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Support Associate Resume

Houston, TX

SUMMARY:

  • Multifaceted Professional with Experience in Digital Forensics, eDiscovery Supply Chain and Information Security
  • Diverse technical career with 10+ years experience in multifaceted high - tech positions.
  • Technical expert in multiple facets of IT and IT security.
  • Experience employing numerous technologies to provide advanced solutions in high-demand environments.
  • Extensive certified experience in Digital Forensic Analysis, Security, and IT support, translatable to any team or corporate environment.
  • Information Security / Technical Support / Digital Forensics
  • Client Relations & Support/Office Management

TECHNICAL PROFICIENCIES:

Platforms: Windows, Mac, Linux, VPNs (Entrust; etc), SQL Server

Software/Tools: VB, JAVA, Visio, Lotus Notes v5+, Remedy v5+,Remedy/Slims 2.0(CRM), Win6530 DB, NetInstall WebRA, Nortel networks, Avaya IP phone, Active Directory, Novell, eSigma, Nanet (NetIQ), DSM, Radia, Proxy Master, SAP, EnCase, Confidential, Tivoli, Cisco IP Communicator, QualysGuard, SharePoint, Katana Lantern, Triton Console, SEE, PGP, SEP, SCCM, WebSense, Point of Sales (POS) systems, AWS, HighFive, Olark Chat, ZenDesk, Slack

Hardware: Cisco Phones, Tableau - Forensic bridges, Symbol Wireless Devices, Hand Held Terminals, Wireless Software Management Terminals, Motorola Pin Pads, Battery Backups, POS terminals: Verifone Omni 3300, Dresser Wayne, Gilbarco-Passport/G-Site

PROFESSIONAL EXPERIENCE:

Support Associate

Confidential, Houston, TX

Responsibilities:

  • Addressed client inquiries and technical requirements while providing unparalleled resolution(s) for legal firms as well as their needs relative to their personalized database.
  • Routinely collaborate, cross-functionally, for expedited issue resolution.
  • Logged and classified issues to facilitate Engineering interventions, product improvement, and reporting.
  • Proactively contributed to documentation, service process, and product improvements.
  • Maintained professional rapport and excellent service with clientele and colleagues, thereby promoting company image.
  • Supported and facilitated client databases to meet client needs by collectively cooperating through teams ensuring end needs are successfully met with continuous improvement.

Small Business Owner

Confidential

Responsibilities:

  • Streamlining small business ventures to increase working capital and sustainability.
  • Maintain accuracy of current and forecasted inventory through each vendor selection withmaintaining inventory replenishment for accurate turnovers.
  • Ensure accurate inventory turnover with an inventory control system with continuousimprovement utilizing best practices.

eDiscovery/Digital Forensics Analyst

Confidential, Houston, TX

Responsibilities:

  • Employed a multitude of tools to organize, search, and recover large amounts of digital information for all phases of an electronic review or litigations.
  • Located digital documents, network shares, email, and other relevant information from Confidential ’s global network and systems.
  • Preserved and secured digital information and media to facilitate and ensure evidence chain of custody standards.
  • Promoted new and innovative solutions to vastly improve the capabilities of teams, streamline operations, and simplify issue resolution.

Information Security Analyst

Confidential, Houston TX

Responsibilities:

  • Offer support and assistance to clientele and legal department with eDiscovery process.
  • Engage in forensic examinations of workstations, laptops, servers, and mobile devices.
  • Performed volatile data collection, data analysis and mitigated malware threats.
  • Served as a member of the Computer Security Incident Response Team.
  • Managed the Enterprise eDiscovery/forensics suite, while creating and maintaining all processes, procedures, and flowcharts for program.

Service Desk Analyst

Confidential, Houston, TX

Responsibilities:

  • Provided desktop support for end users in the Western Hemisphere.
  • Administered PGP and Websense Triton systems.
  • Dynamically assisted IT Security Officer in data recovery and preservation.

Support Technician

Confidential, Houston, TX

Responsibilities:

  • Provided user PC and software support to clients as secondary support contact for all company locations.
  • Ensured SOX compliance.
  • Supported teams installing server machines in a new data center.
  • Configured Biometrics entry scanner.
  • Operated as Site Administrator for Biometrics.

POS Tier 2 Analyst

Confidential, Houston, TX

Responsibilities:

  • Employed a variety of Handheld devices (Symbol Wireless Devices, Hand Held Terminals, Wireless Software Management Terminals, and Motorola Pin Pads) to Refine and reconfigure POS equipment for military commissaries.
  • Maintained work queues to ensure ticket completion and dispatch.

IT Office Manager

Confidential, Houston, TX

Responsibilities:

  • Managed all office and equipment operations while performing administrative duties.
  • Consolidated and organized company’s assets for its main product.
  • Performed specific managerial duties and managed phone calls and correspondence for the resolution of billing, invoice, and special requests.
  • Collaborated with company owner to meet client needs in organization, programming, and support.

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