● Ensured there was proper inventory of devices and asset management was enforced● Responsible for the install and configuration of secure access solutions, ex: ZScaler (ZIA/ZPA), Cisco AnyConnect, Okta● Manage the install, operations, and updates for the enterprise endpoint detection and response agents (FireEye, Carbon Black, Symantec)● Managed end user authentication to enterprise applications and systems via Okta and Active Directory (cloud/on-prem)● Assist in gathering logs for end user devices suspected of malicious activity (MalwareBytes, FireEye, VirusTotal)● Staged emails found to be malicious for further review by Level 2 and 3 security team members ● Enforce application whitelisting via InTune, Avanti and JAMF ● Configures and updates Cisco Umbrella to maintain security compliance● Provides updates for and maintains the FireEye application on company owned devices● Assists with resolving issues related to access, account lockouts or application permissions within Okta● Provides support for networking issues, both on-site and offsite, and troubleshoots issues related to VPN connectivity and access● Builds and provides end-user troubleshooting and desktop support on Windows, Linux and Mac systems● Manages customers' expectations of support and technology functionality in order to provide positive user

● Provided an effortless exceptional customer experience to make it easy for callers to receive answers and solve problems ● Supported client hardware; including registers, bump bars, KPS, kiwis, receipt printers, and connectivity hardware ● Supported client applications such as InFORM, Chick-fil-A Dashboards, Team Member User Administration, HR/Payroll, Digital Operations Portal, Labor Scheduling, the Chick-fil-A One app, etc ● Contributed to the knowledge base by flagging, editing and creating articles ● Followed Standard Operating Procedures ● Managed ticket queue daily to make sure all tickets are resolved, updated and communicated effectively

● Documented the acquired results of analysis and workflows and supports SaaS solutions ● Collected, compiled and analyzed data to identify problems ● Measure performance and identify opportunities for process improvement ● Provided program, administrative, and/or technical assistance to customers and staff