SUMMARY:

• A self - managed information technology professional looking to build a career with a great company. Experienced working in business environments using ITIL standards to deliver outstanding solutions to customers.
• I am proficient in encryption technology standards, bug tracking, risk assessment, web traffic analysis, vulnerability/penetration testing tools such as Nessus and Wireshark, and user social engineering prevention.
• Have working experience with PKI, SSL, Antivirus, Active Directory, MS Exchange, and various operating systems Windows, Unix/Linux, Mac OS, Android, and iOS.

TECHNICAL SKILLS:

Ticketing Systems: Remedy SalesForce Microsoft CRM

Operating Systems: MS Windows 7, 8.1, 10MS Server R2Mac OSLinux Fedora, Ubuntu

Network Software/Protocols/LAN/WAN technologies: SMTPDHCP, DNS, FTPWPA, WEP, TCP/IP

Remote Desktop: Ultra VNC Bomgar Remote Desktop Protocol Remote Assistance

Hardware: PC Repair, peripherals iPad, iPhone BlackBerry Android Windows Phone

Applications and Software: MS Office Active Directory Citrix XenApp Exchange BlackBerry Enterprise Server Norton Ghost SCCM Autodesk Products MMC Clinical Applications

Security and Antivirus: Trend Micro Symantec SonicWALL Sophos Endpoint Security

WORK EXPERIENCE:

Systems Support Engineer II

Confidential - Austin, TX

Responsibilities:

• Troubleshot Wide Area Network (WAN) issues using the in-house tool called Sigma. Analyzed d Confidential such as WAN throughput, packet loss, and latency.
• Effectively managed high severity incidents; created conference calls and paging the appropriate teams. Taking lead of these calls to make sure service level agreements (SLAs) were being met and that incident information was being communicated to the teams.
• Responded to Nagios alerts for mission critical equipment and infrastructure. Used secure shell (SSH) to access equipment and perform testing.
• Designed Confidential fulfillment center network infrastructure; configured Cisco, Juniper, and commodity switches along with Cisco wireless access points and Edge firewalls.
• Applied VLANs to various switches for network segmentation.

Security Analyst

Confidential - Round Rock, TX

Responsibilities:

• Documented bugs for Confidential D Confidential Protection | Encryption products. Updated findings in JIRA for bug tracking. Worked with developers on client drops for bug fixes. Kept customers informed on the progress of bug fixes.
• Analyzed logs for Confidential D Confidential Protection | Encryption, Java, memory dump. Troubleshot issues with the Debug Diagnostic Tool (DebugDiag).
• Wrote Oracle Knowledge articles for existing issues, worked with agents to publish findings and made sure documents were updated as needed with version control.
• Assisted clients with Confidential D Confidential Protection | Enterprise Server installations on Server 2008 R2 and Server 2012 R2.
• Reviewed encryption policies on the Enterprise Server to assist customers with setting up a secure environment for endpoints that meets the needs of the business.
• Troubleshoot issues with file folder encryption, self-encrypting drives, Hardware Crypto Accelerator cards, MS BitLocker, and Mac FileVault 2.
• Used Fiddler to debug web traffic, HTTP/HTTPS traffic recording, and security testing.

Systems Support Engineer

Confidential - Palo Alto, CA

Responsibilities:

• Installed and configured ESXi 5.5 servers running Windows Server 2012 R2 VMs.
• Managed VMs through vSphere 5.5 using Windows 2012 R2 Server Manager to add roles such as domain controller, file server with DFS, and printer server.
• ShoreTel VoIP phone administration and support.
• BlackBerry Enterprise Server (BES) management and administration.
• Supported end users with Polycom endpoint configuration and conference room setup.
• SharePlan Project; rolled out SharePlan to all end users within the organization.
• CrashPlan systems administrator; backed up user d Confidential from all computers within the organization and created accounts for new employees.
• Juniper SSG Series firewall configuration. Followed documentation on setting up each firewall to company standards.

IT Support Specialist

Confidential - Palo Alto, CA

Responsibilities:

• Active Directory management; created AD accounts, assigned security and distribution groups, configured OU directory objects, password resets, and disabling terminated employee accounts.
• Exchange Management Console; created or modified distribution groups, created user Mailboxes, and forwarded mail of terminated employees.
• Set static IP reservations for equipment through DHCP and set DNS entries.
• Processed daily backup tapes through Symantec Backup Exec.
• Procurement of IT equipment; executed new purchase requests for computers, peripherals, software, servers, through Confidential Premier, CDW, and SHI.
• Vendor relations; worked with SHI, Confidential, and other vendors regarding purchase requests, and creating standard configurations of equipment.
• Configured Avaya VoIP phones through Avaya IP Office Manager.
• Virtualization; created new VMs on ESX servers via VMware products - vSphere, Workstation, and Fusion.
• Deployed software solutions to customers through System Center Configuration Manager (SCCM) 2012.
• Successfully supported customers through email and phone while maintaining predetermined level agreements with ITIL standards, and escalating tickets to second tier support as needed.
• Superseded the creation of RightAnswers articles for knowledge base management; created and updated documents and implemented version control for all documents.

Junior Network Administrator

Confidential - Sacramento, CA

Responsibilities:

• Managed Active Directory through Microsoft Management Console (MMC); account creation, password resets, security group assignments, and created home drives.
• Granted permissions to users through Active Directory based on submitted access request forms. Made sure each form had the appropriate authorization from management.
• Windows Server 2012 R2 installation and configuration. Assigned roles and features to the various installations.
• Installed and configured Hyper-V servers with virtual desktop creation
• Implemented and deployed Polycom VoIP phones to replace analog lines for the whole company. The project was successful and employees were pleased with the results.
• Managed the main distribution frame (MDF) through good organization and cable management.
• Processed tape drives for monthly d Confidential backups through Quantum.
• Effectively assisted customers with technical support via phone, web, and walk-ins.

Service Desk Specialist

Confidential - Mather, CA

Responsibilities:

• Worked incoming service desk calls and emails through the Remedy ticketing system for 20,000 plus Sutter employees.
• Active Directory Management; user password resets, disabled terminated employee accounts, assigned security groups, and created home drives for new and existing employees.
• Provided troubleshooting support for over 500 applications and hardware ranging from basic computer issues to advanced clinical applications.
• Positioned the team to have high customer service survey scores to meet SLAs.
• Contributed to the service desk goals of maintaining an above 68% FCR, calls answered in 30 seconds, and ensured service level agreements are met for escalated calls and emails.

Help Desk Technician

Confidential - Denver, CO

Responsibilities:

• Worked incoming service desk requests through the Remedy ticketing system by phone and email for 500 employees.
• Developed Windows 7 Enterprise Ghost images for new computers.
• Setup active directory accounts, cell phones, and computers for new employees.
• Configured VOIP phones for new and existing employees (Cisco and ShoreTel).
• Remotely assisted job sites with service desk requests through Ultra VNC and Remote Desktop.

Service Desk Technician (Internship)

Confidential - Denver, CO

Responsibilities:

• Effectively managed service tickets through the SalesForce ticketing system; made sure all tickets were closed within 48 hours or escalated to appropriate teams.
• Developed a guide for IT interns, with common ticket issues and guidelines.
• Created Visio diagrams for server rooms and updated as new equipment added.
• Organized Quantum backup tapes by month and year making sure expired items were shipped.