OBJECTIVE:

• To obtain a position in IT management, IT Security and networking engineering where my background, and experience will be Utilized and challenged.
• My Professional Security Goal and Project Management experience
• Detect attackers’ reconnaissance activities in real time. Heighten the intelligence of Organization existing security infrastructure to find hidden patterns and relationships suggesting malicious
• Activity to better business decisions about organization cyber risks and arms the business with an essential layer of business - relevant cyber protections plan that enhances the business existing security defenses.

SUMMARY:

• Under general direction, responsible for the acquisition, installation, maintenance and usage of the wide and local area network
• Manages network performance and maintains network security, DLP Security, Ensures that security procedures are implemented and enforced, installs all network software, evaluates
• Develops and maintains telecommunications systems, troubleshoots network problems, establishes and implements network policies, procedures and standards and ensures their conformance with information systems and company’s objective
• IT Risk Management, IT Operations, or IT Audit Methodology
• Knowledge of ISO 27000 frameworks, BITS SIG, or COBIT/SOX IT control testing.
• Knowledge of security controls for the handling of Personally Identifiable Information (PII) data.
• Knowledge of regulations and security compliance requirements affecting financial institutions
• Providing best practices and guidance on IT Infrastructure Controls Assessments
• Executing and evaluating infrastructure controls assessments and evidence for controls gaps and assisting with the documentation of any required remediation plans
• Driving the design and implementation of effective continuous testing and reporting processes and tools for infrastructure controls
• Proactive monitoring of internal and external-facing environment using specialized security applications
• Provide timely, comprehensive and accurate information to Incident Response Manager in both written and verbal communications
• Develop the requisite expertise, knowledge, and ability to perform independently through mentorship; mentor and share expertise with junior staff
• Driving the continuous improvement of the IT Infrastructure Controls Assessment process and documentation
• Monitors and responds to complex technical control facility hardware and software problems utilizing a variety of hardware and software testing tools and techniques. Provides primary interface with internal analysis and support to ensure proper escalation during outages or periods of degraded system performance. Provide network server support. DLP and NAC implementation and configuration, Cisco ACE Web Application Firewalls
• Providing guidance and for less experienced engineers
• Understanding of X.509, RSA and general management processes
• Solid experience with public key infrastructure (PKI) and Experience with lifecycle management, such as Venafi TPP.
• Solid experience with Microsoft Services
• Experience with commercial Authority providers
• Experience authoring Polices and Practice Statements (CP/CPS) and Strong proficiency in cryptography
• Implement, Configure, Maintain, Fine Tune & Troubleshoot Symantec Data Leak Prevention (DLP) Solution.
• Implement, Configure, Maintain, Fine Tune & Troubleshoot Network Access Control (NAC) Solution.
• Administrated of server technologies (HP blades, VMware, dedicated server hardware, cloud) Detected and mitigated of SQL injection attacks
• Detected and mitigated of DDOS attacks, Implementation and configuration of Source Fire: Next-Generation Intrusion Prevention System (NGIPS), with network visibility into hosts, operating systems, applications, services, protocols, users, content, network behavior and network attacks and malware. Next-Generation Intrusion Prevention System with integrated: Application control, Malware protection and URL filtering
• Detected and mitigated of malware attacks, Incident response and DR Disaster recovery expert, Cisco ISE, Sourcefire IDS, Bluecoat, ASA firewall, UDeploy. Urbancode, DevOps
• F5, ICE, PCI and Cisco Security Malware Root kit Trojan Worms, Malware DLL Injection, Experience working withForescout (Fore scout), Cisco ISE and SSL VPM experience
• System Administration, System Engineering, Linux/Unix administration to include:Checkpoint firewall, Barracuda Web Application Firewall, RSA /Symantec DLP, Cyber Ark PIM
• Cisco Nexus series switches and routers, Nexus, 6500s, Prime, Nexus, Routing, Switching, Load balancer, Wireless.
• Public and private cloud architecture from Network & securityperspective
• Understanding Splunk language (SPL)
• Experience with Amazon Web Services (AWS), Arc Sight security analytics and log management
• QRADAR SIEM Rule Tuning, Custom Security Alert Creation, Custom Security Reports, Audit Support
• Log Parsing, Log Collection and Tuning
• Dashboard Creation, Updates, Fixes Remote Hands-On Support, Daily Reviews

TECHNICAL SKILLS:

Operating Systems: Windows 7, XP UNIX, Linux, Nokia IPSO, SPLAT NGX R65, R70,R71,R75,Provider 1,Check Point R75SPLATand Software blades technology.

