I enjoy technology and I have a strong passion for creating, building, and troubleshooting technology and all forms. I am an expert an IT Security, networking, firewalls, AWS, and computer repair.

• Develop IT policies and practices.• Budgeting for IT Department.• Supervising and mentoring IT department employees and/or contractors, as well as providing IT support.• Manage helpdesk staff and monitor ticketing system to ensure timely resolution of issues and the highest level of employee satisfaction.• Manage contracts with vendors (e.g. development platforms, telecommunication companies, password managers) and software licenses• Implementing security protocols and procedures to optimize computer systems.• Monitoring and maintenance of the network infrastructure and servers.• Upgrading, installing, and configuring new hardware and software to meet company objectives.• Creating and implementing data encryption standards.• Documenting current IT processes and creating new processes and procedures• Developing data retrieval and recovery procedures.• Ensure data integrity and data is being backup• Designing and implementing efficient end-user feedback and error reporting systems.• Constantly updating CEO and COO with best practices in IT administration and upcoming technology.

• Experience with Cisco security solutions to include AnyConnect VPN, Network AMP, endpoint Amp, Cisco ASA, Cisco Web Security Appliance, Cisco IronPort Email Security Appliance, and FTD firewall.• Experience with building and managing AWS Transit Gateway, AWS FTD, AWS WAF, and AWS Load Balancers and AWS route tables, security groups, and roles. • Ensure Patch Management for endpoints.• Responsible for emergency response as needed to correct system failures • Provide user training, technical documentation, and support for IT staff and users• Monitors network traffic and make necessary recommendations for additional resources or hardware• Assist compliance and legal with privacy and legal incidents• Create, conduct, and monitor monthly phishing simulation test• Conducts forensic analysis and investigations• Updates and maintains the Security Incident Management Plan• Educates, trains, and supports end-users and IT staff in good security practices and procedures.• Facilitates training process by recommending and researching opportunities for the team• Recommend changes to security policies/procedures• Nexpose Administrator, configuration, and installation• McAfee Administrator, configuration, policies, installation, and upgrades• Data loss prevention administration using McAfee DLP and Cisco Email Security Appliance • Leads the team in the identification of gaps in coverage for potential threats against Healogics and recommends tools to fill those gaps• Notifies IT operations groups of vulnerabilities within their systems, raises awareness of security alerts that could affect systems they manage, and provides recommendations on mitigating/removing the vulnerabilities• Provides implementation support for risk assessment and data security procedures and products• Reviews the identification of network security issues and coordinates the response in accordance with the Security Incident Management Plan

• Educates, trains, and supports end-users and IT staff in good security practices and procedures.• Facilitates training process by recommending and researching opportunities for the team• Recommend changes to security policies/procedures• Nexpose Administrator, configuration, and installation• McAfee Administrator, configuration, policies, installation, and upgrades• Firewall monitoring using cisco firepower• Leads the team in the identification of gaps in coverage for potential threats against Healogics and recommends tools to fill those gaps• Notifies IT operations groups of vulnerabilities within their systems, raises awareness of security alerts that could affect systems they manage, and provides recommendations on mitigating/removing the vulnerabilities• Develops guidelines for the usage, control\maintenance, and auditability of information and computer resources• Reviews the identification of network security issues and coordinates the response in accordance with the Security Incident Management Plan• Conducts forensic analysis and investigations• Updates and maintains the Security Incident Management Plan• Works with business lines to identify initial access security requirements. • Identifies possible solutions to satisfy customer requirements and security policy standards• Provides guidance to staff as appropriate• Responsible for emergency response as needed to correct system failures Provides user training, technical documentation, and support for IT staff and users• Monitors network traffic and make necessary recommendations for additional resources or hardware• Assist compliance and legal with privacy and legal incidents• System administrator Phishing simulation software called Knowbe4• Review and complete security surveys and questionnaires• Review and complete security surveys and questionnaires. • Configure and monitor Cisco Web Security Appliance. • Configure and monitor Cisco IronPort Email Security Appliance.

