• Escalate and communicate customer issues and network-related alerts to Engineering, Management, and Administration• Respond to customer requests and provide consistent communication, support and training• Interact with Network Suppliers, Vendors, and Customers on a daily basis; opening tickets and performing follow up with external organizations on customer related issues• Perform daily backups and recovery, when necessary with Acronis Backup Solution• Monitor client network connectivity• Troubleshoot PC workstations and take necessary steps to repair• Install, configure and test software and hardware• Install software patches and upgrades as required• Keep users updated and knowledgeable on current and upcoming technology projects• Maintain excellent customer service• Properly process all Service Requests including tracking of incident time, material

• Influence and drive employee engagement through a wide range of platforms that led to a 15% increase in overall score of annual Employee Engagement Survey within 1 year of hire• Managed and maintained two-factor authentication (SecurID) environment using RSA Authentication Manager and a token distribution processes that supported over 40,000 users in the US alone and additional users globally • Planned and implemented multi-factor login implementation for NIST (government/federal engagements) windows workstations leveraging the RSA Windows agent• Assisted with the design and deployment of an upgraded RSA Authentication Manager appliances and environment• Synthesized secure solutions that managed authentications and security across the enterprise• Developed and maintained system, process, best practices, and technical documentation in ServiceNow Knowledge Base

• Initiated and tracked the KPMG Audit Target process for member firms pursuing potential clients• Proactively assisted global and US IT in testing connectivity issues internally and externally for the Sentinel team• Tested enhancements and assisted our team in migrating away from VPN that allowed for a direct connection into a secure hosted environment, which led to improved efficiency in work• Coordinated process to update VPN company-wide to ensure best connection possible with servers located internationally • Supported Partner Rotation Service and Restricted Entity List teams with team partner re-assignment projects for Sentinel Key Clients• Utilized LexisNexis, FACTIVA, and Dun & Bradstreet to assist with maintenance of data integrity within Sentinel• Provided support to global firms via team functional mailbox in regard to Sentinel Affiliate Tool and service requests• Conducted daily data scrubbing to search for and eliminate duplicate entities, presenting potential unlinked entities to the engagement teams and/or Sentinel Lead Partners for review• Identified areas for process improvement through regular maintenance of accuracy of data (such as affiliate details, client position, and tree structure), testing applications, and on-going support of global applications• Set up laptops for new hires ensuring they have proper access and tools to complete day to day tasks

• Recognized for initiating and maintaining a system of documenting processes and procedures for our internal manual• Supported second level support team by assisting on the floor with first-level analyst questions• Helped forensics team manually obtain files necessary to unlock secure hard drives without Safeboot program• Updated database for all customers' programs using Remedy, to ensure troubleshooting by first-level analysts • Created data dumps enabling customers to have updated records of programs and databases• Maintained accounts for Remedy which included setting up contact profiles enabling the rotation of schedules• Monitored functional mailbox to help local technicians solve issues through email