o Support enterprise-wide security policies and procedures leveraging the various tools available. o Analyze reports using SIEM tools to build information on current campaigns or compliance requirements.o Monitor and report on security alerts; communicate with other local support teams to address these alerts and issues.o Assist in risk assessments for applications along with evaluations and recommendations for security tools.o Compile, organize, and correlate data from email and endpoint sources for use in reporting for team and management.o Investigate and respond to security incidents. Implement policy changes or new rules to mitigate or prevent further events. Communicate with system owners if remediation isn’t possible during initial investigation.

o Managed support for over 500 active computer systems with a diverse array of applications while keeping a high rating of satisfaction and rapport with customers.o Was an Intern Mentor - intern was assigned to my area where we were completely responsible for ourselves. Not only taught interns the technical aspects of supporting my area but also instilled customer service skills and etiquette.o Worked on documentation and wiki articles by creating easy-to-use instructions for customers used by my department to aid in remote troubleshooting of VPN connections and customers using Remote Access from home.o Was an active member of the team, volunteering for projects such as inventory management, App-V implementations, and the Internship Mentoring program. Used experience from classes and previous positions to offer new ideas and solutions to tackle projects and issues within the department.o Created solid professional relationships with customers where they felt they could trust me to advise departments how to become more efficient and effective in their use of technology made available by WSU and/or third-party tools.

o Created documentation and sites available to customers which was helpful when troubleshooting over the phone when customers were not able to visit us.o Besides answer customer calls; worked with the Help Desk team to manage influx of calls, provide cover for front counter and pc repair, communicated with other IT departments to handle more complex issues.o Volunteered with the Network team to do some basic network troubleshooting with campus students such as basic device troubleshooting and wifi/network jack testing. These were additional responsibilities separate from the normal duties of the HelpDesk

o Handled initial incidents that arrived at the SOC. First line of support for customers reporting issues with any purchased equipment and processing requests such as firewall rules changes or VPN tunnel creation.o Focused on the Vulnerability Scanning which I found most interesting; giving customer demos of the scanning services Sequris offered.o Managed 24/7 monitoring alerts on a rotation schedule, IDS alerts were handled promptly during any and all hours of the day.o Volunteered to help onboard new interns - creating quick documentation, being a resource to assist with tools Sequris used for team communications, and following up with interns on a regular basis to ensure they were supported in their learning.