SUMMARY:

• Identity Management, Network Security, Technical Support with 8 years of overall experience, 5 years of current SSO experience, and strong IAM/IDM, PING, and provisioning.
• Experienced including PKI, Authentication, Server Monitoring & Trouble shooting, Certificate registration, Secure Portal Access.
• Experienced in Identity and Access Management skills and related security skills with company policies and procedures.
• Big Brother, Web Helpdesk, NAGIOS based monitoring device ( Confidential ),
• BMC Service desk/Remedy ticketing system, Infra/VSM ticketing system, CMIS ticketing system, 8x8 ticketing system, ConnectWise ticketing system.
• Knowledge of different Operating Systems (Windows, Mac, Google OS)

WORK EXPERIENCE:

Confidential

IT Specialist, Reston, Virginia

Responsibilities:

• Remotely assisted users with problems on applications such as domain account resets, troubleshooting pc’s, and mainframe reboots.
• Unlocked and reset user window accounts through Office 365 Portal. Grant access to company SharePoint and provide SharePoint support
• Troubleshoot all networking issues within the company network either with phone issues or Wi - Fi to hardwired connection issues.
• Setup encryption for all Laptops and troubleshoot any issues in regards to the encryption software.
• Provide hardware and software support/troubleshooting either via deskside or by phone.
• Set-up laptops with memory installation, Software installation (email set-up, online portal access, required software install), Sophos encryption software to have POA (Power of Authentication).
• Provide accurate and timely logging of issues and resolutions in the ConnectWise ticketing system.
• Responsible for Service (Customer Care) & Replying to email/portal as main service of communications to internal employees.
• Provided essential customer service to all in person and incoming calls from all users.

Confidential

Support Specialist, Reston, Virginia

Responsibilities:

• Support PC and peripheral installation and troubleshooting on Macs, Linux, Windows machines, Android, and IOS mobile devices; problem/incident recording, and problem resolution/escalation.
• Support troubleshooting of basic network issues (IP configuration, bandwidth, DNS & command line tools, Ping, etc.)
• Provide accurate and timely logging of issues and resolutions in the 8x8 ticketing system.
• Interact with external users to obtain and convey concise problem information in a professional manner by phone, email, and in person.
• Responsible for Service (Customer Care) & Replying to email/portal as main service of communications to clients. Update tickets with latest troubleshooting issues done.
• Maintain customer-centric focus for delivery and support. Consistent interaction with the internal teams (Tier-2, Project Team, and Resolution Team).

Confidential

Network Security Engineer, Ashburn, Virginia

Responsibilities:

• Maintenance for the Identity Management Service including PKI, Authentication, Server Monitoring & Troubleshooting, Certificate registration, Secure Portal Access.
• Apply specialized Identity and Access Management skills and related security skills with a basic understanding of company policies and procedures.
• Use Nagios Monitoring tools to monitor, trouble shoot, triage, and repair servers within IAM environment. Performed the Role of Administration and provision for Certificate Product in the PKI environments by Granting, Removing, and Managing access/privileges.
• Apply specialized Identity and Access Management skills and related security skills within the scope of company policies and procedures. Manage the RSA security console. Performs Troubleshooting/Triage of SSO Software through Verizon Authentication products and services ( Confidential ). Provisioning accounts and provisioning roles & rights on accounts in the SSO Verizon Software database ( Confidential ) that matched established policies and procedures. Troubleshooting/triage all SSO soft token and account issues.
• Ensure that deliverables meet specifications and quality requirements along with compliance with security policies.
• First point of contact for inquires and messages in call queues.
• Responsible for Service (Customer Care) & Replying to email/portal as main service of communications to clients. Update tickets with latest troubleshooting issues done.
• Maintain customer-centric focus for delivery and support. Consistent interaction with the internal teams (Tier-2, Tier-3, Client Services, other Operation Teams).

Confidential

Help Desk Analyst, Washington, DC

Responsibilities:

• Remotely assisted users with problems on applications such as domain account resets, troubleshooting pc’s, and mainframe reboots.
• Recorded/addressed technical issues and created detailed tickets.
• Provided support for various Confidential software, such as Remedy, GroupWise email client, and Momentum (assisted with migration of GroupWise email to Outlook 2007.)
• Unlocked and reset user window accounts through active directory.
• Provided essential customer service to all in person and incoming calls from all users.
• Shadowed Tier 2 support when they assisted users with repairs (Installed XP and Windows operating systems, Installed network printers).
• Pushed software through Symantec LiveState Delivery over the network

Confidential

Help Desk Analyst, Alexandria, Virginia

Responsibilities:

• Provided basic application software and/or hardware support to callers such as troubleshooting procedures for RDP, laptops and desktops CPUs.
• Remotely assisted students, staff, and faculty with technology problems.
• Recorded all incidents or service request information in detailed format via EAMS (Remedy).
• Monitored and processed all Service Request to make sure the SLA is met for VPN remote users.
• Provided all support for Citrix, VPN, remote desktop, virtual machines (VM Ware) user’s with connectivity and application issues.
• Performed assigned hardware and software installations on site and remotely.
• Followed standard Help Desk operating procedures.
• Accurately logged all Help Desk contacts using call tracking software.
• Solved hardware and software related incidents troubleshooting techniques at a Tier 1 level.
• Supported and maintained VPN remote access users for Confidential .

Confidential

PC Technician, Laurel, MD

Responsibilities:

• Replaced old IBM desktop with new Confidential 8000 desktop computers.
• Installed, Configured, and ran all new applications with the goal of making sure no errors occurred and reported any errors to research solutions.
• Reported any login/password trouble.
• Floor runner for help desk support with applications for end-users.
• Solved any application error troubles that were reported by end user.