John Sullivan Email & Phone Number

Omaha, Ne, Us

Omaha, Nebraska, United States

Responsible for the Hacker One program including, verifying reports submitted by the hackers, recreating the attacks and working with the Vulnerability Management Team to create remediation tasks. Creating Automated Reports for C suite, various internal teams and upper management to show external and internal attack surface management and current enterprise compliance. Participated in Hack the Box training and CTF sessions. Worked to create a training program around real-world IOCs using different HTB training modules. Responsible for any RFIs (Requests for information) from external or internal parties. Gathering evidence, writing reports and working with internal teams to validate any mitigations or solutions we have in place.

Omaha, Nebraska, United States

Led IAM operations for offshore teams, ensuring efficient handling of processes and high customer satisfaction. Managed daily operations for 50+ applications, including access management and MFA for 30,000+ users. Advised onshore analysts on best practices for secure application access provisioning. Generated monthly reports for senior leadership, providing insights into IAM operations and security. Cultivated relationships with Infrastructure, Accounting, HR, and Audit teams for seamless collaboration. Supervised a 3-month transition from offshore to onshore teams, developing new processes and documentation. Key Achievements: Improved IAM process efficiency by 20% through optimized workflows. Enhanced security compliance, reducing incidents by 15%.

Omaha, Nebraska, United States

Remote

Omaha Metropolitan Area

Conducted client discovery calls, understanding needs, and devising tailored solutions.Designed and installed customized hardware and software solutions based on client requirements.Collaborated with sales teams to create persuasive product presentations and post-installation support.Key Achievements:Increased client satisfaction scores by 25% through effective solutions and follow-up support.Boosted sales team productivity by providing timely technical insights.

Diagnosed technical issues, troubleshooting network configurations and account setups.Guided clients through troubleshooting steps, ensuring timely issue resolution.Escalated unresolved issues and provided accurate feedback and solutions.Key Achievements:Reduced average resolution time by 30% by implementing streamlined troubleshooting procedures.Maintained a 95% client satisfaction rate through consistent follow-ups and support.

Research and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack computer system issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manuals

Washington D.C. Metro Area

Support daily technical support activities for desktop, data, and server managementSet up and test desktop computer peripheralsPerform the system changes adhered to organizational policiesConduct remote desktop troubleshoot to end-users along with documentation ticket maintenanceMaintain technical documentation in association with other functional departments

Computer Services

• Setup hardware and installed and configured software and drivers• Managed security options and software in computers and networks to manage privacy and protection• Troubleshoot system failures or bugs and provide solutions to restore functionality• Backup Maintenance, Network Troubleshooting and Data Recovery

Political Science And Economics, Political Science And Government

Activities and Societies: Volunteers as student ambassador for Admissions Office ; Member of USCAA Christendom College Baseball Team

Highschool

Activities and Societies: Member of National Honor Society; Eagle Scout of Boy Scouts of America (8 years of leadership experience).

High School

Activities and Societies: Eagle Scout of Boy Scouts of America; Volunteered as President and Chief Trainer of Immaculate Conception's.