SUMMARY:

• Lifelong DMV area native. Determined to further my career in the IT Security field. Honest, respectful and reliable.
• Effective in either a team or individual assignment.
• Able to prevent, detect and modify application and system security vulnerabilities by using Always focused on the “Big Picture”. Able to lead and follow effectively.
• Very fast learner and dedicated employee.

TECHNICAL SKILLS:

• Windows Command Line (Dos)
• Windows File System
• Windows Active Directory
• Configuring and administering enterprise mobile devices
• VOIP phone configuration
• Knowledge of TCP/IP protocols
• Knowledge of Virtualization software (CITRIX)
• Remote Desktop
• Analyze packet captures using Wireshark
• Moderate Understanding of Networking technologies (routing, switching, VLANs, subnets, firewalls)
• Common networking protocols - SSH, SMB, SMTP, FTP/SFTP, HTTP/HTTPS, DNS
• Data and traffic analysis using IDS/IPS tools (Carbon Black, Netwitness, ArcSight Logger)
• Palo Alto Firewall
• Email threat analysis
• Malware analysis using Sandbox technology
• Implementing domain/IP blocks with Tipping Point
• Prioritizing and differentiating between potential intrusion attempts and false positives
• Common enterprise technologies - Active Directory, Group Policy, VMware vSphere
• PKI and other encryption methods

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Cyber Security Analyst

Responsibilities:

• Monitor SolarWinds dashboard for interface and node down alerts
• Monitor ArcSight dashboard for alerts (Active Directory Privileged Group Modification, FireEye Malware, Tipping Point, Palo Alto Wildfire, Carbon Black, and Known Bad Actors).
• 20 minute response time SLA for reporting any dashboards outages
• Report any known down circuits to service providers after business hours
• Open OCIO911 Conference Bridges for major Incidents
• Create an AAR Timeline for IRC- Incidents
• Pull an ArcSight Logger and or PCAP from RSA Netwitness to investigate incidents
• Use the following actionable tools to perform investigations (ArcSight Logger, RSA Analytics, Carbon Black, SolarWinds, LANDesk, FireEye)
• Use the following Intrusion Prevention Tools to deter incidents (Websense, Palo Alto, Tipping Point, and FireEye)
• Investigate SPAM emails
• Remediate and Investigate any US-CERT emails
• Assist in the remediation of infected workstation/laptops
• Disable user accounts due to infections or malicious activity
• Disable user RSA account due to infections or malicious activity
• Provide Daily Intelligence Reports to the SOC Branch Chief, to then be delivered to the Chief Information Security Officer (CISO).
• Manage and create RACF Mainframe accounts.

Helpdesk Tier II Team Lead Desktop Technician

Responsibilities:

• Manage, provide guidance, and prioritize task to the Tier II Help Desk team.
• Assisting users in obtaining optimum utilization of their workstations and other mobile devices.
• Making sure the team is providing follow-ups to the end users.
• Recommending, and overseeing installations of approved software and hardware.
• Assist the team with resolving complex software/hardware issues.
• Creating and updating SOP’s when needed.
• Mentor and provide training to the team and new hire.
• Deliver Tier II Help Desk analysis report to the Government’s Technical Representative.
• Provide coverage to the Tier II Manager when needed.
• Provide daily Help Desk Tier II desktop and Mac support.

Helpdesk Tier II Desktop Technician/ Mac Support

Responsibilities:

• Manage user accounts within Active Directory.
• Oversee the Remedy Tier II ticket queue to increase productivity and exceed service level agreement expectations.
• Provide training and instruct users on how to use applications and hardware.
• Identify, analyze and resolve network, LAN configuration and access issues.
• Troubleshoot software issues remotely via LANDesk when necessary.
• Respond, create, and escalate issues to the next tier with concise and appropriate documentation via the Remedy incident ticket system.
• Diagnose and resolve Blackberry, Active Directory, Citrix, VPN, Microsoft Office Suite and Mac incidents.
• Move computers to the correct OU via Active Directory.
• Add and remove users to groups in Active Directory.
• Update group policies.
• Update and change group policy setting via MMC (Microsoft Management Console).
• Troubleshoot mailbox/mail delivery issues using MS Exchange.
• Deploy software and hardware to fulfill user requests using the highest quality of customer service.
• Provide assistance and resolution on client-owned hardware and peripherals.
• Schedule appointments with users to resolve and fulfill ticket incidents and requests.
• Provide assistance to call center staff when call volumes are high.
• Configure iDevices with the OPM Profile.
• Revise Standard Operating Procedures (SOP).
• Deploy and provide assistance with configuration settings on VOIP phones.

Helpdesk Tier

Responsibilities:

• Reset passwords/enabling-disability accounts in Active Directory.
• Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in person requests for assistance as well as providing the highest level of customer service.
• Ensure timely response to queries, resolution of problems, and reporting/escalating issues related to the systems.
• Resolve technical issues including outlook, OWA, ActiveSync, IE, and other applications utilizing the LANDesk remote desktop tool.
• Assisted clients with blackberry setup using Blackberry Administration Server.
• Install and configure software applications for new user PCs using established standards and procedural documentation.
• Consistently and accurately track, update, and close assigned support requests using IT call tracking software.
• Updated Standard Operating Procedures as needed.
• Install, upgrade and troubleshoot computer hardware and software including MS Office Suite 2003-2010.
• Verified mailbox accounts via MS Exchange.
• Maintain and manage two factor authentication (RSA Token for VPN).
• Provide assistance and resolution on client-owned hardware and peripherals with OS such as: Windows XP, Vista, 7 and Mac OS X Lion 10.7.5.

Desktop Analyst

Responsibilities:

• Provide first level database support for all Defense Enrollment Eligibility Reporting Systems (DEERS) users.
• Troubleshooting Internet Explorer, Java, OWA, ActiveSync, outlook (including mail delivery), user account and VPN issues and more.
• Log all customer calls and inquiries using the CA UniCenter event management system.
• Create, change, and unlock user accounts on mixed Windows NT/Novell Network Environment.
• Utilize MS exchange and the BES to verify mailboxes/accounts and troubleshoot and resolve client issues.
• Walk users through installing various hardware devices.
• Record incidents/requests using detailed information, high quality customer service and the CA ticketing system.