Responsible for incident response and investigation including preparation, documentation, and coordination with teammates and other teams, assisting with the response (e.g., containment, eradication) and recovery as well as any necessary post-incident activities.Develop procedures related to the review of vulnerabilities such as implementing policies in Automox to patch and update softwareProvide subject matter expertise to clients and helped implement security-focused tools.Serves as an advisor and subject matter expert on identified information security issues, projects, or any other initiative that may have an information security implication.Performed documentation review and improvement, various projects, and attended meetings as needed. Oversaw and handled onboarding/off boarding of new clientsVetted, selected, implemented, and administered a new NMS tool which improved monitoring and provided real-time visibility into performance. Created detailed reports outlining the findings of investigations into security events or incidents.Performed incident response and root cause analysis on security incidents.Maintained up-to-date knowledge of cyber threat landscape by researching latest attack trends and techniques used by attackers.Proficient with a wide range of security technologies including cloud and on-premise, not limited to: SIEM, malware analysis and protection, content filtering, access control, access management, data loss prevention, vulnerability scanners, security incident management, and identity management.Develops ongoing awareness campaigns for cybersecurity awareness program.

Assists in the new-hire process by providing technical writing on new hiredocumentation including Microsoft Office and internal office applicationsinstallation and use.Installs and performs repairs to hardware, software, or peripheralequipment, following design or installation specifications.Updates job knowledge by participating in educational opportunities;reading professional publications; maintaining personal networks;participating in professional organizations.Manages intern program by providing guidance and ensuring continuedgrowth, teamwork, accountability and collaboration.Responsible for implementation of Epic: Setting up classrooms withmonitors and computers, imaging all required devices, and TDR testingcomputers in hospital to prepare for Epic switch over.Maintains passwords, data integrity, and files system security for thedesktop environment.On-call to assist in the resolution of system functionality, priority accessrequests.Contributes and is active in achieving – Departmental goals, SLAattainment, and Corporate TAT (Turn-around time).Performs in-depth analysis of workflows, data collection, report details,and other technical tasks.Communicates and coordinates with other vendors and/or IT staff relatedto 3rd party software or issues.

Manages the physical access control, finger printing, ID issuingProvides and maintains a high degree of customer service andresponsiveness to users and their needs by meeting Service LevelAgreement (SLA) numbers.Manages imaging, installations, configurations, and user setup of newcompany owned desktops/laptops, printers, mobile phones, peripherals,and other miscellaneous hardware according to IT policy.Responsible for the Installation, management and standardization of allcompany-approved software on end user systems (including but notlimited to Windows OS, AV, Adobe acrobat, MS Office 365 suite, browsers,etc.)Maintains identity management by administering access, providinginformation, resources, and technical support.Printer/Scanner/Fax Installation, setup, maintenance, tracking andpurchasing of supplies

Supports over 2000 user facilities on all aspects of desktop support rangingfrom network to deployment, printing, application support, or hardwarerepair.Assists in the new-hire process by providing technical writing on new hiredocumentation including Microsoft Office and internal office applicationsinstallation and use.Installs and performs repairs to hardware, software, or peripheralequipment, following design or installation specifications.Works with a ticketing system, ManageEngine, to write concise troubletickets which, containing key information and customer contactinformation.Maintains passwords, data integrity, and files system security for thedesktop environment.On-call to assist in the resolution of system functionality, priority accessrequests.Managed IAM processes such as new user account creation, assigningroles, and terminations.Contact vendors as needed to resolve issue with software or officeproblems such as phone or internet outageUpdates job knowledge by participating in educational opportunities;reading professional publications; maintaining personal networks;participating in professional organizations.

Provides technical support via the telephone, email, and remotedesktop/laptop to hospital personnel who experienced hardware andsoftware problems, using technical support documentation, remotemanagement tools, and critical thinking.Composes technical documentation to expand the knowledge base and provide resources for product support.Routinely exceeds call-handling goals, closing an average of 60 calls dailywith a 75% first-call resolution ratio.Answers technical and informational questions, working with userconfigurations, and performing intermediate troubleshooting on Tier 1,Tier 2 levels of assistance.Provides technical assistance and support for incoming queries and issuesrelated to over 1000 faculty, staff, and medical computer systems, software,hardware, and peripherals.Made call to send issues out as high alert for emergency.