• Charged with developing processes and documentation for the Network Operations Center to ensure analysts can respond and deliver solutions on a 24/7 model.• Have provided requirements, input on implementation designs, and basic QA testing for newer internal tools used by the business unit.• Reported requirements, issues, and features for internal tools and customer facing products. Basic use of TargetProcess and JIRA for issues tracking. • Provide different sets of data current state of all customer deployed servers and endpoints managed by our business unit to the engineering organization. • Coordinate with multiple teams to ensure deployments of new technology are applied with minimal impact to operations.• Routinely interface with several teams including the Engineering, Professional Services, Product Support, and Intel teams.• Use VMWare, VSphere, and VMWare ESX to manage and deploy images for analysts, support engineers, and consultants.• Regularly interact via emails and conference calls with customers to determine the best options for deploying our technology within their unique environments.

• Charged with pilot programs for newer technology deployed to customer environments within our managed service.• Regularly met with developers to demonstrate and explain current analyst workflows to ensure new systems met business needs. • Managed and coordinated several ticket queues using Request Tracker ticketing system. Worked under several Service Level Agreements (SLAs).• Coordinated and temporarily managed several analysts responding to active compromises in customer environments.• Assisted in creating course material and instructing classes at customer locations.• Participated in on-call rotation to handle escalations of malware and other signs of compromise.• Spent substantial time gaining in-depth knowledge, understanding, and expertise of our product endpoint technology.• Learned different types of malware, methods of ingress used by attackers, and ways to triage malware including backdoors, password hashing tools, and common utilities.• Performed live response investigations collecting forensic evidence used to create a timeline of attacker activity. This often included how access to the environment was gained, methods of persistence, and if any data was removed.• Performed training to internal users across multiple departments.• Managed a dozen customers looking for malware and indications of intrusion• Learned, performed, and taught training of triaging and live responses• Managed the intelligence used to identify malware for customer endpoints.• Created a process for testing new intelligence prior to deploying to millions of endpoints. This significantly reduced analyst time resolving false positives.• Created small test procedures for new internal tools before they were deployed across our appliances.

• Used VMWare, VSphere, and VMWare ESX to manage and deploy virtual servers for production and test environments stored on HP ProLiant Blade servers.• Proficient use with Microsoft Active Directory, DNS, DHCP, Group Policies, Windows Server Update Services, Volume Licensing KMS, and Exchange 2008 integration.• Created, implemented, and deployed images on a number of different model computers and training laptops.• Documented inventory, placement of equipment, procedures, guides, and policies.

• Worked in a mixed environment of Open Directory and Active Directory with Windows, OS X, and Red Hat Servers.• Successfully implemented Apple Remote Desktop to aid in the deployment and maintenance of XSAN workstations and Apple OS X Servers. • Substantially increased storage of XSAN by rebuilding an entire installation and configured a number of new OS X Server Controllers.• Assisted in documentation of LAN, XSAN, Server, and desktop environments• Responsible for network maintenance and upkeep which entailed running of Ethernet and fiber cables and using diagnostic tools for troubleshooting issues.

• Responsible for backup configuration, maintenance, rotation, and validating the data as well as ensuring offsite storage. • Supported local end users, global sales agents, and remote offices through a number of methods including RDP, NetMeeting, VNC, and Web Applications• Ensured all end user systems were kept up to date with latest patches and software• Maintained user accounts and permissions using Active Directory• Charged with regular Sarbanes Oxley documentation including checking of remote connections, validity of users with active accounts, integrity of connections between frontend and backend financial systems, and working with external auditors to ensure compliance.