• Argus Security Systems management• Splunk Admin: Created and deplored Splunk reports and dashboards for the purpose of automatic redundant processes.• Participate in NIST 800-53 adherence.• Managed repo updates for test and production Linux servers.• Installed and configured AVIS encoders for deployment.• Excessed retired hardware as e-waste.• Symantec Admin: Updated virus definitions, add/remove Windows and Linux systems.• Participated in quarterly system scans and patching.• Establishing automated processes for system updates and report generation.

• Support end users via the Jira ticketing system for all IT related issues.• O365 Administrator: Creating accounts/DL, managing licenses, tracing/quarantine suspected phishing attempts company wide.• Active directory Administrator: Creating accounts, password reset and configuration, group management • Network printer management. Setup specified groups ability to scan to email to close security loopholes.• Submitted a request for the consideration of man traps at designated entrances which prompted management to revamp from door access and monitoring.• Setup new user hardware and scheduled delivery to satellite sites country wide.• Pushed for company wide update to windows 10 and the removal of systems using outdated software that would not allow for updating.• With no dedicated cyber security group, I actively looked for all opportunities to inject learned security practices ranging form system hardening to standardization.• Submitted a request to implement an annual Cyber Awareness Training for all network users.

Management role for overnight commercial help desk support for onsite and remote personnel. Coach supervised employees on hotfixes, outages, and basic troubleshooting steps. Provide first responder help desk support to Commercial/AESD onsite and remote personnel. Provide technical assistance in the form of: application support, maintained customer profiles and authentication using Active Directory (AD), VPN assistance, system troubleshooting, and hardware support escalations. Understanding of NIPR and SIPR systems.Attention to Detail:• Assist in developing in-depth procedures for end-user assistance to he help automate future assistance.• Proactively adjust to constantly changed priorities within service desk roles and requests from end users. Customer Service:• Provide each customer with exceptional customer service with suggestions for related software/hardware to better meet each user’s needs. • Defuse high tension situations with users and resolve issues to their satisfaction.Oral Communication:• Brief upper level management on evening updates and current issues before shift change.• Mentor coworkers on best practices and techniques to better enhance the users experience.Problem Solving:• Work with internal and external technicians, resolving desktop, network, and telecom related issues.

Facilitated a management role for overnight help desk support to onsite and remote personnel. Provided technical assistance in the form of: application support including MS Suite 2016/Zoom/MS Skype, maintained customer profiles and authentication using Active Directory (AD), Windows troubleshooting, and hardware support escalations. Coached supervised employees on hotfixes, outages, and basic troubleshooting steps. Ticketing systems used: ITSM Remedy, Remedy Force, Service Now.Attention to Detail:• Deliver fast paced, high volume Tier 1 & Tier 2 Help Desk support.• Assisted in developing in-depth procedures for end-user assistance.• Proactively adjust to constantly changed priorities within service desk roles and requests from end users. Customer Service:• Provide each customer with exceptional customer service with suggestions into related software and equipment to improve technology to meet needs. • Defuse high tension situations with users and resolve issues to their satisfaction.• Train users on new technology and cyber security risk management.Oral Communication:• Providing first responder assistance to users, assessing the reported issue, then administering comprehensive technical assistance.• Briefing management on overnight updates and current issues.• Mentor coworkers on best practices and techniques.Problem Solving:• Worked with internal and external technicians, resolving desktop, network, and telecom related issues.

Description:Tasked with providing onsite support to developing plants 3&4 in the form of Desktop, Application, Network, and Telecom support. Helped to facilitate the transition of the IT solutions contract site wide involving vendor management, contractor daily workflow, and user experience management. Supported users with hardware setups, software installs and functionality, remote and onsite support, hardware maintenance, tapping new VoIP phone setups, and activating disabled ports using toners. Support network outage as well as network hardware maintenance and replacement. Played an active role in assisting with the ATV site and software rollout. Assisted with Target vision fiber setup and maintenance. Trained in fusion slicing for fiber maintenance. Operated on the principle of "soup to nuts", taking full ownership of any identified problem until its resolution.Attention to Detail:• Followed extensive safety and liability rules while conducting vendor/contractor management• Proactively adjusted to constantly changing priorities within Remedy, while fielding direct requests from end users and management. Customer Service:• Maintained a 95+% customer approval rating within our department.• Train users on new technology, including ATV Documentum and Maximo, while advising on potential cyber security threats.Oral Communication:• Focused on keeping communication with customers open and forthcoming about any potential issues that may affect the completion time.• Briefed management on project progress daily while collaborating with vendors to ensure job completions stayed on schedule.Problem Solving:• Worked with coworkers to resolve large issues, showing a team player attitude while leading from the front.• Helped spearhead the development of a platform for automated inventory management as well as alerts to when new equipment need to be ordered from vendors

