• Provide technical support and desk-side assistance to client end users• Receive user inquiries and issues in the form of service tickets and in-person requests using expertise to determine the root cause of incidents• Install, troubleshoot, and repair general MS Windows and PC based line-of-business application, networking and integration• Utilize remote access desktop software to assist users•Resolve general desktop issues related to lockups, account access, general configuration performance, files recovery and profile issues• Work with hardware and software vendors to facilitate vendor related, warranty, and “3rd party maintenance” issue resolutions• Create and maintain client network map• Ensure security/technical risks are identified, communicated, and mitigated

• Learning SOC fundamentals such as SIEM, Log Analysis (NetFlow, firewall, VPN, proxy, IDS/IPS, Web Application Firewall (WAF), Web, DNS) EDR, SOAR, Mitre ATT&CK Framework •Practicing with real SOC alerts using log management, case/incident management, and running through a playbook to close cases---Hands-on case management: identifying phishing, SQL injection, cross site scripting (xss), command injection, insecure direct object reference (IDOR), local file inclusion (LFI) and remote file inclusion (RFI), open redirection, directory traversal, malware analysis, etc

• Installed and configured Nessus Essentials to perform credentialed vulnerability scans againstWindows 10 Hosts• Implemented Vulnerability Management Function on sandbox networks: - Discover, Prioritize, Assess, Report, Remediate, Verify• Conducted vulnerability assessments with Nessus• Developed automated remediation process to preemptively deal with vulnerabilities stemming from Windows updates and third-party software

•Installed and configured Wireshark to perform network packet analysis on several networks•Implemented networking scanning function on home network: Analyze, Source, Filter, Map•Conducted network analysis with Wireshark•Used commands to design data of specific file number and size to be sent to a designated directory for packet capturing•Integrated Wireshark with MaxMind to get geo location of source IP addresses

•Support software and hardware installations, configuration and troubleshooting of workgroup networks, broadband ISP connections, and Liberty Tax Service proprietary applications•Map new computers to office networks•Support various projects, analyze customer problems, and formulate plans of resolution•Analyze ways to improve processes, operations, and the customer experience•Document incidents thoroughly and accurately•Secure the processing and communication of customer’s personal financial information and identity

•Responded logically and quickly in adverse situations, navigating traffic, inclement weather and construction, ultimately achieving a safety record of over 500 rides without incident•Managed multiple orders simultaneously, coordinating the most efficient route to ensure delivery in a timely manner, with a 95% on-time rate•Interacted with diverse clients in different emotional situations with respect and professionalism, with an average of 20 rides per week and most customer feedback including comments such as “I want to make you my normal company to ride with”

•Replaced 100s of meters on a weekly basis for customers being precise so as to not be harmed by the live electricity with a 95% error free record•Created a safe environment for myself as well as customers when working on meters resulting in a 100% safety record•Handled situations with difficult customers by taking the right courses of action leading to 90% of customers being satisfied with the service

•Built 1000s of waste manifests for clients with proprietary software of manually ensuring proper treatment of waste with a more than 90% satisfaction rate•Arrived on-time to client sites well-prepared to earn a 100% satisfactory rate for punctuality•Categorized, shipped, and stored 1000s of waste items and kept my vehicle in great condition helping me to achieve a 100% pass rate with Department of Transportation inspections