• Provided security evaluation advice to healthcare clients to help safe guard against attacks and unauthorized users.• Maintained and fostered client relationship; utilized crm (Salesforce) to document all service preferences, activities, and correspondences on clients account.• Troubleshooted all technical issues including internet connectivity issues, viruses and data transfers.• Modified, and applied SQL commands to complete set up and administration of computer databases.• Manipulated and developed crystal-reports to give client customized data driven reports.• Provided excellent customer service through active listening, showing empathy and attention to details. Installed and configured computer software, hardware and networks.• Kept up to date with cyber security and HIPAA training to comply with government regulations and client expectations. Knowledgeable of Nist 800-66.• Provided first line telephone, email and ticket routing services for security event notifications.

• Created, modified and maintained case logs from incoming and outgoing calls to ensure proper documentation of issues/resolutions for veterinary, dental, hospitals and nursing facilities.• Fostered key accounts with global fortune 500 clients; adhering to changing SLA's and ensuring compliance with company policies and procedures. • Utilized TeamViewer and other remote software to provided one-on-one end user resolution over the phone, via email and chat.• Responsible for imaging HDD using Ghost and deploying hardware to field technicians.• Identified, diagnosed and resolved level two problems for users of the .Net mainframe, connectivity and local network issues within a call center environment.• Modified, and applied SQL commands to complete set up and administration of computer databases.• Provided training to end users of modifications to existing processes and new functionalities.

• Managed support call queues of civilians, local, state and government end-users to provide and process information.• Developed and maintained new business relationships to generate growth and profitability; adapted to changing client policies. • Analyzed raw data from units and presented analysis to law officials to assist them in making valid cases.• Diagnosed and resolved technical hardware and software issues involving internet connectivity, cellular connectivity, browser clients, over the phone as well as in person. • Created and update security event investigation notes, conduct shift change reports on open cases, and maintained case data in the Incident Response Management platform.• Maintained accurate client records to be accessed later for management training sessions, and legal proceedings. • Designed, set up and implemented tests, corrected errors and made necessary suggestions for modification to training manuals.

• Managed over 400 servers utilizing remote software to ensure up-time and business continuity.• Provided desk side and phone based IT support for all onsite staff as well as external customers.• Setup Microsoft domains, troubleshooted technical issues including active directory & password resets.• Troubleshooted, researched, diagnosed, documented, and resolved technical issues surrounding Windows XP, 7, 8, 10, Mac OS, tablets, Ipads, MS Office applications, email, and VPN.• Categorized support problems and responded with appropriate level of urgency.• Managed and delegated support cases daily; directly supported internal customers with end-user inquiries.• Researched issues on various computer systems and databases to resolve complaints, answer inquiries, and outline solutions.•Administered workstation hardening, encryption, anti-virus installation and configuration.• Setup Microsoft Domain with Windows Server 2008 R2 to assist with administration of Active Directory.

• Verified insurance, created and readied orders within ACIS; communicated daily with emergency personnel, routing specialists, and insurance companies. • Attended meetings and training outside of regular assigned schedule to stay current on new technology and products. • Delivered one- to-one end user troubleshooting to diverse and multi-generational patients to ensure proper treatment as prescribe by medical physicians.• Interacted with patients to provide and process information in response to inquiries, concerns, and requests about products and services.• De-escalated situations using appropriate interpersonal styles and methods to reduce tension or conflict.• Gathered patients information and determined the issue by evaluating and analyzing symptoms.