Mark P. Email & Phone Number

Windsor, Ontario, Canada

SIEM Monitoring and AnalysisProficient in monitoring and analyzing Security Information and Event Management (SIEM) systems.Skilled in leveraging SIEM tools to detect and investigate potential security incidents.SIEM ImprovementSuccessfully enhanced SIEM capabilities by implementing proactive measures and refining incident detection and response processes. Led efforts to optimize SIEM configurations, rules, and alerts for improved threat detection and overall security posture.IPS and Firewall Monitoring and AnalysisExperienced in monitoring and analyzing Intrusion Prevention Systems (IPS) to detect and mitigate network intrusions.Capable of interpreting IPS logs, analyzing network traffic, and responding swiftly to potential threats.Incident ResponseDemonstrated expertise in incident response procedures, including triaging, containment, eradication, and recovery.Proven ability to coordinate and lead incident response efforts, ensuring swift and effective resolution of security incidents.

Windsor, Ontario

Vulnerability Scanning and AssessmentProficient in conducting vulnerability scans and assessments using industry-leading tools. Skilled in identifying and prioritizing vulnerabilities based on severity and potential impact.Netflow MonitoringProficient in monitoring and analyzing network traffic using Netflow technologies. Skilled in leveraging Netflow data to identify anomalies, detect potential security incidents, and troubleshoot network issues.Email AnalysisExperienced in analyzing email communications to identify and investigate potential security threats. Capable of examining email headers, content, and attachments to detect phishing attempts, malware, and other email-borne risks.Threat Intelligence IntegrationProficient in integrating threat intelligence feeds with Netflow monitoring and email analysis processes. Skilled in leveraging threat intelligence to enhance the detection and response capabilities of network and email security systems.Incident Investigation and ResponseDemonstrated expertise in investigating security incidents involving network traffic and email communications. Proven ability to conduct in-depth analysis, collect evidence, and respond effectively to mitigate the impact of incidents.Reporting and DocumentationProficient in generating detailed reports and documentation related to Netflow monitoring and email analysis activities. Skilled in documenting findings, actions taken, and recommendations to improve network and email security measures.

Windsor, Ontario, Canada

Windsor, Ontario, Canada

Provide First-Line Support: Respond promptly and professionally to incoming inquiries, incidents, and requests from users via phone, email, or ticketing system.Troubleshoot Technical Issues: Diagnose and resolve software, hardware, and network-related problems, utilizing knowledge bases, documentation, and remote access tools as necessary.Ticket Management: Create, update, and track support tickets to ensure accurate and timely resolution of user issues. Document all relevant information, troubleshooting steps, and resolutions in the ticketing system.User Account Management: Assist with user account setup, password resets, access permissions, and account terminations following established security protocols and procedures.Software Support: Provide guidance and support for commonly used software applications, including Microsoft Office Suite, email clients, web browsers, and other business-specific applications.Remote Assistance: Utilize remote desktop tools to provide hands-on technical assistance and troubleshoot issues on end-user devices.Documentation: Maintain accurate records of support activities, known issues, and frequently asked questions (FAQs) to develop and update knowledge base articles for internal and user reference.Escalation and Collaboration: Escalate complex or unresolved issues to the appropriate teams, following established protocols. Collaborate with other IT teams to ensure effective problem resolution and provide timely updates to users.Continuous Improvement: Proactively identify opportunities for process improvement and efficiency gains within the helpdesk function. Contribute to knowledge sharing initiatives and stay updated with industry trends and best practices.

Technical Support: Provide expert technical support to customers, partners, and internal stakeholders for BlackBerry products, including BlackBerry Enterprise Server (BES) and BlackBerry devices.Troubleshooting and Issue Resolution: Diagnose and resolve complex technical issues related to BlackBerry software, hardware, connectivity, and application functionality using appropriate troubleshooting methodologies.Customer Communication: Interact with customers via phone, email, or ticketing system to gather information, understand issues, and provide clear and concise instructions, guidance, and resolutions.Incident Management: Track and manage customer-reported incidents in accordance with established processes, ensuring accurate documentation, timely updates, and appropriate escalation when needed.Root Cause Analysis: Conduct in-depth analysis of recurring issues, identifying root causes, and providing recommendations for preventive measures and process improvements.Knowledge Base Maintenance: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides to enhance customer self-help resources and improve efficiency.Customer Relationship Management: Build and maintain strong relationships with customers, understanding their business needs and ensuring a positive customer experience throughout the support engagement.