Develop and implement comprehensive cybersecurity tool architectures to protect against evolving cyber threats, assist with securing the latest cloud computing technologies including CI/CD application pipelines, lead and coordinate incident response efforts, conduct digital forensic analyses to uncover and analyze cyber events, configure and manage the Security Information and Event Management (SIEM) system and alerting, perform penetration testing and assist with remediation efforts, review vulnerability assessment reports, collaborate with business divisions to implement security best practices and technical controls, ensuring compliance with regulatory requirements like HIPAA.

Provide digital forensic analysis for litigation, e-discovery, and incident response events, assist IR team with detecting anomalous activity, complete internal network and application penetration testing, perform security reviews and risk assessments, review infrastructure and application changes to verify that undocumented security risks are not introduced, review data loss prevention events to ensure confidential data remains secure, conduct simulated phishing campaigns to help train users to detect malicious emails, recommend new security technologies, tools, and best practices to reduce the risk to agency data as it transitions to cloud based services such as AWS, Azure, Office 365, Teams and SharePoint.

Assist agency with transition from Blackberry mobile devices to Apple iOS based mobile devices. Manage, maintain, support, and troubleshoot Apple iOS 7 mobile devices using Fiberlink's MaaS360 Mobile Device Management solution. Plan, create, and deploy security and device management policies. Assist end users with questions, problems, and requests. Create documentation and support resources for end users. Test and implement new functionality as newer versions of Apple iOS and MDM Application are released.

Provide technical support for the TWDB staff of 300+ users. Install, configure, and troubleshoot desktop PCs, laptops, network printers, scanners, projectors, and end user peripherals. Deploy Windows 7 Operating Systems and applications using the Microsoft Deployment Toolkit (MDT). Support end users with questions regarding Microsoft Office 2010 in an Office 365 environment. Configure and manage user accounts in a Windows 2008 Active Directory environment. Recommend technology and software applications based on agency needs and goals.

Provide technical support for the WIC Application Help Desk and WIC Clinic Staff. Assist in the design, development, and implementation of a new Windows Server 2008 Active Directory infrastructure. Designed and developed a new Windows 7 & Windows Server 2008 image for the 400+ WIC Clinic offices. Support and troubleshoot problems with the clinic computer hardware such as desktop PCs, laptops, servers, printers, tape backups, card readers, VSAT, and UPS backups. Troubleshoot and support network related issues. Install, configure, and troubleshoot Cisco switches and routers. Implemented latest anti-virus solution for clinic PCs and Servers. Create documentation and SOPs to assist in training help desk staff on new hardware upgrades, software updates, and network related issues.

Provide technical support for the State of Texas WIC application for health clinic staff. Support and troubleshoot problems with clinic computer hardware such as PCs, servers, switches, printers, tape backups, VSAT, modems, and UPS backups. Assist clinic staff with the installation and configuration of new computer equipment. Document reoccurring problems with the WIC application and work with the testing and programming team to quickly find resolutions. Created documentation and SOPs to assist in training the help desk team on new software updates and application bug fixes.

Provide TWICES web application support for Texas Health clinics. Assisted clinic staff with adding users, resetting passwords, setting user permissions, reconciling vaccine inventory, generating reports. Alert programming team of any discovered issues or bugs with the web application. Assisting in the installation and configuration of workstation PCs. Loaded images onto workstations, securely wiped data off of end of life workstations and servers, programmed dot-matrix printers.

Provide Tier II support for end users and Level One Technicians. Handle trouble tickets escalated from 1st level to ensure proper resolution. Monitor and support end user hardware and software applications. Provide 2nd level support for POS (Point of Sale) including registers and peripheral devices in addition to all store hardware including printers, TTY terminals and store PC's. Evaluate new systems during pre-implementation phases. Maintain intranet knowledge base, and create training curriculum for lower level tech support groups. Assist various tech support departments to resolve problematic reoccurring issues. Generate weekly help desk statistic reports.

Maintain and support Unix and Windows retail computer systems across 1900+ stores in a call center environment. Supported end users with troubleshooting PC terminals, printers, label printers, mobile laptops, access points, scanning equipment, registers, UPS backups, tape backup drives, LAN lines, as well as POS software. Installed software images to Windows based PC’s. Alerted upper support levels to chronic reoccurring problems and provide resolutions.

Route customers with technical issues to the appropriate technical support group, and assist customers with simple technical issues.

Implemented a Windows 2000 network infrastructure, performed day-to-day operations such as configuring users, creating daily backups, file recovery, security patch installations, monitoring anti-virus websites, supporting staff with computer issues, installation of network software, network and PC troubleshooting. Along with computer support, I provided administrative support for management and office staff.