Responsible for monitoring and triaging potential security threats and incidents, as well as, implementing countermeasures in response to threats or malicious activities. Provide consultation and reviews of security work-practices amongst security analysts and network administrators. Investigate reported phishing attempts, monitor email notification alerts, and remediate malicious behaviors from active threats.• Document reported compromised users and all actions taken to implement swift remedies for future attacks.• Creating data-loss prevention and information assurance policies to adhere to secure internal operational security environment.• Contributed to the creation of phish training modules and templates to aid in identifying trends of attack methodologies and minimize potential threats to systems.• Provide swift response to security-related inquiries submitted by service desk system maintain work continuity for end users.• Contributed to the continuous improvement of the organization's security posture by identifying trends and recommending security enhancements specific to the SOC's operations.

Responsible for working with users to swiftly resolve Tier 1-3 tickets and other related technical issues as well as working closely with internal architecture developers, executive management, and business partners when reviewing inquires. Perform procurement duties such as configuring and repairing hardware for laptops, handling shipment inquires and work with third-party vendors for equipment management.• Provide guidance and technical methodologies to Tier 1 and 2 technicians to help resolve problems and maximize proficiencies for excellent service.• Manage users, distribution groups, contacts, and other accounts on Active Directory, Exchange Admin Center, and Microsoft Azure.• Create knowledge base documentation and perform instructional training videos to provide helpful user-friendly methods on troubleshooting their inquiries.

Provide technical leadership and work direction to 3 IT technicians, while promptly responding to issue resolutions that pertain to the Help Desk management system (i.e., help desk tickets associated with internal inquiries and complications). Provides systems support and troubleshooting for over 900 staff and sale associates. Perform maintenance and installation of hardware/software. This includes monitoring, diagnosing, and resolving issues with hardware such as printers, laptops, desktops, mobile devices, and peripherals. Specific responsibilities:• Supervise and direct activities of the IT technicians using Spiceworks ticketing system: answer questions, direct resources, provide training, and help resolve problems.• Administer and support mission-critical Microsoft platforms and applications.• Provide exceptional point-of-contact troubleshooting and issue resolution, as well as repair and upgrade mission-critical PC computers and mobile devices. Also diagnose and troubleshoot connectivity problems including, but not limited to, problems involving networking, operating systems, applications, servers, printers, and cabling. Answer questions about product features and resolve queries of user problems through email, phone, chat, and help desk management system.• Document all issues and generate reports detailing common problems and error trends through MS Outlook and other system management tools. Provide ongoing correspondence to senior management delivering updates of problem resolutions and recommendations.• Maintain hardware and software inventory audits to verify equipment issuance among staff and replace damaged hardware components. Complete purchase requisitions and receive supplies. • Earned commendations for teamwork, flexibility, and work excellence in providing IT/administrative support to management and staff. • Travel to different company work locations to provide support and resolve technical issues.

Responsible for providing IT support among the organization, addressing internal inquiries and complications. This support includes the set-up and configuration of computer hardware and software. Additional responsibilities consist of troubleshooting and resolving issues within computer systems. Perform maintenance and installation on hardware such as printers, laptops, desktops, mobile devices, and peripherals. Process software maintenance, such as security updates and scans. Create individual accounts, assigning specific group policies based on job descriptions. Specific responsibilities:• Daily monitoring of server activity to confirm standard networking traffic, while identifying any irregularities.• Resolve technical problems with LAN and WAN network structures.• Provide ongoing correspondence to management delivering updates of problem resolutions and recommendations.• Maintain hardware inventory audits to verify equipment issuance among staff, replace damaged hardware components, update equipment by performing periodic purchases of new merchandise. • Provide ongoing trainings to staff on new software implementations.• Manage special projects such as the sale of bulk equipment and vetting of new software.• Occasional travel to facilitate and oversee technical functions as needed by senior management.

Responsible for providing excellent sales and customer service experiences in a retail environment, while troubleshooting and repairing electronic devices. Duties include maintaining store presentation by merchandising and adhering to customers’ needs, and identifying and resolving technical issues with customer technologies through Staples’s help-line or in-store EASY Tech repair department. Specific responsibilities:• Providing technical system diagnostics and hardware upgrades for customers’ technologies.• Determine customer needs and convey knowledgeable solutions, as a method to customize product purchases.• Responsible for driving profitability using the EASY Sales methodology as outlined in the company’s policy and procedures.• Providing team member support and strategies to assist and maximize sales opportunities.

Responsible for ensuring effective and expedited service to customers, while providing a high level of hospitality to management. Duties included communication of wait periods to the customers and consistent interaction with the staff. Processed outgoing food orders using technologies, while paying special attention to order details to meet deadlines in a timely manner. Specific responsibilities:• Conducted analyses by surveying customers and staff regarding satisfaction with restaurant food quality and service that yielded quality information that helped with improvements and staffing needs; identified patterns in comments and satisfaction ratings and, in turn, made recommendations to management about the operations of the restaurant.• Collected relevant information for customer reservation bookings and check-ins through store reservation system. • Process outgoing orders and pick-ups, insuring orders are handle in a timely manner.

Responsible for data entry and clerical tasks within the Small Business Administration Loan Operations Department. Duties included processing sensitive data into the bank’s software system, while handling documents with a high level of confidentiality. Maintained electronic and hard copy files utilizing proper file management procedures. Planned own work assignments by identifying weekly priorities targeted in meetings with staff and leadership.Specific responsibilities:Obtained, verified, and processed required banking documents, such as Loan Notes, Security Agreements, Deed of Trust, OFAC verification and all other required documents. Imaged confidential bank documents into the Director Imaging software.Properly executed organizational policies and protocols to safeguard and enter sensitive, personal customer information into software system. Familiarity with consumer financial privacy requirements set forth by the Gramm-Leach-Bliley Act of 1999.Partnered and collaborated with banking staff and senior management to enhance reporting tools; for example, drafted and maintained daily Delinquent Loan reports for Senior Management review and provided input on issues identified in reports; provided recommendations based on information identified in the documents. Contributed to team efforts through participation in group activities and weekly team meetings, solicited and listened to the opinions and advice of my team members, and worked collaboratively to accomplish team goals of banking institution: to enhance personal and commercial lending portfolio and maintain consistent and excellent customer satisfaction.