SUMMARY:

To obtain a position that will allow me to utilize my IT training and Customer Service background while offering the opportunity to learn and grow within a company.

SKILLS AND EXPERTISE:

• Customer Service, Team Leadership, Active Directory, Microsoft Exchange, Microsoft Office, Systems Administration, Windows 7, Windows Server 2008, Networking, Troubleshooting, Share Point, Citrix
• Microsoft Technology Associate (Windows 7, Networking Fundamentals, Security)

EXPERIENCE:

Confidential

Intrusion Detection/Prevention Analyst/Security Analyst, Durham, NC

Responsibilities:

• Monitor Intrusion Detection Systems ( Confidential ) console for active alerts and determine priority of response.
• Review all FireEye, Defense Center and Splunk dashboards for incoming Confidential alerts and document all identified problems.
• Utilize Wireshark for packet analysis for malware traffic.
• Submit malicious URL’s to McAfee trusted source and McAfee Service Portal for categorization.
• Create and review the Confidential ( Confidential Service Manager) tickets and give some suggestion if needed.
• Monitor and send block requests of DOS attack IPs.
• Utilize Sourcefire and FireEye to analyze spam and malware
• Monitor highly sensitive government data using McAfee DLP and assign proper priority to that ticket or case Number.
• Identify and escalate high - priority problems (problems that may cause harm to the client's systems) to the client's management
• Monitor problem ticket queue within the ticketing system and reassign problem tickets to the responsible components if needed
• Provide diagnosis and possible remediation suggestions to higher-level technicians who are on-call 24 hours per day.

Confidential

ITSM Team Member / Transition Manager, Cary, NC

Responsibilities:

• Serving on a team dedicated to ensuring that all ticket Service Level Agreements are met on any ticket that is assigned to the Field Services Support team.
• Tasked with the responsibility of running reports on all tickets and keeping metrics on all tickets that come in and go out of the team queue on an hourly basis.
• Assisting with the development and implementation of processes to ensure that Service Level Agreements are met on a daily, weekly, monthly basis.
• Perform Root Cause Analysis on all breached tickets on a daily basis in order to develop a solution to ensure that all Service Level Agreements are met.
• Knowledge transfer between Client and Company on standards and best practices in current environment
• Creation of all documentation gathered from Knowledge Transfer

Confidential

Shift Lead/Interim Service Desk Manager, Durham, NC

Responsibilities:

• Served as Shift Lead for new project consisting of 10 - 12 Level II support technicians.
• Provided end user support for client of 2000 employees for a worldwide company
• Key responsibilities include: Reporting of all daily, weekly, and monthly stats for the team (onshore and offshore Service Desks), generating a rotating shift schedule for the onshore service desk, providing phone support when needed, assisting technicians and support groups with technical troubleshooting, knowledge documentation, implementation planning for migration to Windows 10, Service Desk imaging of computers, facility move.
• Daily responsibilities: Troubleshooting of Office 2013 applications, Active Directory account creations, Distribution List creations and maintenance, terminations, procurement, monitoring of the Service Now tickets that are entered, ensuring that tickets are addressed on a timely manner, assigning tickets to Service Desk technicians, handling any and all escalations that come to the Service Desk.
• Avaya Site administrator account creation and phone extension assignment.

Confidential

Senior Analyst/Team Lead, Cary, NC

Responsibilities:

• Served as Team Lead/Head Trainer for 25 Level I and II Support Techs in a call center environment
• Provided end user desktop support for client base containing over 100,000 users on multiple platforms
• Troubleshot complex issues pertaining to Active Directory, MS Exchange, MS Office, Cisco Any Connect VPN, custom applications, hardware, and iPhone, Android, and Blackberry devices from start to finish and followed up with users to assure proper resolution was reached in accordance with SLA s
• Conducted user administration via Active Directory and assured accounts were in compliance with GPO
• Developed and maintained departmental knowledgebase and served as SME for all Level I issues
• Documented findings and advised senior management/specialty groups in accordance with SLA s
• Developed a Share Point Knowledge Base page for entire project to utilize
• Cisco Unity and Cisco Unified Communications Manager, password resets and phone forwarding
• Troubleshooting of Citrix environment for Portal users

Confidential, Raleigh, NC

Production Supervisor/Subcontractor

Responsibilities:

• Performed installation, and final quality assurance inspections to ensure customer satisfaction
• Ensured all materials were shipped and arrived at customer site in a timely manner.
• Processed and delivered building materials to customer sites

Confidential

Culinary Specialist 3rd class/Supervisor

Responsibilities:

• Preparation of food for 3,000 plus people
• Supervisor 8-10 people
• Inventory control
• Control of receiving, storing, and distribution of all food service materials for entire command