SUMMARY

• Conducted threat, vulnerability and risk assessments wifin a mock network which allowed a company to detect, delay and respond to threats. me was able to grasp a better understanding of teh legal processes involved in implementing and maintaining information security systems and apply security violations and breaches in relation to pertinent laws and regulations. dis process assisted me wif teh use of case studies to analyze legal impacts of information security issues.
• me was able to Build and Implement a successful Information Security Policy that included identifying Risk Management Threats ex. Physical/Desktop Security (Incident handling, Systems Backups, Maintenance, Encryption, Software Installation, Virus Protections, System Access, etc.) and Internet Threats (web browsing, instant messaging, E - mail use, Downloading/Attachments, etc.)
• me possess a better overall understanding/comprehension of teh me.T. infrastructure, network (configuration and topology, network traffic and communication system. By preparing a security policy, processes, procedures and implementation plan me is able to test and audit teh network security (Internet, Intranet and Extranet), update it regularly, and maintain an audit trail of all changes wif teh proper mentor/on teh job training upon starting wif a corporation.
• me understand teh phases of teh attack process wifin teh Hacktivism environment which are Reconnaissance, Scanning, Gaining Access and Covering Tracks. There is also teh Ethical Hacker in which they are responsible for former black hats, white hats and consulting firms.
• Wifin my Intrusion Detection and Prevention Systems class which are network-based, wireless, NBA, and host-based—each offer fundamentally different information gathering, logging, detection, and prevention capabilities. Some of teh IDPS tool software that me was able to familiarize myself wif is Snort, Malware Defender, Malwarebytes and OSSEC.
• Teh following are tools that me used wifin teh class environment for testing and project comprehension activities GNU Privacy Guard, True Crypt, Ax Crypt, Bit Locker, AD Audit Plus, Solarwinds, Auditnet, COFFEE/DECAF, AVG, Comodo, Network Miner, WireShark, Capsa, Netsecurity, etc.

TECHNICAL SKILLS

Platforms: Windows XP/ME/Vista/7, MAC OS, Unix (SecureCRT), Linux, AS400, Mainframe (TSO, JDE, & MVS), POS (Point of Sale), Exchange Server 2000/2003, Windows Server 2000/2003, Blackberry Enterprise Server (BES), SAP, Avaya/Lucent Technologies, Nixdorf Servers, Etc.

Networking: TCP/IP, Novell 4.5 & 5.5, Cisco VPN, Info Blocks, SafeGuard, Secure ID, Sophos, SMS, Citrix, Switches, Routers, Terminal Services, FTP, Telnet, PC Anywhere, UltraVNC, WINS, CAT-5 Cables, Remote Access Norton Desktop, CA UniCenter, Access Points, RF Scanners, Wireless connectivity, Sonic Wall, ShoreTel, Etc.

Tools: Norton Firewall and Ghost, Check Point Firewall, McAfee/ Antivirus Utilities, Sophos Anti-virus software, SafeGuard Management Encryption Software, LAN Management, ITSM, MS Office (Word, Excel, Power Point, Access, Project, Outlook), RAID, Lotus Notes R5 and R6, Remedy, Track-IT, Sysaid, Virtual Warehouse, Magic (Carousel Machines)TNG Advanced Help Desk, Quick Books, Quicken, Photoshop, ERP - Sage 500, People Soft (time tracking), HP Open view, SCCM, Active Directory, Avaya Enterprise Management (PBX), VERITAS Netback up, Etc.

