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Security Support Engineer Resume

Las Colinas, TX

PROFESSIONAL SUMMARY:

Experienced technical support professional providing both onsite and remote support for computer hardware and software. Diverse industry background demonstrates adaptability, including manufacturing, cloud services, medical, off - shore oil and gas, cash logistics, banking, telecommunications, and military. Excellent hardware and software troubleshooting skills.

PROFESSIONAL EXPERIENCE:

Confidential, Las Colinas, TX

Security Support Engineer

Responsibilities:

  • Customer facing security support team member working on resolving complex issues with Azure Cloud and On-Prem Microsoft security products.
  • Providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more.
  • Supporting the below list of products.
  • Azure Security Center
  • Windows Defender Advanced Threat Protection
  • Azure Advanced Threat Protection
  • Windows Defender

Confidential, Fort Worth, TX

Systems Administrator

Responsibilities:

  • Provides Systems support for all infrastructure services including but not limited to Networking, Telecom, Exchange, Windows Servers, and Office 365.
  • Manage and maintain company’s servers running in our Vmware environment.
  • Acted as the companies only Systems Administrator and Network Engineer.
  • Migrated and merged domains
  • Built Development and production windows/Linux servers
  • Migrated company endpoints from windows 7 to windows 10
  • Active directory administration, Including GPO's for managing Kiosk and end user pc's
  • Built and managed windows 7/10 client images and deploy via MDT from PXE
  • Built and managed Kiosk images and Digital Display pc's images
  • Managed and Supported O365 software and Windows store for Business
  • Created and managed O365 Sharepoint sites and permissions
  • Configured and managed DHCP, DNS, SNMP services
  • Configured and monitored network equipment
  • Setup configured and maintained Vlans and switches, including firmware updates
  • Assisted Helpdesk with desktop hardware and software issues
  • Managed file/server backup and restore with Veeam
  • Setup SSO using ADFS with O365 and Microsoft Azure Active Directory Connect
  • Deployed and managed Shoretel VOIP system across multiple sites
  • Managed and supported VEAAM Backups and restores

Confidential, Carrollton, TX

Managed Services Specialist

Responsibilities:

  • Managed Services Specialist is responsible for resolving incoming technical telephone requests, service desk tickets, and email requests, for technical assistance on a wide variety of hardware and software applications.
  • Consistent customer care, quality standards, and reporting requirements are core competencies of the position.
  • Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Managed Services Specialist role as well as the ability to multitask.
  • Acted as the Systems Administrator for all client companies ~12 total.
  • Monitored network devices
  • Troubleshot and repaired windows servers
  • Administered accounts, Exchange, Active Directory, etc.
  • Performed system updates and maintenance
  • Managed remote servers host running Hyper-v or VMware ESXI
  • Configured voip phones, network printers

Confidential, Dallas, TX

Sr. Tech Support Rep

Responsibilities:

  • Provided technical support for Confidential employees nationwide for hardware and over 900 business applications in an enterprise environment.
  • Provided first call resolution for 90% of incoming calls for all hardware and software related issues
  • Performed new hire account creation in active directory and MS exchange
  • Assigned and installed applications via SCCM
  • Performed monthly McAfee repairs and updates for PCI compliance
  • Participated in bridge calls for business, impacting IT related outages
  • Supported over 800 applications

Confidential, Dallas, TX

Sr. Helpdesk Support Analyst

Responsibilities:

  • Provided expert support to end-users for PC, service or mainframe applications, and hardware of complex networking and hospital/health applications in an enterprise environment.
  • Provided excellent technical and customer support for hardware and software related issues
  • Updated and maintained the Helpdesk Knowledge Base with pertinent technical documents
  • Maintained call stats related to Time On Call, Calls Handled and Customer feedback

Confidential, Morgan City, LA

Remote Operated Vehicles Technician

Responsibilities:

  • Responsibilities included operating ROV's in a safe and efficient manner. Maintained and repaired all electronic, electrical systems, and sub-systems associated with Remotely Operated Vehicles including component repair, replacement, and troubleshooting.
  • Completed intensive sixteen-week program with top grades
  • Troubleshot and repaired fiber optic cabling
  • Configured and maintained system cameras and video recording devices
  • Maintained and troubleshot 480,120 and 24 volt electrical systems.
  • Maintained hydraulics system and tools
  • Operated and maintained computer control systems and software

Confidential, Coppell, TX

Sr. Help Desk Analyst

Responsibilities:

  • Provided technical support for all internal employees for both hardware and software needs related to the Cash Logistics industry.
  • Created and maintained employee's Active Directory and MS Exchange accounts.
  • Used multiple ticketing systems to log all calls.
  • Assisted Desktop support team with migration to Windows 7
  • Basic pc repair, replace hard drives, Laptop keyboards etc.
  • Updated and maintained the Helpdesk Knowledge Base technical documents
  • Assisted with Lotus Notes migration to MS Exchange
  • Created and maintained user Active Directory accounts and permissions
  • Created and maintained user Microsoft Exchange accounts
  • Recorded support incidents in Remedy ticket system
  • Setup and installed network printers, scanners and projectors and managed permissions.
  • Added and removed workstations from the Active Directory and managed domain access

Confidential, Lewisville/Dallas TX

Verizon Wireless- Helpdesk Support Technician

Responsibilities:

  • Provided technical support for all internal employees for both hardware and software needs.
  • Reset passwords for billing systems
  • Handled an average of 40 calls per day
  • Reported and logged all troubleshooting calls in Remedy/Magic Ticket system

Confidential, Dallas, TX

Fiber Customer Support Analyst/Team Lead

Responsibilities:

  • Provided customer technical support for the Verizon FIOS FTTP network for TV, Telephone, and Broadband services.
  • Answered escalated customer calls in a supervisory role for problem resolution.
  • Provided team members with technical and customer service related support.
  • Acted in Supervisory role and resolved customer escalations
  • Answered fiber support analyst questions concerning approach towards trouble resolution
  • Resolved trouble with equipment setup and assisted in router configuration
  • Configured Motorola cable box and TV settings for optimal picture and sound quality
  • Talk customers through home entertainment connection and setup
  • Used remote access to telephone switching equipment to change calling features

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