OBJECTIVE:

I am seeking to obtain an Intelligence Analyst, Cyber Security & Computer Network Defense Analyst, Network Engineer, and Information Technology position, currently working to obtain CEH, CISM, CISSP, and Certified Cisco Network Professional (CCNP) certifications.

TECHNICAL SKILLS:

Operating Systems: Windows Server OS, Windows 7/8/10, Mac OS X

Software: Microsoft Office, Adobe, RDP, Suite Map, Spiceworks Ticketing System, Labtech, Kaseya ticketing system.

Data: Mobile Device Configuration and hardening (Blackberry, Android, iPhone), Computer Imaging, SCCM

Security: Webroot, Spiceworks

Hardware: desktops, laptops, printers, scanners. Mobile devices (BlackBerry, Android, iPhone), projectors, VOIP Polycom phone system.

PROFESSIONAL EXPERIENCE:

Lead Field Service Technician

Confidential, Los Angeles, CA

• Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, and reviewing system and application logs.
• Maintain and implement Clients Information Security Program and associated procedures
• Run current Risk Management Program
• Run the Risk Management Program
• Works with IT leaders and technicians to develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes for field - based personnel.
• Verify that IT systems and software implementations are secure and compliant with the Information Security Program
• Respond to security aspects of all sales related activities, audits, and projects
• Works with IT Leadership to identify necessary policies and procedures that outline how problems are identified, documented, assigned and corrected and authors the documentation.
• Analyzes performance of Vendor based Service Desk activities and documents resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service to prevent future problems.
• Develop security plans for new systems and applications
• Report metrics to executive management when requested
• Works with IT Leadership in the development of service strategies to mitigate software, hardware, and networking (local and remote) issues and implements solutions
• Evaluates field system upgrade paths and determines best course and timing of related activities.
• Provide the technical expertise and oversight of security tool/appliances deployment and implementation
• Consult with Technology to understand technology risks, and ensure quality control designs to address those risks
• Change control management, coordination and process improvements between infrastructure and development/application management units
• Implement tools and technologies to help ensure security compliance and enforcement
• Develop and maintain documentation, processes, procedures, and reports to improve the quality, consistency, effectiveness, and efficiency of SOC operations
• Liaises with vendors for the procurement of new systems technologies; oversees installation and resolve adaptation issues.
• Installs and troubleshoots hardware configurations in a heterogeneous environment.
• Performs system upgrades and security updates for remote workstations as needed using remote device management tools.
• Assists in the development of tactical business support standards, processes and procedures, and guidelines for incident management and creates necessary documentation.
• Troubleshoots and resolves IT issues via phone, web, and in-person channels.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Ensures all incidents are resolved to SLAs.
• Reports on health of the service desk support using uptime and ticket-related performance metrics.
• Partners with IS/IT staff and business personnel to discuss the impact of incidents on products and services.
• Familiar with ITIL best practices

System Administrator/Helpdesk

Confidential - Silver Springs, MD

• Managed, led and supported an environment with Windows Server 2008 R2/2003, Linux, AIX, Windows 7/8/10 Professional desktops and laptops, Mobile OS and VOIP Phone Systems.
• Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, and reviewing system and application logs.
• Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.
• Managed and created Active Directory accounts, Group Policy, network shares, and printing services.
• Maintained documents and notes of all resolutions using Spice works ticketing system
• Monitored system performance and diagnosed software/hardware problems with performance monitor.
• Developed and implemented procedures for operational processes including deployment, upgrade, migration and maintenance.
• Provided desk side and phone support for over 600 customers which resulted in high computer uptime and high customer productivity.
• Responsible for remote administration, Antivirus, Windows updates and security patch management of workstations and servers to ensure security compliance.
• Installed, optimized and configured new servers and application upgrades in existing network environment as per requirements.
• Created baseline images for cloning of workstations to maintain a uniform standard.

Helpdesk Support Technician Tier II

Confidential - Washington, D.C.

• Maintaining and handling excellent customer service calls as a Tier II Help Desk Support Technician in a fast-paced Operation Center environment.
• Provided success working in a high-volume, 24x7 technical call center.
• Consistently praised for communicating effectively with both technical and nontechnical users.
• Known for excellent problem-solving skills and patience in dealing with frustrated users.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Installed hardware and software on Windows 7/8 operating systems for mobile devices, computers, printers, laptops and tablets.
• Partnered with Tier III help desk peers in the HOR to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
• Provided telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
• Collaborated with the Security Operating Center and Network Operating Center teams with investigating and remediating intrusion attacks and vulnerabilities.
• Adjudicated users rights and permissions, enabling and disabling accounts, and configured security settings.
• Provide forensic analysis and troubleshooting to assist in the containment and remediation of security incidents working with the Incident Response team