- Deliver remote technical support for high-volume requests (averaging 140 tickets per week) with an average resolution time of 10 minutes, ensuring efficient issue resolution for nationwide Taco Bell locations in a 24x7x365 environment.- Provide first-line analysis and troubleshooting for technical issues across computer systems, LAN/WAN, and proprietary software applications, resolving problems via phone (90%) and email/chat (10%).- Monitor health and performance of VLANs on Aruba switches and Docker containers, proactively identifying and addressing network or container issues to ensure smooth operations.- Investigate and resolve communication issues across kitchen and register devices, including VoiceAI systems, supporting consistent service flow in all restaurant environments.- Query and analyze logs in MongoDB to diagnose and resolve incidents, conducting root cause investigations for complex issues.- Use device management software, including Esper, EloView, and TeamViewer, to remotely access and troubleshoot devices, effectively addressing hardware and software issues.- Manage remote system access and troubleshooting through dial-in connections, resolving hardware and software issues efficiently with minimal field intervention.- Monitor and manage a dynamic problem queue, prioritizing tasks to meet tight deadlines, and minimizing impact on field operations.- Coordinate with vendors to dispatch support for hardware and broadband issues, following up to ensure break/fix completion and continuity of restaurant operations.

- Conduct comprehensive log analysis on Splunk Enterprise Security and IBM QRadar SIEM solutions, delivering actionable recommendations to technical teams for enhanced security posture.- Monitor and analyze SIEM alerts using Splunk Enterprise Security and IBM QRadar, efficiently identifying and escalating security anomalies for prompt investigation and remediation.- Utilize VirusTotal, AnyRun, and MX Toolbox to perform in-depth analysis of files, domains, and emails, ensuring the legitimacy and security of digital assets.- Examine Packet Capture (PCAP) files to detail infected hosts, creating detailed Indicators of Compromise (IOC) for executive summary reports to aid in threat mitigation.- Configure and manage Fortinet NextGen Firewalls, DNS Security, Website Proxies, and Intrusion Prevention Systems (IPS), strengthening network defenses.- Utilize Threat Intelligence tools such as Acunetix, Armis, and various OSINT tools to enhance asset management and IoT security protocols.- Manage Email Security using ProofPoint, effectively handling phishing cases and mitigating social engineering attacks.- Leverage Ticketing Systems like Jira to efficiently track and manage security incidents, ensuring timely resolution and documentation.- Specialize in End-Point Detection and Response (EDR) with SentinelOne and CrowdStrike, focusing on advanced threat detection and response strategies.- Introduce and apply Vulnerability Management practices using Tenable.io and Nessus for thorough vulnerability scanning and risk assessment

- Managed the desktop support ticket queue through ServiceNow, reducing ticket backlog by 76% within the first quarter. - Maintained a 96% user satisfaction rate by proficiently addressing technical issues for a diverse user base. - Crafted knowledge base articles aimed at top incident types to improve first-call resolution by 53%.- Managed the initial intake and ongoing updates of reported issues through phone inquiries and the ServiceNow ticketing platform, ensuring accurate documentation and timely escalation to relevant support teams for resolution.

- Maintained industry expertise by staying abreast of trends and advancements through continuous training and professional development, ensuring the delivery of cutting-edge solutions and services.- Implemented Integrated Pest Management techniques, leveraging advanced troubleshooting skills to optimize treatment methods and achieve lasting results.- Ensured meticulous documentation by producing comprehensive reports in the customer database, detailing activity levels, findings, and treatments, facilitating informed decision-making.- Demonstrated exceptional interpersonal and conflict resolution skills by effectively resolving customer inquiries and concerns, ensuring positive outcomes and customer retention.