System Support Specialist Ii
Current• Identified and resolved a Crowdstrike outage causing Blue Screen of Death errors on several key desktops, preventing a major work stoppage. Fixed the issue in a timely manner, with less than ten workstations needed further attention, maintaining the Food Bank's operations.• Maintained a seamless inventory of 300+ devices including laptops, desktops, cellular telephones, tablets, bar-code scanners, printers and peripheral devices for over 200+ users, ensuring regular security updates and secure endpoint protection.• Successfully onboarded 200+ users to an efficient Cybersecurity Education Platform (KnowBe4) with ongoing training modules, reducing phish-prone score from 20% to 2.8% in a period of four months.• Consistently achieved a 90% SLA compliance rate, ensuring timely and efficient service delivery.• Spearheaded the transition of IT infrastructure from Cortex Endpoint Detection to Crowdstrike Falcon Sensor, resulting in zero threat incidents through proactive monitoring and management.• Identified a significant vulnerability in the physical layer of our system across multiple locations, and implemented a secure, cost-effective solution that was compliant with NIST 2.0 standards.• Evaluated and selected different vendors to perform penetration tests across our systems, using the results to successfully identify and remediate vulnerabilities.• Effectively assessed various vendors and helped transition our IT Service Management Tool from TopDesk to FreshWorks, streamlining operations and improving efficiency.• Standardized AV across multiple conference rooms for in-person and remote meetings.• Two-time values achievement award winner for “accountable” and “collaborative.”