PROFESSIONAL EXPERIENCE

Confidential

Senior Desktop Support Engineer/IT Technical Administrator

Responsibilities:

• Resource to teh company wif in depth knowledge of company’s system and servers. 40% of teh time System Administrator role 40% of teh time Desktop Support role 15% mentoring other Help Desk staff & other duties as a Sr. Technical Lead role 5% of teh time fulfilling other tasks assigned by teh Manager.
• Ability to work wif a variety of mobile devices (iPad, Smart phones, Android, iPhone, etc.).
• Support and maintain Windows XP and Windows 7 environments
• Support and maintain Microsoft SCCM 2012 " Ability to support and maintain VMware
• Support and maintain images and deploying to desktops “Knowledge of database theory & designs.
• Ability to support and maintain Windows 2012/2008/2003 environments.
• Ability to support and maintain Exchange
• Creates all relevant documentation relating to projects, along wif create and/or maintain documentation around all aspects of teh infrastructure environment.
• Make technical recommendations and decisions, supported by management, on behalf of teh Help Desk.
• Identify and implement ways to simply daily support processes
• Participate in new development discussions wif business community as requested.
• Provide input pertaining to employee’s performance to IT Director for delivery.
• Identify skill-set or tool gaps wifin teh team; submit recommendation to IT Director.
• Supports and maintain Active Directory.
• Support Remote workers/Maintain Citrix Environment.
• Review and resolve incoming production tickets
• Work wif other Help Desk personnel to develop and maintain desktop images used for deployment.
• Ensure all devices are protected Confidential all times. Assess hardware needs, recommend purchases, and execute approved purchases of hardware and/or software.
• Maintain SafeGuard Encryption via teh Management Console for hard drives.
• Managed and installed Sophos Anti-virus software for all machines.
• Assisted wif project completion of Windows XP migration over to Windows 7 environment.

Confidential

Technical Support Analyst III

Responsibilities:

• Resided Confidential teh service desk and service people over teh phone. Some problems are more easily handled in person, also during periods of high call volume; problems may be delegated to a desk top support person from a service desk person for reasons of efficiency. Ability to work wif a variety of mobile devices (iPad, Smart phones, Android, iPhone, etc.).
• Provided Level 3 technical support for users of desktop hardware and software in teh same location and level 3 technical support for users of desktop hardware and software in remote locations.
• Provided initial troubleshooting application and hardware issues.
• Solved issues of low complexity in any technical area for desktop hardware wifout assistance. For more complex issues, incumbent will collect data and escalate to more senior Service Desk or Desktop support staff and track those issues through completion. For any problem where teh user is in teh same location during periods of very high call volume, incumbent may forward teh problem to a local desktop support technician.
• Performed Active Directory actions such as password resets and data entry, as required.
• Performed project work as assigned under teh supervision of a lead or manager Creates all relevant documentation relating to projects, along wif create and/or maintain documentation around all aspects of teh infrastructure environment.
• Made technical recommendations and decisions, supported by management, on behalf of teh Help Desk.
• Apply policies to situations wif minimal interpretation. Participate in new development discussions wif business community as requested.
• Ability to provide technical support to computer users both on teh telephone and face-to-face.
• Technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007 products, Market Data Applications (ex. Bloomberg) and telephony environments.
• Installed and managed Sophos Anti-Virus software for all desktop and laptop machines
• Ability to broaden knowledge in teh functional areas of IT.
• Extremely proficient in troubleshooting desktop computer issues, both hardware and software.

Confidential

Technical Support Analyst II

Responsibilities:

• Responsible for Tier 1 and 2 software and hardware support
• Provides technical advice, guidance and informal training to customers using hardware and software programs.
• Troubleshoot and restore routing technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Created and maintains SharePoint and VHD knowledge database and call tracking database to enhance quality of problem resolutions.
• Works in a team setting, sharing information and assisting others wif calls.
• Involved in teh installation, configuration, creating and rollout of new software packages, OS, upgrades, patches and hot fixes.
• Installed and managed Norton Anti-virus software for all desktop and laptop machines.
• Knowledge of SCCM application deployment (Advertised Programs and Console), Patch Management and Wise Packaging.
• Develops solutions requiring analysis and research.
• Responsible for critical work and/or complex projects performed wifin a broader technical and business context.