SecurityTools: NMAP, Wireshark, Nesses Secure Center, Snoop, Tcpdump, Proxy application. FireEye

Vulnerability Scanning Tools: Qualys,Trustwave(CenzicHailstorm),HP-Fortify,Splunk, RedSeal. Tripwire

Intrusion Detection Systems: MacAfee, Juniper, Air magnet,CheckpointIPS/IDS, Weasel correlation tool,MacAfeeNitroIDS,Source Fire. Implementation and configuration of Source Fire Next-Generation Intrusion Prevention System (NGIPS) with network visibility into hosts, operating systems, applications, services, protocols, users, content, network behavior and network attacks and malware. Next-Generation Intrusion Prevention System with integrated Application control, Malware protection and URL filtering

Firewalls: CheckpointVPN-1/FW-R75 with Cluster/Secure XL, VPN, Watch guard Firewalls, Interlock Firewall, Cisco ASA andCisco FWSM,Palo Alto, Juniper SRX Series.

DNS Servers: BSD and Linux based Internal and External Signature of Authority (SOA)

Load balancer: F5 Bigips LTM and GTM. LEM, FIM, Nexus, 6500s, Prime, Nexus, Routing, Switching, Wireless

Audit software and tools: CheckpointEventia Reporter, Tufin solutions for Revision control and Best practices, log logic, Manager.

EmailSecurityServices: Message Labs, Cisco Iron Port, Anti-Virus, Anti-Spam, Image Control, Client Server.

Monitoring tools: Qualys,HP Open view,what’supGoldService Exchange Citrix Network Segmentation NSXImage deployment using Symantec, UDeploy Urbancode, DevOps

Software Applications: Virtualization Software, MS Office suites, MS Project, MS Front Page, MS Visio, SMS, Lotus Notes, Remedy, ETMS, Manager, SharePoint.

Protocols: TCP/IP, FTP, SNMP, SMTP, ICMP, RIP v2, OSPF, IKE, EIGRP, NAT/PAT, ACL.

PROFESSIONAL EXPERIENCE:

Senior Consultant

Confidential

Responsibilities:

• Detect attackers’ reconnaissance activities in real time. Heighten the intelligence of Organization existing security infrastructure to find hidden patterns and relationships suggesting
• Malicious activity to better business decisions about organization cyber risks and arms the business with an essential layer of business-relevant cyber protections plan that enhances the business existing security defenses.
• Firewalls, Proxies, Web Gateways Unified Threat Management Data Loss Prevention Enterprise Encryption Solution Splunk Integration DCS: Data Center Security Certified Symantec Critical System Protection Certified

Confidential, VIRGINIA

Cyber Security Engineer

Responsibilities:

• Providing security engineering support for the infrastructure and applications across multi-site enterprise and data center environments; including engineering on data encryption, data masking and database monitoring
• Work closely with technology and business stakeholders to understand goals, determine security requirements, design and implement solutions to meet business objectives, IT strategic initiatives, corporate and regulatory requirements.
• Perform the technology planning, design, implementation and L3 support of IT Security solutions including PKI, Checkpoint Endpoint Security, Splunk, Bromium, and other security tools. Protect and secure company resources in the cloud, virtual and physical infrastructures.
• Manage PKI Project, Splunk integrated system logs, Bios.
• Managing Symantec DLP DAR, End Point, AWS implementation and configuration
• Support the security risk assessment of applications and infrastructure; including remediation of incident response, vulnerability analysis and threat intelligence.
• Cyber Ark Risk management s of new versions in Vormetric and Informatica DDM
• Coordination with Information Security team to ensure solution assurance and compliance to security policy, procedures, standards and baseline security configuration
• Planning, designing and implementing of PKI, PKI, multi-factor authentication, X.509 token, single sign-on, federated identity, and management solutions.
• Scripting tools to automate routine tasks in Remedy and Blade Logic, scripting languages - JavaScript, Perl, python, shell scripting
• Manage IAM tools such as TAM, OIM, and Sailpoint, Cyber Ark.
• Manage of information security standards (ISO, NIST) with an emphasis on NIST .
• Varied operating systems - UNIX, Linux, Windows
• LDAP, Networking, firewall, load balancing, Federated Identity.

