Essentials, Malwarebytes anti-Malware, BitDefender, Avast antivirus, Kaspersky Antivirus, McAfee Antivirus, Symantec Endpoint Protection, WireShark, Deep Freeze, Google Chrome, Mozilla Firefox, Internet Explorer, Proxy Pro, LANDesk Remote Control, Go To Assist, VPN(OpenVPN), Team Viewer, McAfee, Mimecast/Onepoint(spam filtering), Vmware, RDP, Citrix, Cisco Any Connect, Nuance PDF printer, RevRunner, Workshare, Lawson, Sunrise, Extended care, Sovera, Interactive directory, Physician Portal, Lawson, SIS(Surgery Schedule), Revrunner, Optum CAC, PACS, Softlab, Schedule360, Kronos, Schedule Maximizer, Epremis, Netlearning, PMMC, Trace Tracker, GNAV, Desksite/iManage/Netdocuments(document management), Mobile Device management in AirWatch technologies, Camera DVR Software, Time clock Software, Wireshark

NETWORKING: TCP/IP, DNS, DHCP, SNMP, FTP, SFTP, Active Directory, ACL(Access Control List), NMAP(Network Mapping Protocol), CMC(Citrix Management Console), RSA, SOHO Network Configurations, Hypervisor (VMware)

OPERATING SYSTEMS: Cisco IOS, ESXi, Proxmox, Win7, Win8, Win10, WinXP, Server 2003, Server 2008, Windows Server 2012R2, Linux, Android, Raspbian, NOOBS, Ubuntu, iOS, AirWatch (acquired by VMware.), Cisco AMP, Nessus, SecureLink

PROFESSIONAL EXPERIENCE

Confidential

Enterprise Security Analyst

Responsibilities:

• Monitor computer networks for security issues.
• SecureLink System Admin/Support
• Configuring/Deploying mobile
• Internal Server Auditing
• Documentation
• Reset, install and configure applications and related credentials on mobile devices
• Provide subject matter expertise support to Help Desk and end users.
• Responsible for troubleshooting and diagnostics of mobile devices
• Conduct security assessments through vulnerability testing and risk analysis
• Work with the security team to perform Penetration tests and uncover network vulnerabilities.
• Analyzing security breaches to identify the root cause
• Asset Mangement/Tracking (Mobile devices only)
• Research security enhancements and make recommendations to management.
• Stay up-to-date on information technology trends and security standards.
• Continuously updating the company’s incident response and disaster recovery plans
• Verifying the security of third-party vendors and collaborating with them to meet security requirements
• Creation of Procedure Documentation
• Ticket creation/escalation
• Penetration Testing networks, computers, web-based applications, and other systems to detect exploitable vulnerabilities.
• Incident response/remediation
• Reciving Mobile Devices(iPhones, Androids, Tablets, iPads, etc.)

Field Services Technician

Responsibilities:

• Use of appropriate Ticketing System categories for logging incidents, troubleshooting techniques and follow-up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Provides after hours and on-call support as needed.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Adding/Removing/Configuring access to RICOH and other corporate network printers
• Troubleshoot power/device issues on/with WOW carts
• Airwatch Admin on Android/iOS devices.
• Troubleshooting mobile devices (iPad’s, iPhones, Android Phones, WOWs(Workstation On Wheels), etc…)
• Procurement and asset management.
• Receiving product sent by vendors
• Cable management
• Updating and installing applications
• Imaging/re-imaging devices(laptops, and desktops)
• Printer/Scanner setup and troubleshooting
• UPS troubleshooting.
• Windows updates on domain computers.
• Application troubleshooting and vendor engagement.
• Image creation and deployment
• Simple Script Creation
• Sovera Capture Install/Configuration

Support Service Analyst

Responsibilities:

• Provide high quality customer service
• First call resolution
• Provide quick and effective troubleshooting techniques
• Assist with document formatting
• Updating/Installing programs and software
• Reset application/Active directory passwords
• Document ticket thoroughly
• Escalate tickets to correct/higher tier
• Administrative rights to active directory
• Use the appropriate Ticketing System categories for logging incidents, troubleshooting techniques and follow-up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Procurement and asset management.

Confidential

Helpdesk Analyst

Responsibilities:

• Provide high quality customer service
• Provide quick and effective troubleshooting techniques
• Assist with document formatting
• Administrative rights to active directory
• Use the appropriate Ticketing System categories for logging incidents, troubleshooting techniques and follow-up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Provides after hours and on-call support as needed.
• Maintains and protects confidentiality in Law firm Industry Settings.

Confidential

I.T. Support Specialist

Responsibilities:

• Provide onsite network support and expertise on local data center campus and remote support
• Work with network provisioning engineers to turn up and troubleshoot new and/or faulty circuits
• Queue Management for tasks and incidents; participate in ongoing deployment projects.
• Use internal tools and scripts to configure, monitor, and repair servers and network equipment
• Responsible for asset managementof all equipment to include (servers, pcs, routers, switches, etc.)
• Develop, build, and maintain internal documentation and conduct training as needed.