• Developed Python application which retained a client contract worth over $75,000 of annual recurring revenue• Led initiative for internal observability/issues log and automated system monitoring• Served as Subject Matter Expert (SME) for company SIEM platform. Maintained knowledge of IDS/IPS and VRM products• Utilized multiple programming languages and tools to create custom client reports, API integrations and to maintain fleet of FreeBSD network appliances and supporting systems• Participated as a member of Cyber Security Incident Response Team (CSIRT) and served as Incident Leader on several occasions

• Provided first-level analysis for IDS/IPS and SIEM alerts• Generated, updated, and responded to client tickets

• Monitored, updated, and responded to help desk requests via ticketing software to ensure efficient daily business operations• Coordinated the troubleshooting, repair, or replacement of technology equipment as needed• Supported 1500+ users in call center environment to include desktops, thin clients, vpn remote users, laptops, and IP phones• Supported over 20 conference rooms using Extron equipment for audio/visual needs• Utilized Active directory for managing user settings and configurations for password/access/security requirements• Created and maintained technical documentation relating to job tasks

• Troubleshoot, repair, and maintain client desktop and laptop computers• Performed hardware upgrades on desktop and laptop systems• Increase computing system performance utilizing anti-malware, anti-spyware, disk-cleanup, and registry-cleanup tools• Antivirus detection, removal, and prevention• Researched and quoted prices per client requested specifications• Microsoft Operating System support (9x, XP, Vista, and 7)

• Monitored, updated, and responded to help desk requests via ticketing software to ensure efficient daily business operations• Coordinated the troubleshooting, repair, or replacement of all technology equipment as needed• Coordinated setup and deployment of workstation equipment for new employees to include PC, phones, and desktop scanners• Reviewed server access logs to monitor for unauthorized access per security compliance• Install, update, and maintain VPN clients on laptops for remote users• Provide remote assistance over the phone for users where required• Utilized Active Directory to maintain current and accurate records of users within the domain; add/update/remove users or workstations when required• Created documentation outlining technician procedures to facilitate quick and efficient task completion by standardizing routine activities

• Coordinated the troubleshooting, repair, or replacement of all technology equipment in instructional areas• Deployed computer images via Altiris Imaging software when restores or refreshes were required• Trained, coached, and managed team of technicians and interns in hardware, software, troubleshooting, and problem-solving techniques• Led successful preparation, testing, and deployment of computers to instructional areas without interruption to college activities• Participated in hiring process for new employees to include interns, part-time staff, and fellow full-time employees• Created, maintained, and provided input on technical documentation as well as policies and procedures for several information system processes• Promoted from Information Systems Technician – Part Time to Information Systems Analyst II – Full Time role within 8 months