Provide Customer Service Monitor Access Control

• Answered incoming calls, emails, triage service request and communicated ongoing service ticket resolutions, incident progress, and outages with clients.• Performed new user, Windows OS, Mac OS computer, Tablet and phone set up• Managed MS 365 and Azure user administration, Teams, Exchange online, and SharePoint.• Diagnosed and troubleshoot Tire 1 tickets issue with hardware, software, LAN, Wireless, Wi-Fi, VPN, RDP, Printers, Office Suite, LoB. • Analyzed Anti-Malware, Anti-Virus, and MFA portals for incidents. • Document changes, communicated with effectively, and perform other tasks as assigned.

• Provided customer service to internal and external clients by carrying out safety and security procedures at the reception desk.• Observed access control via C-Cure and Visitor Management System to secure areas.• Responded to incidents and critical situations in a calm, problem solving manner.• Conducted regular and random patrols around the business and perimeter.• Proposed an implemented significant process changes to improve efficiency and daily Procedures for security staff to provide a better response to client and visitor needs.• Continuous top-level achievement in periodic personnel evaluations and numerous awards of praise in Customer satisfaction.

As a capstone project to my Austin Community College Associates Degree Program I was selected for a paid internship position with AllClear ID where I worked closely with the Cyber Security Department Engineers. This provided me with a thorough understanding of security principles, guidelines and practical Security Engineering challenges in securing IT Services and Infrastructure through hands on use of security tools and network security components.•Performed daily analysis of Security audit and traffic logs endpoint alerting using syslog aggregation suites, Cloud services and Microsoft Windows Event Forwarding data.•Developed processes for administering Network Operations Firewall Improvements Quarterly Project to include access-list controls reviews, VPN access standards, firmware vulnerability analysis, security event monitoring and alerting automation and baseline configuration hardening recommendations.•Operational use of Vulnerability management suite to conduct recurring endpoint security scanning analysis for missing patches, software updates and upgrades and facilitated completion of recommended remediation steps, upgrades, updates and patches with the Customer and IT Teams.•Observed the practical use of fundamental security controls to include Cloud Email Security, Data Loss Prevention, Office and Datacenter Infrastructure architectures, Event Log aggregation and collection and best practices for Network access Authorization tenants.

I am proud of my support both to local national and US Armed Forces in Afghanistan.