Confidential, GEORGIA

Symantec Data Loss Prevention Security Engineer

Responsibilities:

• Deliver DLP implementation project including full PLM deliverables: requirementsDesign, testing, pilot and global implementation
• Develop incident response workflow for DLP incidents as raised through DLP tool.
• Define policy/rules for the DLP solution and refine them as DLP strategy matures. Analyze reports from DLP tool and provide metrics to management.
• Document solutions and help documents as needed for future DLP Analysis team.
• Creation of DLP policy, Data at rest scanning
• Collaborate with other Information Security and IT team members to develop and implement innovative strategies for monitoring and preventing attacks.
• Develop appropriate metrics key risk and performance indicators) to measure the monitoring program and related process.
• Develop/Monitor basic IDS/IPS rules to identify and/or prevent malicious activity.
• Develop and test new correlation content and use cases using SIEM filters, rules, data monitors, active lists, and session lists conduct research of emerging security threats.
• Propose additional components and techniques that could be used to proactively Detect and prevent malicious activity.
• Provide other services as a key member of the Cyber Security Operations Team:
• Security review and administration of changes to networks
• Manage various audits regulatory requirements System troubleshooting, Service management, checkpoint firewall
• Event Management/SIEM Management Respond to and, where appropriate, resolve, remediate or escalate reported security incidents
• Oversee the monitoring of system logs, SIEM tools and network traffic for unusual or suspicious activity. Interpret such activity and work with other IT functions on remediation Investigate and resolve security violations by providing postmortem analysis to illuminate the issues and possible solutions
• Maintain logging to SIEM solution, work with security and IT team to onboard data from key applications and servers and tune/adjust logging form event sources
• Collate security incident and event data to produce and publish exception and management reports
• Identity and Access Management
• Oversee the monitoring of internal security control systems to ensure that security standards and appropriate information access levels are maintained
• Perform or assist with regular audits on end-user accounts, permissions and access rights for all critical systems.
• Design and manage identity and access management processes.
• Maintain and implement role based administration program.
• Infrastructure Protection
• Participate in infrastructure projects to develop, plan, and implement specifications for network and distributed system security technologies in support of key information systems
• Primary role and oversight in the management of firewalls, intrusion detection systems, switches and routers
• Download and test new security software and/or technologies
• Support data encryption deployments, including key management
• Evaluate and recommend secure remote configurations
• Research threats and vulnerabilities and, where appropriate, take action to mitigate threats and remediate vulnerabilities
• Review, assess, and mitigate penetration tests and vulnerability assessments on information systems and infrastructure
• Monitor security vulnerability information from vendors and third parties
• Ensure network security diagrams are created and maintained.
• Support information security architectural requirements
• Develop and maintain documentation for security systems and procedures
• Participate in information security working groups
• Leverage industry best practices to create, maintain, and document security baselines and standards
• Security event logging & monitoring analyzers o Intrusion Detection/Prevention System (IDS/IPS) and firewall logs
• Performs system and network security audits
• Anti-virus products and central console

Confidential, Reston, Virginia

Network & Cyber Security Engineer

Responsibilities:

• Provides direct support of Symantec Network and Endpoint DLP systems including Linux based Symantec Enforce, Defender, Discover and Monitor servers as well as their Oracle support database server.
• Provide operational engineering support for Symantec Endpoint DLP clients deployed throughout the client enterprise and network monitoring/DLP monitoring systems including assisting in issue resolution, implementing DLP system/client upgrades and working with support groups to resolve conflicts between DLP and other protection mechanisms.
• Interpret and respond to issues related to DLP activity including integrating with alerting systems, adjusting policies to support customer DLP requirements, support the customers regular and ad-hoc reporting requirements.
• Coordinate with other organizations, both internal (CSIRT/SOC), and manufacturer support (Symantec); assist with advanced issue resolution across the enterprise.
• Interpret DLP alerts and modify these policies to reflect client requirements
• Technical writing experience: Installation/Deployment Procedures
• Networking: Working with BIG-IP LTM, GTM, and Viprions
• Configuring advance load balancing algorithm
• GLB Resonate UNIX/ Linux Environment
• Working knowledge SSL PKI, Solarwinds Log & Event Manager, Network Configuration Manager, Patch Manager
• Implementing routing protocols including BGP, EIGRP, OSPF, IP Multicast, MPLS Nexus, 6500s, Prime, Nexus, Routing, Switching, Load balancer, Wireless .
• Researching and recommend performance improvements for the customer’s IT network infrastructure environment
• Evaluating existing systems and/or user needs to analyze, design, recommend, and implement system changes
• Analyze and recommend appropriate network upgrades to support future requirements.
• Develop key life-cycle documents and diagrams as required to support new projects including Concepts of
• Operations, Analysis of Alternatives, requirements specifications, and design specifications
• Design/Configure Firewalls and Load Balancer as required

