Duties I completed on my team included:• Working with app owners and tech leads to decrease vulnerabilities found by security scans• Work with app owners and tech leads to confirm their devices were in compliance with Cyber Security scanning software installations• Correspond with Cyber Security to get current guidelines and security standards that need to be implemented• Work with app owners and tech leads to ensure SAST scanning was set up and scheduled to run on their build repositories• Review SAST scans with tech leads and their teams to bucketize and strategize found code vulnerabilities• Identify and catalogue application infrastructure, CI/CD pipeline process, and current security practices for a starting point to help increase security compliance• Use Spotfire to general a one-stop shop for security compliance reporting for CIOs, app owners and tech leads• Identifying ways to automate patching for on-prem and AWS hosted applications

Converted to Help Desk Administrator for Fast Track It. Duties include:• Handling tickets for break fix issues as well as requests for access and hardware.• Troubleshoot issues with Macs, windows 10 machines and iOS devices.• Place orders for new hardware• Configure new iPads and enroll them in DEP and Meraki system manager MDM.• Work with a network as a service vendor for network infrastructure upgrades and rolling out network installs at newly opened locations.• Work with an ISP broker to upgrade or acquire service at our new and existing locations.• Migrating the company cell phone account to a new account.• Configure AWS EC2 instances in QA and Staging for testing of the application teams changes to their new apps.• Assist with manual deployments into the QA and Staging environments.• Manage and plan AWS infrastructure for existing and new features and applications/apis from the application team in coordination with the Sr developer.

Helpdesk analyst contractor for Fast Track IT. Duties included:• Handling tickets for break fix issues and requests for accesses and hardware.• I evaluated old hardware to see if it was still useful for the business needs.• I configured iPads with software needed to do warehouse duties• Took existing hardware and inventoried it in fresh service.• Placed orders for approval to acquire hardware we needed• Routed app specific issues to the app team.• Reboot FileMaker servers when there was an issue that caused them to crash• Was part of a panel to assist in the creation of ITIL backed service desk for Fast Track IT.

I answer any level 1 analyst questions, coach level 1 analysts when there is a behavioral or procedural issue. I route tickets sent to level 2 to the proper resolver groups for new and uncertain analyst. I assist with tracking Average speed to answer of email contacts and chat contacts as well as occasionally help with morning reporting when Process Lead is out. Pull tickets and calls to look for areas of improvement for analysts to help them succeed at their job. I also take over calls when a supervisor is request as well as hop into the call queue when we have a high call queue. I interact with the client when there is an outage to make sure we can get the issue addressed, put up a front end regarding the issue and create a master ticket for tracking the number of calls while the outage is occurring.

Logging all incidents in a ticketing system, troubleshoot callers issues to resolution or escalation, primary trainer for the desk, Create VPN software tokens, assist other analysts with questions and problems, run the emails that come into the shared email box, change names on phones and set up voice mail, working special projects as requested. Run the email mailbox for the help desk to make sure the emails are made into tickets as soon as possible and completed. Run end of month reporting to make provide statistics to the client. Assist other Level 1 analysts with questions they may have their calls.

Troubleshoot customers service problems, Logging all incidents into a ticketing system, following a work flow program to a resolution.

Install and repair phone and internet services for cable customers.