PROFESSIONAL EXPERIENCE:

Confidential, Reston, VA

Cybersecurity Analyst

Responsibilities:

• Verify, respond and report on incidents involving brand and copyright infringement, trademark violations, phishing and malware attacks and online impersonation activities.
• Investigate various types of phishing attacks such as smishing, hijacking, dedicated and cybersquatting.
• Analyzing URLs and emails to determine if a site or email is a phish.
• Assists in the tracking of unresolved cases to ensure their successful completion or escalation to the appropriate individuals or organizations based on established guidelines and procedures;
• Researching Site Owner, Hosting company, and Registrar contact information through ICANN Whois Domain to work with them to have phishing sites and emails taken down or disabled.
• Performing scripting and Linux commands such as dig, traceroute, and host - t mx commands to determine the status of a website if it’s taken down.
• Monitor URLs that's already been taken down to ensure that they're not active.
• Assists in the process of improving internal procedures and client deliverables;
• Participates in projects that may include specific topics or areas of interest relevant to customer needs or in support of analyst/senior analyst tasks.
• Created a new Security Analyst Checklist in knowledge base that's now being used to simplify day-to-day operations in a Security Operations Center (SOC).
• Familiar with some error codes in HTTP and SMTP when determine the status of a phishing site or phishing email address.
• Communicate with clients as well as upper management with status of each ticket.
• Dedicated security monitoring and analysis of cyber security events (Triage) of tracking phishing URLs, emails, and smishing and assigning it to other analysts for takedown.
• Event of Interest (EOI) handling and escalation
• Incident Report generation and reporting.
• Processes incident communications to include initial reporting, follow-ups, and requests for information and resolution activity for takedown of phishing activity.

Confidential, McLean, VA

Customer Engineer

Responsibilities:

• Responsible for monitoring and support arrays over a gateway device to ensure devices are available and operational
• Understanding of the basic TCP/IP principles as it relates to a SAN environment
• Performs pro-active firmware and updated OS security patches, and activities according to established procedures.
• Responds to customer’s call, which will include problem identification, escalation and resolution of hardware problems; Responsible to keep customer informed during the problem resolution process; Perform service verification and customer satisfaction surveys relating to the situation. Escalated to Level 2 Engineering support if needed.
• Understand RAID concepts and configured RAID groups and created LUNs within a storage environment.
• Communicated technical information to various levels of customer administration and management such as System Administrators, contractors, and including CIO on functions that have be performed or need to be completed
• Working knowledge and understanding of data protection technologies
• Working knowledge of different types of replications, and de-duplication, and the various EMC backups and best practices.
• Ability to troubleshoot, installs, and upgrade SAN switches such as Brocade, and enterprise Cisco switches as well as switch zoning.
• Demonstrated the use of shell scripting in all SAN & NAS products such as Isilon, VNX, Atmos, Avamar, and Data Domain to configure, installation, upgrades, and provide operational support including on call.
• Applied code patches on SAN and NAS devices to prevent outages within an environment.
• Provided installation, upgrades, implementation, and other operational support for EMC Cloud appliances such as Atmos, Rubicon, and EMC Cloud Array.
• Provided additional technical assistance to all other Technology Groups and Business Partners.
• Scheduled installations and upgrades and maintains them in accordance with established IT policies and procedures.
• Escalated issues to Remote Support and Tier 2 Engineering for advanced issues and policies.
• Researched product issues and error codes through databases for resolution to address hardware or software issues.
• Hand on experience on performance monitoring and management using CLI and System Reporter, vendor management, FLASH CACHE, RAID protection.
• Having working knowledge of NAS (NFS, CIFS) deployment and administration
• Knowledge of network storage protocols (FC, FcoE and iSCSI)
• Deployed, maintained, and troubleshoot ESRS Gateway for all EMC storage devices.
• Used Unisphere to conduct health checks, operational support, instillation, de-installation, and upgrades on VNX and VMAX arrays.
• Experienced in mentoring junior/ Associate Customer Engineers in the field.
• Utilized Linux OS in various EMC Storage Arrays such as Avamar and EMC Rubicon.
• Knowledgeable with Virtualization and various Cloud Computing Concepts.

Confidential, Cordova, TN

Electronic Banking Tech Support Specialist

Responsibilities:

• Accessed online accounts remotely by emulation to troubleshoot and resolve the problem
• Closed tickets to resolve technical issues within a turnaround time within 24 hours to ensure the highest completion of customer satisfaction.
• Performed routine account maintenance on devices such as Windows, Mac, and mobile devices to ensure that customer can have accessibility of having knowledge of their account.
• Investigated deposit accounts for any suspicious or fraudulent activity online.
• Assisted customers with password resets and account lockouts.
• Provided excellent customer service to customers by offering different banking products and services.

Confidential, Collierville, TN

Tech Support Specialist

Responsibilities:

• Provided desktop support that included software installation, hardware installation, upgrades, troubleshooting, as well as other operational support.
• Inventory of hardware software, licensees, warranties, maintenance agreements, etc.
• Provide troubleshooting support for servers, infrastructure and network devices
• Diagnose and repair server errors, infrastructure issues and network connectivity problems
• Logged all calls, using the designated call handling and Remedy ticketing system and entering detailed and accurate information.
• Completed all calls within 24-48 hours to ensure the highest level of customer satisfaction.
• Ability to identify and distinguish between hardware, software, and network problems
• Performed QA on all devices to ensure that all devices were operating properly.
• Deploys, maintains, and supports Desktops, Laptops, and Printers

Confidential, Memphis, TN

Networking Tech Support Specialist

Responsibilities:

• Remotely assisting Confidential in successfully connecting to the internet within all set guidelines that includes: speed to answer, first call connect resolution, call handling and escalation
• Implemented technical support for different levels of networking such as LAN, WLAN, VPN, routers, and ports. Troubleshoot on Mac as well as Windows and mobile devices.
• Monitored port maps to determine which ports were down.
• Added hotel guests to the gateway/portal manually by IP address or, and MAC address.
• Motivated and communicated with employees by providing feedback, and problem solving by giving performance reviews.
• Proactive support, creating supporting documentation for reporting on resolving chronic problems to minimize customer connect issues.
• Answers incoming calls and inputs information into the ticket tracking software
• Referred more complex problems to Level II analyst