Monitor ticket queue and other support channels and respond accordinglyTroubleshoot hardware and software issues onsite and remotelyEquipment setups and movesComputer imaging and configurationLog, update and follow up on support requests in ticketing system.Ensure support meets the customer requirements as defined in the Service Level AgreementsAssist other groups in Technology with tasks required onsiteAssist with technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware and other duties as assignedCommunicate any escalation of issues and/or feedback to proper management

Worked with compliance and litigation team on identifying and investigating unauthorized data usage from suspect real estate firms and individuals involved in data theft Investigations led to successful revenue recovery of over $1.89 million annually with new theft monitored to case build until violations become in excess of greater than $10000 Improved in-house audit tools by means of better IP address identification with Domaintools, additional honeypot methods by coordinating with sales teams, and more efficient search querys to improve e-discovery methods through introduction with Splunk Obtained ISP search warrants for high profile suspect firms such as rogue users from high profile consultancy firms such as Blackrock and Brookfield Asset Management Tracked in bounded data for litigation ranging from SMTP based email to marketing platform data detail Coordinated, responded and resolved high priority data collections request. Managed eDiscovery projects requiring collection of both unstructured and structured data ranging from suspect login times, IP address, geolocation, and monitored phone calls Analyzed and processed cases with FTK and EnCase manager in maintain an inventory that has list of terminated employees’ data Configured and updated all forensic applications, forensic hardware, and vulnerability assessment utilities Ran SQL queries and extracted data from Salesforce, Hubspot and website database with Python scripts to effectively analyze culprit users Draft, edited and executed forensic data collection scripts to retrieve highly confidential information in preparation for litigation in cooperation with Ackerman Inc Trained new employees and litigation team on data collections systems and built custom Python scripts to effectively pull data from each team member’s tailored datasheet Utilized Macquisition, Xways, and Sleuthkit to analyze hard drives from potential rogue employees

Utilized various forms of cyber security software to monitor users all citywide such as Verified, modified, and provisioned over 60 employee accounts on a day to day basis with thorough active directory use Actively worked with other identity access management teams to resolve potential vulnerabilities and undocumented users Utilized various network monitoring tools such as Wireshark, AngryIP Scanner, and Spiceworks to analyze internet traffic of over 86 public schools citywide Troubleshooted problems ranging from employee email access to peripheral equipment among in house enterprise applications Gained exposure to Splunk for security solutions training as a new SIEMs with various simulated labs and sample scenarios to respond

Verified, modified, and provisioned over 40 employee accounts on a day to day basis with precise incident response times <2 minutes per user Strategized with other teams to resolve potential vulnerabilities and verification of undocumented users that were categorized into high priority Assisted various help requests ranging from hardware troubleshooting/installation to website assistance Troubleshooted problems with Debian based Linux platforms and various Windows applications such as Exchange Built new computers and provisioned servers based on company’s assigned budget and needs