Provide Desktop support to San Diego state employees in the form of: hardware support, system reimaging, duplex printer installs and setup, Windows troubleshooting, iPhone/android phone support, also application support including MS Suite 7/13. Maintain compliance with SLA. Leverage in-depth knowledge of Windows systems with configuration, maintenance, and troubleshooting. Attention to Detail: • Assisted in overall planning, analyzing, reviewing, coordinating, and integrating the actions necessary to distribute software and updates using SCCM.• Effectively supported end-users utilizing Microsoft Exchange.Customer Service:• Tasked with resolving user issues in a timely manner.• Assist in the selection and tailoring of approaches methods and tools to support service offering or industry projects.Oral Communication:• Communicate complex technical directions to city workers of all levels of employment.• Manage and setup client site visits to match user availabilityProblem Solving: • Provides information security and risk management consulting services.

Developed detailed test plans, conducted test events, analyzed data, and reported on results against measurable criteria. Researched new technology capabilities to keep ahead of any pending improvements that may prove useful in completing task more efficiently. Meets with vendors to determine technology/capabilities for software and hardware to ensure the best options were being used to support our customers and employees. Briefs the management and directors on potential issues and day to day statistics to identify any chance for improvement.Attention to Detail: • Verifying all company devices followed industry standards for information security.• Tracked all non-company devices through the uses of configuration manager.Customer Service:• Assisted customer with common network issues dealing with LAN and VPN.• Defuse high tension situations with users and resolve issues to their satisfaction.Oral Communication:• Trained upper management at HP on quick fixes to help resolve conference room issues quickly, effectively cutting the requirement of an onsite technician for meeting by half. This allowed for the team to continue our normal function.• Assisted customers with identifying new technology to accomplish their requested task, at the best price point available.Problem Solving: • Provides information security and risk management consulting services. Advised users on how to harden their systems security to avoid potential security risk.• SCCM deployment of software and monitoring of all systems connected to the network.

Providing technical support to North American and deployed federal employees through: hardware support, Windows and Mac troubleshooting, also application support including MS Suite. Tasked with processing a minimum 40-50 ticket daily through inbound calls, pulling from the main queue, and voicemails. Created and maintained customer profiles, passwords, and group access using Active Directory (AD). Manage all Blackberry Exchange servers including account management and enterprise email accounts. Maintain compliance with strictly enforced deadlines. Leverage in-depth knowledge of Windows systems with configuration, maintenance, and troubleshooting. Facilitate training of new employees. Attention to Detail: • Deliver fast paced, high volume Tier 1 & Tier 2 Help Desk support within HP Service Manager ticketing system. • Proactively adjust to constantly changed priorities within service desk roles and requests from end users. Customer Service:• Strong customer support with real time assistance both remote and local resulting a high rate of first call resolutions.• Provided suggestions on software and equipment that would better address the needs of the client. Oral Communication:• Trained new team members to ensure a smooth launch while providing sr. level assistance to newer technicians.• Supervised the night team’s operation to detect and correct potential issues without the need of upper management intervention. Problem Solving:• Proactively identified improvements to various client-used application.• Created and pitched an app capable of receiving user quality assessment input.

Completed computer assembly and maintenance, troubleshooting of hardware and software issues, and configuration of peripherals, components, and drivers. Ensured compliance to user standards in installation of software and applications. Provided support and repairs of desktops, laptops, servers, printers, VoIP, network, and telecommunication devices. Demonstrated in-depth understanding of all SMPS and UPS phases.Attention to Detail: • Gained and utilized knowledge of hardware repair/modifications and software install/troubleshooting, • Maintained the workflow of agents under my supervision, ensuring availability for customer assistance and timely resolution of repair tickets.Customer Service: • Supported customers with live demonstrations of common practices and basic instructions to limit repeat issues.• Front facing service to customers and fellow employees Provided assistance tailored to each specific issue and user.Oral Communication: • Assisted customers with identifying new technology to accomplish their requested task, at the best price point available.• Introduced new training to fellow team members for new technologies we would encounter based on the market and developed detailed instructions for supervised agents to help cut down on resolution timesProblem Solving: • Assisted with coordination of vendor work and repairs ensuring a smooth flow of information between the company and the user. This allowed our department to correct bad reviews that were received for lack of communication.• Developed low impact solutions to help ease the experience for the customer.

Shadowed Senior Developer and Architect to gain pertinent operational and applicable knowledge. Performed testing on use and implementation of 4 individual loop types, programming of additional MVC components, and updates of committed testing codes using TortoiseSVN. Utilized black box and white box testing methods of units. • Assisted in development of web application for sports social network website using C#. • Isolated, evaluated, and analyzed real and potential problems, including debugging of L1 and L2 bugs. • Utilized object oriented methodology to inherit or encapsulate code in restructured classes.