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Technical Support Resume

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Atlanta, GA

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SUMMARY

  • Nine years of experience in information security, penetration testing, technology, security auditing, management, administrative support, and related areas.
  • Possesses advanced troubleshooting, investigative and problem solving skills.
  • Undertakes complex assignments, prioritizes tasks and delivers superior performance.
  • Operates with a strong sense of urgency and thrives in fast-paced environments.

TECHNICAL SKILLS:

Operating Systems: Kali Linux / BackTrack  Back-Box • Arch Ubuntu • SANS Slingshot  CentOS / Red Hat (RHEL) Ophcrack Live Windows (Clients 3.x - 10)  Windows (Servers 2000-2016)

Security Tools: Nmap (including NSE)  Metasploit • Recon-ng • Masscan • SET  Unicornscan  Nikto  OpenVAS  Sparta  Yersinia  Cain and Abel Burpsuite  OWASP-ZAP  W3af  SQLmap  Webscarab  Wpscan DIRB OWASP DirBuster Uniscan  Rainbowcrack  Cewl • Hashcat  Medusa  John the Ripper Ophcrack  Hydra  Mimikatz Aircrack-ng  Cowpatty EAPHammer  Wifite Kismet Bluesnarfer  Beef  Wireshark  TCPDump  Ettercap Netsniff-ng Yersinia  Backdoor-Factory  Weevely3  Veil-Evasion  Powersploit  Powershell Empire  Nishang  Dradis  Magictree  Maltego  SearchDiggity

Proficient with: MS Office Suite  Adobe Captivate  Citrix  Windows Active Directory  Adobe Connect  Jabber  Slack  TeamViewer  Rescue (LogMeIn)  Windows RDC VNC  FalconFour (F4ubcd)  Hiren’s (HBCD)  Sales Force CRM  PuTTY  SIP Traffic  VoIP  SaaS  CPaaS  HIPAA  FISMA  ITIL  PCI / DSS NIST  Risk Management Framework (RMF)

WORK EXPERIENCE:

Confidential, Atlanta, GA

Technical Support

Responsibilities:

  • Provided customer-focused support using clear and descriptive methods
  • Managed and completed projects in a timely manner
  • Determined source of problems 
  • Documented resolutions for future reference both internally and externally
  • Tracked case tickets within Sales Force Customer Relations Management (CRM) System to Document resolutions for future reference both internally and externally
Confidential,Orlando, FL

Technical Support and Administrative Specialist

Responsibilities:
  • Created advanced Excel macros for the national compliance of the “Health Insurance Portability and Accountability Act” (HIPAA) and the “Federal Information Security Management Act” (FISMA); that reduced the daily manual work to 2 hours daily (down 66.67%) saving my company 1,360 working hours in one year
  • Maintained national VA (over 28,000 employees) compliance above 99% for both HIPAA and FISMA
  • Utilized advanced Excel formulas and features (V-lookups, Pivot tables, conditional formatting) streamlining daily tasks and reports to increase productivity of entire team
Confidential,Gainesville

Owner/Lead Technician/Information Security Specialist

Responsibilities:
  • Tested small/medium sized business websites for OWASP top 10.
  • Created simple automation scripts in Python, Visual Basic, PowerShell, Batch (Windows command line) and Bash (Linux terminal).
  • Installed, configured, secured and updated operating systems.
  • Network installation, configuration, and security (hardening).
  • Installing VPN Host and Client solutions.
  • Performed: Network Vulnerability Assessments, Wifi Security Audits, VoIP security assessments, 
  • Installed/updated system protection and configured firewalls.
  • Removed viruses, malware, and ransomware.
  • Educated customers and their employees about continued safe use regarding information security.
  • Expert in installing, maintaining and supporting computer equipment.
  • Built custom computers.
  • Lead team of 7 technicians.

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