As an IT Security Engineer specializing in Endpoint Security at QTC, I contribute to the administration and enhancement of the Endpoint Security program, encompassing applications, databases, and enterprise systems. My role involves developing, delivering, and continuously improving IT security policies and practices related to endpoint security. I actively participate in the training of QTC employees and contractors on endpoint security protocols, contributing to the establishment of effective IT security for the organization and supporting technology-related initiatives aligning with QTC’s IT security roadmap.In my role, I have successfully enhanced AV policies, contributed to the effective administration of endpoint security systems, and collaborated with cross-functional teams to strengthen QTC’s IT security posture. My ability to analyze and remediate risks aligns with the organization's commitment to continuous improvement and proactive security measures

As an experienced IT professional, I have a proven track record in management and leadership, project management, system administration, and compliance and security. I have documented and submitted QTC production changes to support company initiatives, identified areas of improvement, and implemented new processes related to the service desk. I have fully trained newly hired IT service desk teams and developed training materials and procedures to improve work habits for continuous growth.In project management, I have successfully managed and coordinated tasks using Agile methodology, with a 90% success rate in seeing projects through to completion. I have also played a significant role in implementing new procedures and policies, analyzed and adapted critical thinking skills for complex problems, and managed vendors for project quotes and implementations.As a system administrator, I proactively monitor and maintain Windows servers, Linux, and network performance systems, deploy virtual machines, follow proper decommission procedures, execute maintenance, and troubleshoot any system failures affecting business units. I have also actively handled internal escalations, conducted research on new infrastructure technologies, and ensured proper documentation and guides are developed to support business functions.

As a service desk/technical support lead, I have extensive experience providing 24/7 support for various hardware and systems such as Mobile Device Management, printers, laptops/desktops, Warehouse Management Systems, and more. I excel in both scheming and deploying successful plans for team-oriented projects, troubleshooting problems, and implementing solutions. My skills include using IT Service Management system (SNOW), mid to high-level knowledge of Active Directory, configuring and modifying active directory accounts using MS Exchange Server 2013, and using various tools like SCCM Console, Staylinked, Cisco Call Manager & Provisioning Manager Express, LogMeIn technician console, and more. I have experience working with various software and applications such as Warehouse Management software, Citrix Receiver, and Bit9 Security Platform.

As a Tier I/II technical support specialist, I provided support to over 100 users and computers, including hardware diagnostics and repairs. I also supported an enterprise management system, troubleshooting technical issues and system anomalies. My expertise includes systems administration with Active Directory, E-Mail hosting management (Google and Microsoft Office), and Toshiba IP Edge phone system. I mentored junior team members, managed vendors, and provided IT training and documentation. I used ticketing systems like Zen Desk and communicated area responsibility status to management in weekly meetings. Additionally, I have experience in low voltage wiring, termination, and testing, fixed asset tracking and inventory control, and provided remote desktop support for 15 workstations.