Lee Woolley Email & Phone Number

Woonsocket, RI, US

-Guided, advised, and mentored analysts to enhance their skills and performance.-Led senior analysts in executing strategic projects and initiatives-Spearheaded SOC tool optimization and integration projects, enhancing threat detection and automation capabilities-Directed 24/7 operations, ensuring timely response and resolution of security.

Woonsocket, RI, US

-Provided leadership by facilitating team meetings, coordinating group calls, and driving strategic initiatives to enhance team alignment and performance.-Coached, advised, and mentored analysts to strengthen their expertise and foster professional growth.-Led critical incident management as the designated Incident Response (IR) lead, ensuring swift.

Woonsocket, RI, US

-Analyzed network traffic to identify anomalies, such as unusual host-to-server traffic patterns, to enhance threat detection.-Investigated and remediated malware infections, securing network integrity and minimizing potential damage.-Mitigated brute-force attacks through proactive firewall blocks, strengthening network security.-Trained and onboarded new.

Woonsocket, RI, US

• Maintaining knowledge database in call logging tool with accurate and current end user information relating to current policies, procedures, and troubleshooting techniques.
• Ensuring every knowledge article is written in user friendly terms and is in a standard format.
• Reviewing existing knowledge articles in our knowledge database and verify existing documents are still valid.
• Creating a process to audit our knowledge articles with the business owners on a yearly basis.
• Updating knowledge base and create new knowledge articles in support of any CVS/Caremark initiatives or projects that result in change activity in the business or in the IT Service Center.
• Analyzing reporting to identify trends and determine areas of opportunity within the knowledge base and training to maximize first point of contact resolution rate.

Woonsocket, RI, US

• Maintaining knowledge database in call logging tool with accurate and current end user information relating to current policies, procedures, and troubleshooting techniques.
• Ensuring every knowledge article is written in user friendly terms and is in a standard format.
• Reviewing existing knowledge articles in our knowledge database and verify existing documents are still valid.
• Creating a process to audit our knowledge articles with the business owners on a yearly basis.
• Updating knowledge base and create new knowledge articles in support of any CVS/Caremark initiatives or projects that result in change activity in the business or in the IT Service Center.
• Analyzing reporting to identify trends and determine areas of opportunity within the knowledge base and training to maximize first point of contact resolution rate.

Woonsocket, RI, US

• Led junior IT consultants and customer service representatives in a help desk environment
• Responsible for the training of new colleagues in addition to serving as a SME for existing staff
• Accountable for resolution of high visibility technical tasks as escalated by management
• Technical liaison for the on-boarding support of multiple projects within the organization such exchange migration and VPN solutions
• Served as an Incident Coordinator for the IT help desk to receive and assess reports of technical issues that may potentially cause financial or customer impact.
• On-call support for off hours high severity/business critical incidents and ensure proper hand off to Incident Management

Phoenix, Arizona, US

• Transfer and enrich product data through Content Management System
• Provide quality assurance for data integrity and identify product attributes
• Prepare team communication and develop training materials with coworkers.
• Identify potential future enhancements to Product Information Management system tocreate efficiencies in product setup
• Reviews, Edits and Improves HTML coding within website content

Saltaire, West Yorkshire, GB

• Assessed clients technical problem and created plan of action
• Guided clients in resolving their technical problem
• Maintained detailed records of calls, technical problems and resolutions
• Trained clients in all aspects of services and equipment
• Strengthened relationship between client and company for the benefit of all parties

Computer Engineering, Computer Hardware Engineering

High School Diploma, General Studies