SUMMARY:
- Infrastructure Analysis
- IT/Business Infrastructure Systems
- Scripting Data Analysis
- Root - cause Analysis
- Post Installation Support & Deployments
- DevOps Lifecycle Phases
- Systems Installation, Migration, Maintenance & Upgrading
- Change Management Methodology
- Tier 1 & 2 Technical Support
- Hardware & Software Troubleshooting
- Complex Problem Solving
- Disaster Recovery Plans
- Business Continuity Analysis
- User Acceptance Testing (UAT)
- Standard Operating Procedures
- Excellent Communication Skills
- Analytical Thinking
- Strong Organizational Skills
- Astute Attention to Detail
- Time Management
TECHNICAL SKILLS:
- Microsoft Office Suite
- Cloud Applications
- SAAS
- UNIX/Linux & Wintel Systems
- Citrix ADC, ADM & Nitro API
- Web Security Gateway
- Proxy Auto-Configuration (PAC) File
- JavaScript
- Python
- PowerShell
- Jira/Confluence
- ServiceNow
PROFESSIONAL EXPERIENCE:
Confidential, Brooklyn, NY
Technical Engineer IV
Responsibilities:
- Create multi-data-center high availability configurations for front end applications
- Perform Unix command-line administration and DNS administration
- Conduct disaster recovery fail-over events and implement maintenance outages as required by application owners
- Perform regular maintenance and security firmware upgrades
- Automate reoccurring tasks via Ansible and Citrix Nitro API
- Create onboarding documentation and standard operating procedures (SOPs)
- Handle production issues on an on-call, 24-7 weekly rotation basis
Technical Engineer
Confidential
Responsibilities:
- Developed and maintained rules, configurations, and documentation for teh Forcepoint (FP) Proxy client
- Generated reports on user and server traffic for management and Cybersecurity
- Onboarded internet-connected thick client, SAAS, and cloud applications
- Successfully integrated software developer tools
- Troubleshot network-related performance and application issues
- Analyzed TCP/IP packets using Wireshark, Fiddler, and log servers
- Acted as point of contact for high severity incidents
- Collaborated with Cybersecurity on security posture changes
Infrastructure Analyst IV
Confidential
Responsibilities:
- Supported and maintained Proxy, Firewall, Active Directory, LDAP, AppSense, RSA, and Enterprise File Systems
- Created and maintained documentation for outsourced level 1 & 2 support
- Acted as an escalation point for unresolved level 1 and 2 support tickets
- Partnered with operational and engineering groups to troubleshoot high severity incidents
- Worked with Cybersecurity to perform system changes using change management methodology
- Served as a technical matter expert to provide support to IT technicians
- Served as liaison between technical staff, management, users, and vendors; handled technical matters - service requests, usage, standards, and security
- Assisted in developing training materials and facilitating training for project initiatives
- Developed guidelines and upgrade techniques for new operational procedures that supported databases and hardware systems
Network Computing Analyst II
Confidential
Responsibilities:
- Provided technical support to senior management and administrators
- Created and maintained end-user documentation and intranet sites
- Troubleshot hardware and software issues across various platforms (PCs, laptops, Thin Clients, Virtual Machines, VoIP phones, Polycom video conferencing units, MS Office Suite, BlackBerrys, iPhones, and iPads)
- Conducted user acceptance testing (UAT) on new and existing hardware and software for internal usage
- Collaborated with external vendors and internal subject matter experts to gain a solid understanding of requisite system changes
- Deployed and maintained home offices
Confidential Getzville, NY
Customer Relations Manager
Responsibilities:
- Served as point of contact for mortgagors through loan modification or liquidation of property
- Oversaw a portfolio of over 60 loans
- Monitored and collected payments from mortgagors
Confidential, Geneseo, NY
Technology Helpdesk Technician
Responsibilities:
- Provided online, in person, and telephone halpdesk support for students and teachers
- Installed and launched new software packages, desktop hardware, and upgradesware
