Edgar L. Moreno Email & Phone Number

Tampa, Florida, United States

Tampa, Florida, United States

Provide manager services to multiple customers such as Eckerd Communities, RR Simmons, Macfarlane Ferguson & McMullen to determine the root cause analysis.◉ Utilizing Alienvault and FortiSIEM, performed weekly and monthly scans to determine vulnerabilities within the customer's environment.◉ Analyzed email headers in Barracuda to determine if the source email contains malicious content and/or confirm validity.◉ Performed security awareness training to guide users in learning the signs of phishing emails and social engineering attempts.◉ Experience creating and managing user accounts in Active Directory.◉ Utilizing Office 365, determined and monitored the email flow to determine email deferred issues.◉ Investigated and resolved multiple submitted tickets related to Wi-Fi, Firewall and computer systems

Tampa/St. Petersburg, Florida Area

Layer 1 Network Operating Center Technician monitoring and troubleshooting Enterprise WAN, LAN, and VPN connections for over 200 customers and 30,000+ sites. Manage and support Firewall devices such as Cisco Meraki, Fortinet, and Sonicwall.◉ Investigate and resolve inbound customer repair requests via phone, portal, email, and network monitoring tools for enterprise clients including Taco Bell, Morgan Stanley, ADT, United Rentals, and more. ◉ Utilize Whats up Gold to monitor customer equipment and VPN connections for Top Tier Client allowing for quick, permanent resolutions. ◉ Earned the designation of Customer Champion for enterprise clients United Rentals and LKQ for resolving networking issues such as Static IP Misconfigurations and VPN Connection errors for over 1,000 locations.

Oldsmar, Florida

Promoted to manage services for multiple large-scale national customers such as United Rentals, Publix, Human Synergies, Planet Fitness, Winn-Dixie, and others with enterprise class networks. Led root cause analysis and resolutions for multi-tiered computer and database systems serviced by the Network Operation Center. ◉ Created, managed, and dispatched multiple concurrent tickets from different complex ticketing platforms while consistently adhering to and surpassing company-wide SLAs for 50+ enterprise customer accounts each with thousands of sites. ◉ Troubleshot and resolved service issues with routers and switches, Voice over IP phones. Resolved circuit issues with various ISPs such as AT&T, Bell Canada and Level3.◉ Conducted in-depth research for VIP clients to ensure proper switch port configurations and network settings that supported Point-of-Sales systems for thousands of nation-wide sites. ◉ Expertly used monitoring tools such as WhatsUp Gold to monitor Cisco equipment for one of our largest customers, the University of Maryland, as well as NMSaaS to monitor mid-sized and smaller clients.

Oldsmar, Florida

Appointed as liaison between customers, vendors and partners in the implementation and configuration of Cisco Routers and Switches installation services to a vast array of customers both domestic and international. ◉ Manage enterprise-level customer tickets to customers like JP Morgan Chase, Winn-Dixie, Pep Boys among others. Mobilized resources to ensure team met an aggressive 4-hour SLA commitment. ◉ Recognized for “saving the day” and restoring the customer’s systems in a timely manner by applying knowledge from my Cisco CCENT certification to instruct the Technician on how to resolve an onsite error code.

Ponce, Puerto Rico

Investigated and resolved tickets and phone calls from medical staff at a large hospital. Fixed issues related to PC hardware and software, printers, and password resets. Installed multiple operating systems such as Windows XP, Windows Vista, and Windows 7. Hired as a part-time Technician while still in college and offered a full-time role after graduation. ◉ Performed clean installations of Windows Operating systems and deployed the PC to be assigned to a Nurse or Doctor within a 24 SLA. ◉ Performed desktop and laptop repairs for Dell, Hewlett-Packard and Lenovo systems.◉ Set up, tested and configured networks, desktops, laptops and printers. ◉ Consistently achieved excellence in computer performance by upgrading peripherals such as memory, CPU, and hard drive speed where applicable. ◉ Saved the hospital $30,000 by refurbishing used computers and replacing faulty hard drives with new ones. These were customer computers with special access hardware including Biometric Sensors.

Ponce, Puerto Rico

Responsibilities:-Upgraded multiple systems hardware and software.-Tested multiple systems to make sure that were working properly before giving them to the customers.-Performed Computer Maintenance and Virus Protection.-On occasions visited local customers to set up their new PC's.

Masters, Science In Cyber Security

Bachelor'S Degree, Computer Science