SIEM Support Team Resume , Plano, TX - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

SIEM Support Team

Responsibilities:

Responsible for handling inbound support calls for Confidential Information and Event Management platform.
Troubleshooting would encompass configuration for data source addition to the SIEM, any reports which may not be functioning correctly, to checking configuration files on various SIEM appliances.
Trouble shoot various appliances on the SIEM platform via various Linux commands using the Putty application.
Use active listening skills
Troubleshoot data flow for the platform.
While troubleshooting, provides maintenance suggestions for better performance on the SIEM.
Works closely with Tier2 when needed.
Troubleshoots SIEM appliances when interfacing with third party hardware/appliances.
Participates in training of new hires on this platform.
Answers any questions in regards to preferred maintain considerations on this platform.
Confirmed correct settings/configuration for SAN, NAS, CIFS, and NFS formats used for storage on the SIEM.
Used basic commands to confirm connectivity such as Ping, Telnet, TCPDump.
Responsible for training new hires assigned to the SIEM Team.

Confidential, Fort Worth, Texas

Help Desk Associate

Responsibilities:

Responsible for creating new user accounts for new employees in Active Directory.
Loads new and replacement hardware as a result of hardware failure/replacement. Which include adding machine(s) to the domain.
Adds or modifies email accounts via Office 365.
Resets passwords in Active Directory as well as in Office 365.
Add network printers to user machines as needed.
Installs any necessary programs to user machines.
Add/modify user accounts to both WIFI and VPN service on appropriate router.
Use manufacture recommend maintenance practices when conducting maintance.
Map drives for users.
Participates in updating servers to newest patches.
Use GOtoAssist program to remote into a user machine to diagnose issues.
ManageEngine ticketing system.
Respond to work orders via users email messages, telephones calls, walk ins and service help desk ticket requests.
Clean up computers.
Responsible for completing steps when issuing equipment to users for tracking purposes.
Conducted audits to confirm equipment issued to users was still assigned to the particular user.
When recommendations were requested for new equipment, informed upper management of the cost as well as the result to the budget for out department.

Confidential, Dallas, Texas

Help Desk Analysis

Responsibilities:

Inbound Support calls varied from Tier 1 to Tier 3.
Responded to email inquiries regarding issues to resolve computer software and or hardware issues within SLA.
Used propriety software to remote into computers off - site to determine any and all issues to resolve.
Required to trouble shoot propriety software residing on various platforms on this for the customer.
Research steps needed for complex issues would include pulling any and all related logs and configuration files so a more complete understanding of the issue could be done.
Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized SalesForce.com to record and track issues.
After researching the issue reported, input all relevant information and any opinions about possible cause(s) in the ticket. If needed the customer could be updated within a very short period.
Conducted SQL inquires to trouble shoot possible issues.
Conducted trouble shooting inquires using Red Hat Linux 6. Completed changes to any files in this environment as needed.
Participated in disaster recovery by backing up and restoring key configuration files.
Supported Client/Server architecture as well as troubling shooting such as mapping drives, using ICMP commands, and innovated thinking to find resolution to issues.
Supported both Windows XP and Windows 7.
Emphasis shifted from supporting end user issues to updating hardware with the most recent updated software version.
Setup and deployed servers which were Linux and Windows based for field installation.
Within six months of joining this team was promoted to team lead. At this position, was responsible for a total of 8 team members. Primary goal was to complete assigned software update tasks on time and on target date.
Maintained an effective rotation for any and all beta monitoring needed for initial software put out in the field.
Used various problem solving steps learned while on the help desk to trouble shoot any install issues as they arose.
Accounted for new equipment which was ordered and scan into the database for availability and reconciliation.
When assigning equipment, confirmed the equipment was found in the database, completed all necessary steps to transfer from being in the inventory to assigned to user.
When shipping out to customers, confirmed process was followed to account for the assets and properly accounted for and logged.

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Siem Support Team Resume

Plano, TX

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