Chris Shepard Email & Phone Number

Rome, Georgia, United States

Currently working remote as an IT Security Analyst. Some of my job duties include, but are not limited to:Managing incoming and outgoing email for spamming, phishing, and other email based attacks onto the TMC Network using Exchange Admin and Defender for O365Developed and manage the internal Security Awareness Training program for TMC. We currently use the KnowBe4 platform for phish testing, training videos, click tests, and uptraining. Manage a weekly Security Committee Meeting which is a cross departmental meeting in which security incidents, needs, and other items are addressed.Run weekly KPI reports daily to look for abnormalities in the system as they pertain to logs, events, and usage.Monitor Microsoft Sentinel as a dedicated SIEM for anomalies, log events, and incidents. Assisting with development of documentation in order to help TMC achieve SOC2 Type II compliance by Summer 2024.Participate in an Agile working environment in order to ensure proper completion of projects and tasks as needed

Rome, Georgia, United States

• Provide technical assistance via ticketing queue, chat, and phone• Resolve incident tickets utilizing BOSSdesk• Monitor the SPAM email queue and use Barracuda to whitelist/blacklist as needed• Manage the email phishing campaigns by creating, monitoring, and scheduling training for all end users by using the KnowBe4 console• Assist with Security Incidents by monitoring a SIEM• Image new workstations and laptops • Administer users using Active Directory• Responsible for creating, managing, and uptraining users on phishing emails by using the KnowBe4 console. • Diagnose and troubleshoot hardware issues including computer, printers, phones, and other IT equipment• Support remote VPN access• Identify and resolved network issues• Support VoIP phones using Avaya Communicator• Create and update user IT manual documentation via KB articles• Provide support and assistance to system administrator• Work with network engineers on resolving network errors• Remotely diagnose and troubleshoot both network and end user IT issues• Apply outstanding customer service and clear communication to explain technical terms to end users• Participate in 24/7 on call, rotating, technical support

Kansas City, Missouri Area

• Provided technical support to users across enterprise level• Resolved incident tickets utilizing Spiceworks• Administered users using Active Directory and Office 365 Admin Console• Trained and educated users on new software and security protocols• Built, configured, and deployed machines for users• Used both Linux and Futon to correct database issues as needed• Diagnosed and troubleshot hardware issues including computer, printers, phones, and other IT equipment• Provided long lasting resolutions for common system errors• Created and updated user IT manual documentation• Provided support and assistance to system administrator• Managed Windows 10 Migration for the 38 users in the office• Managed IT hardware equipment inventory• Remotely diagnosed and troubleshot user VPN issues• Applied outstanding customer service and clear communication to explain technical terms to end users• Used KnowBe4 to create end user security testing and uptraining • Participated in 24/7 on call technical support for a proprietary application

Phoenix, Arizona Area

• Provided technical support to users across enterprise level• Resolved incident tickets utilizing Helpdesk and ServiceNow• Imaged all new machines via SCCM• Administered users using Active Directory• Trained and educated users on new software and security protocols• Built new user accounts in Active Directory and Exchange Server • Diagnosed and troubleshot hardware issues including computer, printers, phones, and other IT equipment• Supported remote VPN access• Identified and resolved network issues• Performed daily system checks for potential threats using Symantec Checkpoint• Supported VoIP phones using Cisco Communicator• Created and updated user IT manual documentation• Provided support and assistance to system administrator• Worked with network engineers on resolving network errors• Provided assistance in configuring routers and switches• Managed Windows 10 Migration in Phoenix Office (317 end users)• Supervised corporate IT hardware equipment inventory• Remotely diagnosed and troubleshot both network and end user IT issues• Applied outstanding customer service and clear communication to explain technical terms to end users• Participated in 24/7 on call technical support

Englewood, Co

• Resolved issues via email, phone, or chat• Resolved incident tickets utilizing ServiceNow• Manually provisioned ViaSat modems to correct installation issues• Utilized SPLUNK to monitor and predict possible errors on the ViaSat Network• Assisted with Load Balancing• Monitored ViaSat Gateway Security • Used Linux to manually remove old accounts from the ViaSat Database• Supported on-site ViaSat Installation Technicians• Identified and resolved network issues• Provided long lasting resolutions for common system errors• Logged and documented all system incidents• Created/updated Knowledge Base manuals • Assisted in gateway migrations• Worked with network engineering on resolving network errors and outages• Applied outstanding customer service and clear communication to explain technical terms • Participated in 24/7 on call technical support