 End-to-end project execution and delivery of Trellix Solidcore application services.  Liaise with client managers and other stakeholders on managing and improvising overall support and delivery of services.  Manage, coordinate plan project execution in alignment with overall program roadmap and resource allocation.  Establish overall process for support Team to follow (includes creation of standard email communication, ServiceNow RITM catalogs, INC Templates, and Incident Management guides).  Provide technical guidance to support team with daily operational needs.  Track tasks/activities to ensure their timely completion.  Establish review process and ensure quality of deliverables is maintained.  Establish and monitor processes for service request, incident, and change management. Create and publish biweekly support metrics using Excel and PowerBi from exported analysed data.

 Work alongside Senior VP Servers Platform Engineering and other LOBs on the packaging, testing, deployment, and migration server OS to CrowdStrike Windows Sensor from McAfee VSE/ENS.  Create Jira stories to track progress of assigned projects.  Perform troubleshooting and remediation activities for failed application deployments and other system performance issues that arise.  Create security baseline documentation for new Server OS builds.  Create CrowdStrike documentation (FAQs, FSIs) to assist end-users with issues they may experience

 Utilizes the different security tools listed below to strengthen company’s security posture while reducing threat exposure. o Proofpoint - Review, remove or quarantine incoming emails based on phishing attempts and malware included contents. o zScaler (ZIA) - Monitor and review network traffic content by configuring policies that block/allow access to specific web content and company wed domains based on trusted categories and content. o Trustwave Fusion - Review, monitor and remediate incident alerts triggered via MSFT 365 Defender and Azure Sentinel. o Azure Sentinel, Intune, Defender 365 - Create and configure EDR policies and assign to enroll devices.  Create and deploy new trusted line of business applications onto newly enrolled devices.  Create and configure ASR, Antivirus and Conditional Access policies to mitigate vulnerabilities and control access onto company domain based on trusted/untrusted locations.  Review and remediate suspicious user sign-ins and activities related to control access.  Review and remediate new vulnerabilities reported by 365 Defender.  Manage Azure AD existing roles and new user role assignments by creating privileged access groups and assigning users based on job duties and permission levels required.  Create and configure MSFT Update rings for Win10 and later devices to meet compliance and ensure devices are running most secure features and updates.

 Conducted technical lead duties inclusive of SaaS tools policies adoption, testing and implementation.  Provided technical leadership in collaborative engagements with team to review technical problems & solutions identified within clients’ environments.  Liaised with team members and clients to create projects aimed at improving clients' endpoint security posture.  Delegated respective work tasks to team as needed to assist with other urgent client engagements.  Conducted technical interview screening of new hires to ensure the best engineers are available to help meet clients' needs.  Facilitated daily AM meeting with team to review open items & statuses for ongoing projects.  Collaborated with team in technical client-engaged work sessions and provide guidance as needed.  Provided review & approval for technical project changes in accordance with City mandated change control processes.  Provided morale team support as needed.  Provided technical consultations to newly onboarded NYC3 clients for CrowdStrike & McAfee endpoint solutions.  Continually worked with clients to achieve a strengthened endpoint security posture through proactive periodic checks, product overview & training.  Created and shared documented streamlined processes that reduces downtime and increases results.

 Manages and provides software analytics support to business enterprises using the McAfee ePolicy Orchestrator software product. Provides end-user support for McAfee cyber security suites, which include the Solidcore Application/Change Control (MACC), Endpoint Security (ENS), VirusScan (VSE). Assists end-users (remotely) with the installation, configuration and technical support of point products used to manage and maintain a safe cloud/on-premise network environment. Provides recommendations for improving network environment security related to Malware and Firewall Intrusions.

 Supports end-users through trading software installations and configurations steps. Conducts remote assistance services to aid clients with platform troubleshooting. Provides minimal end-user training on how to use the company’s trading platform. Logs and updates support tickets in JIRA for easy access by development team. Collaborates Sales, Cashiering, and TradeDesk departments to resolve client issues.

 Provides world-class customer service to all hotel guests. Greets guests warmly and professionally; committed to great first impressions. Strong team player with positive attitude; punctual, reliable, and well-organized.

 Develops project plans and deliverables for new IT projects using Microsoft Project application. Documents and circulates project expectations with project teams and project sponsors. Manages software development projects and document steps/processes involved. Liaises with application developers and communicates interval updates to project sponsors. Communicates with clients to identify needs and evaluate alternative business solutions.  Schedules and conducts project meetings with stakeholders and/or new customers. Creates SOWs, FSDs and Change Order documents as required by new/ongoing projects. Manages customers and support ticketing system via Salesforce CRM. Determines resource requirements (resource, software, hardware, and facilities) for projects. Manages scope creep through client change orders or phased delivery to ensure projects deliver on time, and according to functional specifications. Contributed to successful network server migration/upgrade (software/hardware). Successfully on-boarded over 20 new clients increasing company P/L 6% over two years. Manages client software accounts and provide required end-user technical support. Creates workflow and call center CTI scripts using Riverstar Studios application. Manages Salesforce ticketing CRM for external and internal customers.

 Provides desktop hardware/software maintenance services to business & residential clients. Performs peripherals repair, upgrade, and troubleshooting onsite for company’s clienteles. Performs LAN/WAN router & modem device configuration and administration as required by clients. Performs daily tasks including SIP Phone configuration, CRM application troubleshooting, and remote client support.