Felipe Arroyo Email & Phone Number

New York, United States

New York, United States

* Handle end users and CEO technology issues at the main office * Provided technical support to 17+ users including and resolved 15 trouble tickets within established SLA parameters. * Working with different vendors to implement new technology. * Executed monthly Trace Security SaaS scans to identify and remediate vulnerabilities on + workstations & servers, reducing risk exposure by 85%. * Monitoring workstations and laptops for any virus by using Sophos endpoint solution. * Installed advanced cybersecurity software on 33+ endpoints, proactively detecting & blocking potential attacks before they impacted the system, resulting in a 99% decrease in reported incidents. * Monitored & analyzed incoming/outgoing email traffic for over 17 users using Office 365 Security and Proof Point solutions, resulting in a 40% reduction of malicious emails. * Managing Microsoft Office 365 portal to add and remove users and applying security. * Provided cyber security awareness training to 17+ users using Hook Security SaaS platform, increasing user's ability to detect and respond appropriately by 20%.. * Configured group policy settings across the network, strengthening security with antivirus & firewall protection while maintaining access to users. * Configured over 33 workstations to ensure compliance with corporate security policies, increasing data security and auditability. * Executed full & incremental backup processes for one location with no disruption to end*users, improving operational efficiency. * Generated comprehensive IT quarterly reports for the IT Committee Report, analyzing performance metrics of 17+ system users & presenting key findings.

Greater New York City Area

* Handle end user technology issues across NYC, Washington DC and San Francisco offices. Provided support to Executives and Board of Director members, configuring tablets and providing hands on white glove support during board meetings and other key events.* Branch Technical Support lead - escalation for complex branch issues; including issues with branch applications and equipment. * Perform desktop builds and deployments. Played a key role during the Windows 10 upgrade, building and configuring workstations across 12 branches and other offices. Played a key role during the automation of the provisioning process, building out base, security and department software/application templates.* Play a key role during the patch management process, deploying patches to workstations and troubleshooting and resolving failures. Assisted during the automation of the patch management process, enhancing the patch management process from a 2 week process to a fully automated process that completes in few days.* Played a key role in the standardization of Windows to Center for Internet Security (CIS) standards, building, configuring, applying base settings, sysprepping and capturing image used to build the Virtual Desktop Infrastructure (VDI) and for the provisioning process.* Played a key role in the transition from an in-house printer support model to a vendor support model. Worked with Xerox to configure and deploy printers across all our sites.* Played a key role during the migration to Azure, Office365, Intune, VPN and VOiP, configuring accounts and phones and providing user training.* Train, mentor and manage junior staff members and interns.

Greater New York City Area

* Monitored the bank’s batch processing, ensuring all SLAs / deadlines were met. Worked with vendor (FIS) to ensure critical handoffs were processed on time.* Monitored network connectivity and escalated to vendors / Network Engineering where applicable.* Performed network and application account unlocks and resets* Monitored branch ATM network and engaged vendors to troubleshoot and resolve issues.* Prepared yearly 1099 tax forms as well as marketing campaign mailings.

Greater New York City Area

* Handled end user calls, opening and closing work orders.* Provided branch support with bank account maintenance, opening, maintaining, and closing accounts.* Provided branch teller support validating differences between online and offline transactions.* Generated management reports on work order status.* Investigated and troubleshoot phone issues.* Managed phone line activation and deactivation.* Prepared monthly statements to pay telecommunications vendor invoices.

Professional Certification Program, Cybersecurity

Direct-training defensive cybersecurity program that covers fundamental networking, cloud, Windows, and Linux security, as well.

Bachelor'S Degree Information System, Information Technology