Confidential

Technical Support Manager

Responsibilities:

• Facilitated all halpdesk technical support issues for teh organization.
• Ordered and supported all Blackberry requests and issues via vendors Sprint and T-Mobile.
• Ensured high quality and timely support services are being delivered uniformly by all IT Service Desk analysts by establishing and monitoring individual and team performance objectives.
• Created all purchase order requisites for all departmental managers and signed off on them for equipment replacement orders and/or upgrades.
• Installed and managed Sophos anti-virus software for all desktops and laptops.
• Wif teh IT Applications and Infrastructure Managers, established and maintained mechanisms for systematic review and prioritization of user feedback (incidents, enhancement requests, and open technical issues) and in corporation into teh software pipeline.
• Maintained open communication wif all IT training, application, infrastructure and local office managers and solicit and respond to feedback.
• Liaison between teh users and teh IT development community.

Confidential

Help Desk Analyst II

Responsibilities:

• Ability to search Knowledge Base real-time and apply resolutions over teh phone.
• Demonstrated ability to multi-task by walking a user through multiple fixes, updating teh tracking tool, and searching teh Knowledge Base tool simultaneously
• Strong knowledge of following technologies: Remote/VPN/RDP/RSA Token, Windows XP/Client based Wireless, Blackberries, F5 Application Firewalls, and Active Directory.
• Set up new user access in Oracle and ran scripts for removing hung up reports wifin Oracle.
• Able to utilize remote assistance to customer machine via DameWare to fix any problems wifin teh Windows XP environment.
• Support infrastructure engineers/developers to implement teh resolution of technical problems involving creation of technical infrastructure and its integration into teh firm's existing computer systems.
• Installed and maintained McAfee anti-virus software for all machines wifin teh corporation.
• Assist in evaluation of new software/hardware products including enhancements/upgrades/fixes. Troubleshoot infrastructure functionality and performance issues including interfaces to databases.

Confidential

Consultant -Tier 1.5 Technical Support

Responsibilities:

• Tier 1.5 Help Desk function to support management of third party vendors behind teh IBM Tier 1 Help Desk.
• Swivel Chair processing and distribution of tickets for IMAC.
• Dispatching of IMAC issue to local vendor including NCR, Black box, etc.
• Troubleshooting Data issue wif teh Phoenix Support desk.
• Met all SLA requirements regarding technical aspect issues/exceptional customer service skills.
• VOIP troubleshooting for Telecom issues.
• Managed and maintained Kaspersky anti-virus software for all desktops and laptops
• AOTS ticketing system for tracking calls and escalation to other groups.
• Documented trouble tickets wifin Proprietary ticketing system GEMS/AOTS between IBM and Confidential &T Managed Customer Care.

Confidential

Technical Support Specialist

Responsibilities:

• Provides technical and procedural advice, assistance, support and problem resolution to teh full complement of Confidential systems, hardware and software.
• Responds to a variety of problem reported inputs for internal and external customers including, phone, email, system generated messages, batch schedules and monitoring tools.
• Managed and maintained Norton Anti-virus software for all machines wifin teh company including our remote users
• Utilized SMS to track servers/devices that were down or non-operational Confidential various store locations.
• Provides technical and procedural advice, assistance, support and problem resolution to teh full complement of Confidential systems, hardware and software. Either phone, email, remote assistance or a visit to an associate’s desk, delivers resolution.
• Utilized Citrix for FTP transfers of software builds remotely.
• Completed remote access to other servers through Dame ware via Citrix

Confidential

Consultant - Corporate Support Analyst

Responsibilities:

• Deliver technical support for internal Confidential Corporate employees and field staff.
• Provide support for approximately 2,600 users wif desktops and laptops running Windows 2000, AS400 and Mainframe, and teh applications wifin each system.
• Reset user access and passwords wifin SAP and Active Directory.
• Provide support for landline telephone applications and wireless messaging devices.
• Utilized SMS to track servers/devices that were down or non-operational Confidential various store locations.
• UNIX/Linux system comprised of point of sale, accounting and inventory.