Ethan Richard Email and Phone Number

• Monitor security events using IBM QRadar, Cisco Firepower IPS System• Detect, Investigate and mitigate endpoint and network security and intrusion events using system tools and correlated SIEM logs• Review vulnerability reports and perform vulnerability scans using Tenable Security Center• Manage Netwrix Data Classifier to mitigate sensitive data exposure• Monitor Endpoint Security health and updates in Trend Micro OfficeScan & Carbon Black CB Defense 12,000+ Endpoints as well as application tuning for TrendMicro OfficeScan & Carbon Black Policies.• Review Zscaler logs and security events and tune policies appropriate to the business.• Escalate security events that are out of alignment with established security practices and company policies• Generate and improve process documentation and SOP’s to align with industry best practices & company security objectives• Interface with Security Team/CISO to assist in achieving IT Security Controls objectives and goals

Provide support for local and remote users resolving technical problems related to McAfee Endpoint Security Drive Encryption, VirusScan Enterprise, Host Intrusion Prevention (HIPS), Data Loss Prevention (DLP). Monitor health of McAfee ePO server. Plan and implement ePO server upgrades. Diagnoses, identifies, and analyzes problems with McAfee ePO Policy configuration and issues. Generate and improve process documentation and SOP’s to align with industry best practices. Utilize HP Service Manager Ticket queue. Develop and communicate Tier 1 Service Desk Knowledgebase articles. Generate compliance reports on McAfee Endpoints for management review; identifying gaps and issues that need addressing.

IT Service Desk Specialist – Provide technical support for local and remote users resolving technical problems and answering queries through phone, email, chat. Follows all company and department documented procedures. Diagnoses, identifies, and analyzes problems with hardware, software, network and system applications. Support and troubleshoot commercial, (MS Office, McAfee Antivirus, Cisco AnyConnect) and custom software applications, Windows networking and services, browsers, desktops, laptops and mobile device hardware. Route tickets to appropriate support group as needed for escalation. Maintains and updates records in Service Now Incident Management System, alerting management to recurring and problematic patterns.Hardware Refresh Team – Prepare and image systems for GSA hardware refresh project using GSA standardized imaging process. Configure applications per end user specifications. Push software from CA ITCM management console. Troubleshoot basic network functions when systems unable to log into domain. Provide feedback and diagnostic information to Client Engineering to resolve image defects. Perform data migrations from users’ old computer to new. Mapping printers and installing custom software.

Provide remote and on-site corporate support for various small and medium business throughout Colorado with satellite offices in the US. Troubleshoot Microsoft Office Suite, commercial off-the-shelf and custom applications. Creating and managing Active Directory objects in Microsoft domain environments. Troubleshoot email flow with MS Exchange (2003/2007/2010/Hosted) and various other email systems. Install, deploy, and integrate new Domain Controllers, DHCP, DNS server, physical and virtual in domain environments. Integrate Office365 into on-premise domains. Configure server backup solutions to maintain business continuity. Install and configure Symantec on-premise/cloud enterprise level antivirus/security solutions and mitigating virus breakouts. Install and Configure McAfee Security as a Service solution, implementing security policies based on organizational structure and deploying to client endpoints. Troubleshoot and trace Cat5 cabling issues. Install, deploy, and maintain commercial firewalls, switches and wireless access points.

Provide technical support for Comcast Broadband Data, Digital Voice and Commercial Video services. Troubleshoot IP connectivity and routing issues on various computer operating systems. Configure router/firewall settings for use on Comcast HFC network. Systematically troubleshoot to isolate network deficiencies within the cable network and control bandwidth for a higher quality customer experience. Assign static IP addresses and configure subnetting and port forwarding. Create/Manage user accounts in ESD. Troubleshoot Browser & E-mail connectivity & configuration issues. Provision voice, features & voicemail in Cisco Softswitch Telephony system. Log and track customer issues utilizing Remedy ticketing system. Escalate if unable to resolve at Tier level.

Assist install technicians with alarm system installations. Assist technicians with programming alarm panels. Verifying alarm signals are received in monitoring system. Configure customer account according to subscribed services.

Assist customers with verifying and resetting user accounts on military application systems and MS Active Directory. Open, track, and close trouble tickets utilizing Remedy ITSM ticketing system. Receive, analyze, resolve and document customer problems. Utilizing ITIL principles assist customers in resolving Microsoft Windows and Open Systems environment applications. Escalate issues Tier 2 application support if unable to resolve at Tier 1 level. Monitor servers web applications using Formula/Sitescope monitoring application. Notify on-call System Admin if critical application is compromised. Identify, track and properly maintain classified materials.