Confidential - Herndon, Virginia

Network Services Engineer

Responsibilities:

• Network administrators write scripts and applications that access Active Directory Domain Services to automate common administrative tasks, such as adding users and groups, managing printers, and setting permissions for network resources
• DLP and NAC implementation and configuration
• Implement, Configure, Maintain, Fine Tune & Troubleshoot Data Leak Prevention (DLP) Solution.
• Implement, Configure, Maintain, Fine Tune & Troubleshoot Network Access Control (NAC) Solution
• Proven ability to develop scalable solutions based on hands-on experience and savvy ability to anticipate customer expansion needs and solve critical problems expediently and effectively during crisis situations.
• Served as the liaison between customers, sales personnel and operational staff to effectively communicate the needs of the customers according to agreed-upon configuration plans
• Manage ghost cast deployment and equipment restoration from hot site to production site.
• Administrating Servers, Switches, Routers, Proxy, F5-BIG IP and Monitoring NOC/SOC Activities
• Supporting Cisco Identity Services Engine - ISE
• Supporting Terminal Access Controller Access-Control System - TACACS+ and RADIUS Comparison, Dhcp, Vlan, Firewall, Nat, Packet Tracing, Bgp, Load Balancers, Smtp, Dns, Vyatta Routers, Brocade Switches, Soft layer, Rhel 7, Windows Server 2012, python Programming

Confidential, Alexandria, Virginia

SOC Engineer

Responsibilities:

• Lead engineer relocating multiple server rooms to a consolidated datacenter
• Applied various technologies to identify server and application dependencies
• Developed and executed move event criteria and communication plan throughout the lifecycle of the project
• Validated application test plans using various network tools reducing risk and minimizing end-user impact
• Worked with network team to identify potential impact of new IP addressing scheme as a result of the relocation
• Application components were isolated via VLAN with new addressing and transaction performance
• Developed and implemented single-vendor and multi-vendor enterprise network management architectures using industry and vendor best practice methodologies
• Lead NSM teams responsible for design, implementation, administration, and management of enterprise system
• Interfaced with customer to define critical business applications
• Developed support documentation and conducted operations for deployed solutions
• Designed and implemented a high-availability enterprise DNS and DHCP, and IP management solution for global telecommunications company
• Cisco ISE, Implementation and configuration of Source Fire: Next-Generation Intrusion Prevention System (NGIPS), with network visibility into hosts, operating systems, applications, services, protocols, users, content, network behavior and network attacks and malware. Next-Generation Intrusion Prevention System with integrated: Application control, Malware protection and URL filtering
• IDS, Bluecoat, ASA firewall, F5, ICE, PCI and Cisco Security
• Support Palo Alto Firewall and Aruba Networks Technology Segment Infrastructure
• Support Cisco Firewall and Juniper Networks Technology Segment Infrastructure
• Integrated solution with corporate Active Directory implementation
• Developed and validated failover test plan and worked with global deployment team to implement solution and execute scheduled failover testing.
• Implementing and Configuring TCP/IP, DNS Architecture, Server Load Balancing, Routing, Switching, NOC /SOC Network Security, Web and Mobile Applications.
• Windows and UNIX Operating System Administration
• Implemented and configured Windows 2008 R2 Server
• Implemented and configured Windows 7 in large scale corporate environment
• Maintained Active Directory AdministrationBuilt servers in VMware VSphere environment
• Administrated MS Exchange 2010
• Experience with F5 LTM/GTM expertise (v11.x)
• Maximo’s ticketing system, PeopleSoft Financials and PeopleSoft HR
• P 2 V and V 2 P Servers Protections via Confidential Snap-Shot Backup and recovery
• Design, Implement and Configure LAN/MAN/WAN and Wireless Networking
• Install / Configure Cisco Switches, routers and Firewalls
• Install, configure, and manage Cisco firewalls (ASA 5500 series, PIX, FWSM).
• Experience with Cisco CSS or other load balancer technologies and F5 BIG IP
• Install / Configure Brocade Switches, Routers
• Setup, configure and manage all Brocade SAN switches
• Install / Configure Juniper Switches and Firewalls
• Install / Configure and Monitor Juniper Networks SSG Series ( SSG350M Appliance / SSG550M Appliance)
• Data Center DMZ design and implementation
• Configure and troubleshoot IDS/IPS, VPN, Content Filtering Solution, and Firewalls
• Install / Configure Wireless networking and Monitor AP’s Traffics
• Monitor and Mitigate Large-Scale Multi-Sites Networking Using CA Spectrum Management
• Design, configure and deploy Brocade Mobility RFS6000 wireless controller and access points.
• Knowledge of routing protocols, especially BGP (Border Gateway Protocol

