Erik Mason Email & Phone Number

- Optimizing operational efficiency and productivity by leveraging advanced systems knowledge and Powershell programming skills to automate routine tasks.- Enhancing client security through effective remediation of business email compromises and conducting thorough post-incident reviews.- Boosting business revenue and maintaining strong client relationships by auditing endpoint inventories and billed services.- Upholding security best practices for handling Protected Health Information (PHI) and Sensitive Personal Information (SPI).- Supporting system upgrades by assisting in-house engineers in implementing a new Professional Services Automation system.- Deployed Huntress Endpoint Detection & Response (EDR) across multiple client environments to fortify security.- Collaborating with in-house resources to assist with troubleshooting, ensuring quality of work performed on tickets and providing timely resolutions.- Utilizing Managed Detection & Response (MDR) alerts to determine legitimacy of sign-ins to Microsoft 365 and tracking data exfiltration alerts on endpoints.- Troubleshooting and repairing phone systems including Digium, Cisco Unified Call Manager, and 2600Hz, to ensure seamless communication operations.

Fredericksburg, Virginia, United States

- Supervised an eight member Tier 1 support team, prioritizing, triaging, and supporting all client IT needs.- Facilitated client business email compromise remediation and post-incident reviews.- Securely handled sensitive data such as PHI, SPI, and CUI.- Prepared and generated multiple technical information wikis both for internal use and client use.- Diagnosed, repaired, and implemented Windows Server solutions.- Compiled information from clients to accurately build and maintain Active Directory implementations.- Troubleshot and repaired 3CX and ShoreTel/MiTel VoIP systems.

- Assisted clients with email and Active Directory password sets through proper verification channels.- Addressed clients as the front-line triage for IT needs and emergencies.- Scheduled field technicians for on-site work after exhausting all remote troubleshooting possibilities.- Familiarized clients with new or updated software.- Accurately organized ticket notes ensuring enough information was passed on for any future use.- Overhauled large medical client’s M365 tenancy to merge mailboxes from Google and eliminate existing email delivery issues.- Provided fill-in on-call work after the loss of an escalations team member.- Built and maintained customer rapport.- Promoted to Escalations team after one year of employment.

- Responded to security related incidents across the entire hospital campus.- Assisted nursing staff with combative patients while ensuring proper treatment and respect for the patient.- Learned and utilized proper defensive and handcuffing techniques to safely restrain individuals if needed.- Utilized interpersonal skills and conflict resolution to deescalate stressful situations.- Assisted with the coordination and execution of active shooter drill on the hospital campus.- Successfully managed multiple emergency situations, including medical emergencies, fire alarms, securitybreaches/incidents, ensuring a swift and organized response.- Fostered positive relationships with patients, visitors, and staff through courteous and professional interactions, improving the overall perception of hospital security.

Morgan County, West Virginia, United States

- Utilized the IAED EMD, EPD, and EFD protocols to obtain accurate information from emergency callers.- Created events in the Computer-Aided Dispatch (CAD) system to assign fire, EMS, and law units to calls for service.- Communicated information clearly and accurately across multiple radio channels and phone linessimultaneously.- Proved the ability to multitask, work under extreme stress, obtain accurate information from emergency callers.- Earned Emergency Medical Dispatcher certification.- Earned Emergency Police Dispatcher certification.- Selected for radio programming training to assist the county fire, EMS, and law personnel.

Winchester, Virginia, United States

- Organized and dispersed daily orders to their respective trailers.- Ensured quality and order accuracy of outbound palleted merchandise.- Selected as team safety captain to coach and provide feedback to coworkers regarding safety SOP’s.- Proved the ability to multitask by handling large workloads and resolving logistics issues.- Earned consistent commendations for exemplary service delivery.- Recognized for ability to quickly learn warehouse data systems.- Operated multiple forms of warehouse equipment depending on business needs.