PROFESSIONAL SKILLS:

• 10+ Years - Computer IT Technical Support - Hardware and Software - (on-site, remotely, and over the phone)
• 10+ Years - Build, repair, troubleshoot, and maintain computers
• 10+ Years - Customer Service and Sales Support
• 2+ Years - CSIRT (Computer Security Incident Response Team) Analyst

COMPETENT IN:

• MS Windows XP
• MS Windows 7
• MS Office Specializing in Excel
• Internet Explorer
• Google Chrome
• Working knowledge of and familiarity with:
• Wide Area and Local Area Network (WAN/LAN) Support
• Remedy Action Request System
• NetIQ Directory and Resource Administrator
• TrackIt Ticketing System
• Service Now
• Bomgar Secure Remote Support
• DameWare Mini Remote Control
• Microsoft Remote Desktop Connection/Services
• Microsoft System Center Configuration Manager ( software packages and remote support aspects)
• Swimlane Ticketing System
• Confidential ECOP security event/incident ticketing system
• Splunk

RELATED EMPLOYMENT:

Analyst Computer Security

Confidential

Responsibilities:

• Proactively monitor Confidential network and assets for anomalies and potential malicious activity
• Proactively monitor CSIRT SIEM Tools such as FireEye HDX, McAfee ePO (ePolicy Orchestrator), Splunk, and, Exabeam for indicators of compromise.
• Manage timely distribution and communication of alerts, notifications, and, reports as indicated by SOP for observed activity or as otherwise directed.
• Analyze Spam email for artifacts indicating phishing attempt or the attempted delivery of malware
• Analyze unauthorized software identified by SOC tools to ascertain if software is malicious, point of origin, and method of delivery.
• Active participant in regular CSIRT training
• Maintain communication with other Confidential subcomponents and Confidential divisions, to coordinate and/or assist with resolving security related events or incidents
• Create, work, and resolve tickets in Swimlane, Service Now, and the ECOP ticketing systems

Incident Management Technician

Confidential

Responsibilities:

• Proactively monitor incoming IT incident reports through an Automated Call Distribution (ACD) system
• Conduct assessments and provide guidance for Incidents and Service Request to identify Critical or High priority incidents
• Identify and assess incidents and service requests impacting services to Confidential users
• Manage timely distribution and communication of reports
• Ensure appropriate protocols for hourly updates are completed throughout the lifecycle of the critical incident
• Active participant in regular Confidential troubleshooting conference calls
• Maintain communication with other Confidential divisions, supporting vendors and contractors to develop coordinated approaches to resolving critical incidents
• Maintain a record of program issues and resolutions

HELP DESK ADMINISTRATOR

Confidential

Responsibilities:

• Provided expert evaluations for IT support for Office of Surface Mining, Appalachian Region
• Provide guidance and support for IT programs
• Evaluate program errors and risks and follow appropriate procedures for implementing corrective measures
• Develop immediate solutions for troubleshooting IT operations.
• Install locally or deploy programmatic solutions remotely to IT systems to correct errors
• Performed System Administrator functions including (but not limited to) password reset, account unlock, joining computers to the domain
• Provided excellent customer service support both in person and remotely (either online or on the phone)
• Evaluate and deploy various software tools to assist customers remotely, by phone or email, and also in person.
• Track all activities through written reports and/or online customer service system for tracking and reporting to management officials.
• Provides assistance to all IT system users to maintain compliance with agency principles and practices
• Proficient with Symantec McAfee endpoint user encryption- including encryption and decryption of end user systems, deployment and/or repair of operating systems and process token reset requests.

DESKTOP SUPPORT TECHNICIAN

Confidential

Responsibilities:

• Provided IT support and maintenance for County Emergency Services
• Performed System Administrator functions including (but not limited to) account creation, password reset, account unlock, joining computers to the domain
• Provided excellent customer service support.
• Performed job functions using various software tools to assist customers remotely, via the phone, and in person
• Maintain a record of troubleshooting success and failures for IT support

TIER I ESD TECHNICIAN

Confidential

Responsibilities:

• Provided IT support for operating system
• Evaluate application based issues to develop and implement solutions
• Performed System Administrator function for multiple sites via phone for US Army Medical Command
• Performed job functions using various software tools to assist customers remotely, and track system issues

HELP DESK TECHNICIAN

Confidential

Responsibilities:

• Supported enterprise operating system and application based issues and identification of smart-card issues
• Provided Base System Admins with network account support using Remedy & DRA
• Created and administered organization mail boxes and email distribution lists.

FORECASTING SPECIALIST

Confidential

Responsibilities:

• Worked with all company sites VP’s to collect and analyze data to prepare reports and forecast staffing needs.
• Also provide technical support as needed on user website issues and server support.

DIRECT ASSIST / CUSTOMER SUPPORT

Confidential

Responsibilities:

• Provided tech and pre-sales support for Backup Exec for Windows and Netware Servers.
• Provided excellent customer service support.

LEVEL 2 COMPUTER SUPPORT TECHNICIAN

Confidential

Responsibilities:

• Provided IT support, training and mentoring for Level 1 technicians for optimal performance.
• Resolved escalated customer support problems and issues on desktop and portable computers for Confidential Computer customers. (Hardware and software troubleshooting)