Confidential - Washington, Dc

Sr. Network Security Engineer

Responsibilities:

• Develop and implement enterprise network architectures using industry best practice methodologies
• Design, implementation, administration, and management of enterprise IT service management solution
• Support Palo Alto Firewall and Aruba Networks Technology Segment Infrastructure
• Support Cisco Firewall and Juniper Networks Technology Segment Infrastructure
• Cisco ACE Web Application Firewalls
• Configuring, deploying server load balancers and Configuring, deploying reverse proxies
• Configuring, deploying internal and external DNS services
• Support Palo Alto Networks and Aruba Networks Technology Segment Infrastructure
• Perform administration and preventative maintenance of all F5 Networks BIGIP LTM equipment deployment
• Administrating ISA Server and F5 BIG IP Proxy, http, https load balancing, Dhcp, Vlan, Firewall, Nat, Packet Tracing, Bgp, Load Balancers, Smtp, Dns, Vyatta Routers, Brocade Switches, Soft layer, Rhel 7, Windows Server 2012, python Programming, Administrate F5 BIG-IP LTM/GTM/APM Load balancer and security solution
• Administrate Blue Coat ProxySG as Reverse Proxies, Cisco ISE, Source fire IDS, Bluecoat, ASA firewall, F5, ICE, PCI and Cisco Security, Cisco ASA: ACL's, Group Policies, AD Integration
• VPN: Cisco any connect, SSL VPN, NAT, AAA
• Cisco Client: 802.1 xs, MAB. Profiling
• Guest Access, User Access
• Device Authentication: based authentication, Admin Node Maintenance
• OS updates and maintenance., Posturing
• Supporting Routing and Switch
• Manage Open Web Application Security Project (OWASP), Arc Sight security analytics and log management
• Manage and Monitoring Security Information and Event Management (SIEM)
• Contributes to incident resolution by diagnosing and troubleshooting the incidents
• Understanding of how hardware design contributes to threat mitigation
• Detected and mitigated of SQL injection attacks
• Detected and mitigated of DDOS attacks
• Detected and mitigated of malware attacks
• Implemented Pro IPS System to diverse set of networked applications requiring application traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, ANYCAST services
• DMZ Network infrastructure knowledge including topology, security policies, firewalls and the L2/L3 switch and router infrastructure is required.
• Data Center DMZ design and implementation
• Monitoring and Fore Scout Counteract is security control platform
• Use Spectrum Security to manage and monitor multi sites network traffics
• Use Aruba Software to manage and Monitor multi sites wireless networking
• Secure switches and Physical Ports using NOC Authentication Technology
• Build and support security related infrastructure systems Performance Engineering
• Conduct network application readiness assessments of new and existing enterprise applications
• Manage Open Web Application Security Project (OWASP)
• Security Information and Event Management (SIEM)
• Monitoring and Fore Scout Counteract is security control platform
• F5 BIG IP and Proxy, http, https load balancing
• Data Center DMZ design and implementation
• Symantec NAC Implementation and security project management
• Implementing Symantec access control management solution strategy
• Use Spectrum Security to manage and monitor multi sites network traffics
• Use Aruba Software to manage and Monitor multi sites wireless networking
• Secure switches and Physical Ports using NOC Authentication Technology
• Build and support security related infrastructure systems
• McAfee antivirus, spam, spyware protection, virus protection, virus removal and application security
• Analyses of NSESSUS Vulnerability Management Scanning
• Knowledge of ISO 27K, IT Controls, CobiT, and Sarbanes-Oxley
• Maintain and monitoring Web Defend firewall logs and application for vulnerabilities
• Configure Endpoint SEP12 (Symantec endpoint protection 12) Cisco Security Agent (CSA)
• Mitigating any vulnerabilities in the Web application firewall and set rules for each of the applications
• Administering user’s digital rights management of identified documents
• Experience with the security issues surrounding SOA and web services, and the ability to architect solutions
• Provide Cyber security and Information Assurance program support
• Develop, test, and operate firewalls, intrusion detection systems, enterprise anti-virus systems
• Safeguard networks against unauthorized infiltration, modification, destruction or disclosure
• Design, Implement and Monitor NOC (NETWORK OPERATION CENTER)
• Information Assurance Logs conversion to Management reporting and presentation
• Expert in DLP Data loss prevention and Disaster Recovery Plan
• Expert in Incident response Event Management
• Inspector: DOD Network and Organizational Inspection Program (OIP)
• Expert of Design and implement Robust Security Systems According to NIST, ISO-27001Expert DOD IA and Accreditation Process (
• DIACAP)

