Austin Jones Email & Phone Number

United States

- Analyze and investigate security related data from a wide range of security devices and customer environments- Generate vulnerability reports to identify any weak points in a client's environment, and make suggestions on resolving those vulnerabilities- Compose responses and mitigation recommendations to previously undisclosed software and hardware vulnerabilities- Perform real-time alert monitoring and risk mitigation- Coordinate Incident Response (IR) support when analysis confirms an actionable incident- Investigate potential security incidents by analyzing SIEM data and comparing with tactics, techniques, and procedures covered in the MITRE ATT&CK framework

- Received a promotion from Tier 1 to Tier 2 System Administrator within two years- Investigated and analyzed reports from Nessus vulnerability scans, resulting in theidentification and neutralization of over 3000 cyber threats in a single quarter- Prioritized meticulous upkeep of LogicMonitor while working the night shift, leading to a notable reduction of unwanted notifications- Monitored endpoint, resource, and network connectivity metrics, and communicated detailsof critical events to clients in a timely manner- Collaborated with the SOC team to identify false positives for accurate SIEM monitoring- Assisted in the training process for new employees, including mentoring and creatingdocumentation for troubleshooting procedures and core job responsibilities- Followed up with customers through to issue resolution, resulting in a reduction in thetime it takes to resolve security incidents.- Acknowledged and satisfied inbound customer requests, with a high first-contact resolutionrate- Stayed updated on the latest security trends and vulnerabilities, enabling the company toproactively mitigate risks- Provided after-hours and weekend support on a rotational basis- Handled the installation of SIEM/Vulnerability Scanner agents on client systems and any required troubleshooting- Diagnosed potential issues and took a proactive approach to remediation- Helped customers by responding to tickets, emails, and phone calls- Leveraged ManageEngine, TeamViewer, Citrix, RDP, and SSH for remote access into clientsystems- Assisted on large networking equipment upgrade projects as needed- Completed Windows server administration and upkeep tasks such as patching anddocumentation review- Provided clients with timely and detailed alerts related to critical alarms, maintaining a low response time- Utilized Wireshark to analyze network traffic during troubleshooting

United States

- Provided Tier 2 support for Boeing’s financial applications with the Dell AEUS team- Supported 2 proprietary applications as the subject matter expert- Resolved end-user inquiries and created knowledge base articles using ServiceNow- Administered Identity and Access Management for access to proprietary applications- Resolved database-related incidents using SQL

United States

- Worked in an MSP with a 24x7 rotating schedule as the first point of contact for an individual requesting technical assistance- Troubleshot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more- Escalated inquires when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution- Performed remote troubleshooting through diagnostic techniques and pertinent questions- Created and updated documentation for support procedures, knowledge base articles, and troubleshooting guides.- Provided technical support and assistance to end users, including diagnosing and resolving hardware and software issues