• Directly supervises help desk and call center personnel.• Consults with management to analyze help desk and call center needs for support operations, to determine scope and priorities of projects, and to discuss staffing needs.• Negotiates and contracts with consultants, technical personnel, and vendors for services and products.• Provides support to end users in the selection, procurement, usage, and maintenance of software programs and hardware.• Reviews reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact, and address problems.• Primary responsibility is user support and customer service. Ensure staff is present and visible at the Help Desk/Call Center and available to users requiring technical assistance.• Assist with the fundamental operation of commonly used software, hardware, and other equipment.• Develop standard Help Desk operating procedures; ensure staff accurately logs all Help Desk contacts using call tracking software.• Accept general responsibility for the user technical support issues.• Conduct Help Desk/Call Center training sessions as needed.• Become familiar with available help resources; stay updated on technology changes or problems.• Become familiar with Healogics policies, services, and staff.• Maintain reasonable discipline and decorum in the Help Desk area.• Other duties as assigned by the Director IS Operations or other Healogics staff.• Train and assist staff in using hardware and software efficiently• Troubleshoot any routine problems that staff cannot fix on their own, such as a problem with the printer or a computer

• Resolution of escalated and higher level requests• Train new Customer Service Representatives on job requirements and day to day procedures. • Assist in deployment of software releases, including creating documentation and education curriculum materials for employees and customers• Assist in the creation and maintenance of tools for Customer Service Representatives in the form of internal training documentation• Participate and lead in webinar training sessions and provide customer support at site visits • Acknowledge and appropriately greet and assist every customer in a courteous, efficient and timely manner• Maintains customer records by updating account information. • Trains, explains tasks and assists in the solution of problems with professionalism and good communication skills• Receives employee and customer requests by telephone or email, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the requests to the proper person• Thoroughly log all customer requests using the incident tracking software.• Manage time effectively, meet personal goals and work effectively with other members of the IS department.• Maintain proficiency in using personal computer, common office equipment and software• Become familiar with and follow company policies and procedures.• Identify, research, and resolve customer issues using the computer system.• Follow-up on customer inquiries not immediately resolved.• Recognize, document and alert the supervisor of trends in customer calls.• Recommend process improvements.• Be present and visible at the Help Desk and available to users requiring assistance.• Attend all Help Desk training sessions. • Become familiar with available help resources; stay updated on technology changes or problems. • Participate as a key team player by supporting operations as needed.• Enforce all IS policies.• Perform other duties as assigned.

• Assist with maintaining technology equipment inventories and technology ordering.• Provide user support and customer service. • Be present and visible at the Help Desk and available to users requiring technical assistance. • Respond to questions from callers with technology problems in offices, training rooms, and remote locations; assist in person or by phone with level 1 and level 2 situations. • Assist with the fundamental operation of commonly used software, hardware, and other equipment. • Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using ticket tracking software. • Accept general responsibility for the user technical support issues.• Enforce all IS policies. • Attend all Help Desk training sessions. • Become familiar with available help resources; stay updated on technology changes or problems. • Become familiar with DCS policies, services, and staff. • Direct calls to appropriate DCS staff as necessary. • Maintain reasonable discipline and decorum in the Help Desk area. • Other duties as assigned by the Help Desk Lead or other DCS staff.• Train and assist staff in using hardware and software efficiently • Troubleshoot any routine problems that staff cannot fix on their own, such as a problem with the printer or a computer

-Responsible for answering inbound calls from patients; -Notify the Doctor or Nurse of any problem that requires escalation.-Work directly with the doctor in the office and via phone support. -Use computer application to document all patient care.Search and update electronic medical records for every patient.-Keep phone log of all patients who called and document care provided in EMR.

-Responsible for supervising a team of twelve Corpsmen providing direct care to 911 patients at the Naval Hospital.-Work directly for ER doctors and provide patient care.-Provided training including; IV insertions, phlebotomy, HIPAA and JACHO compliance.-Triaged medical appointments by determining the priority of patients’ treatment due to their condition severity.-Document all patient care in EMR.-Provided medical assessments for patients including; taking vitals, performing neurology assessment, motor response and pain assessment. -Recognized by the Commanding Officer and the Command Master Chief for the Most Valuable Player for March, 2009.-Received a Letter of Appreciation from the Emergency Medical Department in October, 2008 for passing the JACHO inspection.