Confidential, Reston, Virginia

SOC Analyst

Responsibilities:

• Providing a single portal for all operations tools improving the efficiency of the NOC & SOC
• Implemented a continual improvement process designed to mature the capabilities of the management solution based upon feedback from NOC Team Leaders
• Developed reports reducing the NOC turn-over time between shifts by consolidating multiple data sets into a single format clearly defining the incident status
• Provided network support for other IT business initiatives, implementations and rollouts
• Manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved.
• Designing, deploying, maintaining complex wireless data networks for indoor and outdoor
• Support Palo Alto Networks and Aruba Networks Technology Segment Infrastructure
• Understanding of IEEE 802.11 standards including 802.11a, 802.11b, 802.11g, 802.11i and 802.11n
• Understanding of all wireless security practices and fundamentals covered in 802.11i
• Knowledge of and direct experience deploying and configuring Cisco Wireless LAN Controllers
• Designing and implementing a Cisco 802.11 a/b/g/n network infrastructure that support various 802.11 client
• Understanding of the Proxim wireless AP system configuration and architecture
• Performing an RF analysis which identifies RF sources of interference which can affect the performance
• Conducting wireless site surveys for Cisco 802.11 a/b/g/n Wi-Fi infrastructure deployments and direct experience resolving interference issues
• Monitor and Mitigate Large-Scale Multi-Sites Wireless Networking Using ARUBA Management

Confidential, Richmond, Virginia

Service Desk Manager

Responsibilities:

• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%)
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) material for support staff.
• Asneeded, schedule employees working times and provide backup support. Interact with internal and external customers. (20%)
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
• Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%)
• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization, Advise management on situations that may require additional client support or escalation (20%)
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility.
• Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)

Confidential, Crystal City, Virginia

Help Desk Lead

Responsibilities:

• Delivery of End User computing support, This includes support for all computers, printers, mobile devices, applications, IP telephony and their corresponding network connectivity,
• PC IMACs (Installs, Moves, Adds & Changes) so as to meet contractual Service Level Agreements for all identified clients providing outstanding customer service satisfaction, and timely resolutions within the organizations budget
• Provided software and hardware application support to end-users
• Maintained inventory of parts and supplies, PC troubleshooting and repair experience
• Supported local and network printers, Responsible for configuring, installing, and maintaining PCs
• Provided technical support and break/fix services to over 700 remote clients
• Maintained inventory and accountability of IBM computers on site
• Utilized software tools diagnosed vast of amount malfunctioned units on-site and remote areas
• Interacted with third party vendors for repairs, updates, part requests and services
• Coordinated and planned scheduled new major installs, configurations, migrations and utilized Symantec

Confidential, Glenside, Pennsylvania

Desktop Support Manager/Owner

Responsibilities:

• Lead and develop internal NTT staff at multiple campus locations
• Maintain a high level of employee moral within the team
• Participate in the development of vendor contract and service requirements
• Manage and monitor vendor performance against Service Level Target compliance
• Manage\Monitor PC Lifecycle to include lease refresh, data transfer & break\fix work
• Manage the IMAC process
• Manage Helpdesk, Desk-side and Remote support services
• Maintains defined Customer Satisfaction Survey process, reporting and issue resolution