Lead the design and implementation of advanced technical solutions, with a strong focus on cybersecurity measures.Oversee the development and maintenance of network infrastructure, ensuring robust security and optimal performance.Collaborate with the technical team to develop and implement strategies for enhancing network security and infrastructure resilience.Manage the deployment and configuration of security solutions, including WatchGuard firewalls and UniFi network management systems.Provide expert technical guidance and support to clients, resolving complex issues and ensuring the highest standards of service.Continuously evaluate and enhance cybersecurity protocols to protect client networks and data.Foster a culture of technical excellence and innovation, driving the team towards achieving cutting-edge solutions and best practices.

As a Senior Technical Support Specialist, I provided end users and internal staff with effective triage and troubleshooting to resolve technical issues. I built strong relationships with key stakeholders through on-site visits and resolved complex technical issues. I maintained and supported the organization's network infrastructure using WatchGuard firewalls, managed DNS records, DHCP scopes, and IP address management to ensure efficient network operations. I deployed WatchGuard firewall solutions to secure client networks, monitored network activity, and ensured compliance with security best practices. Additionally, I performed network monitoring and analysis using UniFi network management software, deployed UniFi access points, switches, and security gateways to ensure optimal network performance and stability.

As a Helpdesk Support Specialist, I provided technical support to end users by managing Azure user accounts and permissions, implementing Azure Multi-Factor Authentication (MCAS) for enhanced security, and utilizing Azure Defender for threat protection and security monitoring. I worked on Azure projects, including deploying and managing virtual machines, storage solutions, network configurations, security, and monitoring to ensure successful project delivery. I implemented and managed user and group policies to enforce security and compliance requirements, monitored Active Directory for security breaches and unauthorized access attempts, and provided support for resolving issues. I utilized Datto RMM for remote monitoring and management of client systems, including proactive monitoring for potential issues, automating patch management for security and stability, efficiently deploying software updates, and providing remote desktop support to resolve Level 1 issues quickly and effectively. Additionally, I conducted IT asset auditing, maintained accurate documentation and procedures, and recorded daily data communication transactions, problems, remedial actions taken, and installation activities.

As a Helpdesk Officer, I set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software. I prepared evaluations of software and hardware and recommended improvements and upgrades to enhance system performance. I conferred with users, conducted computer diagnostics to investigate and resolve problems, and provided technical assistance and support. I referred major hardware and software problems and defective products to vendors and technicians for service, and oversaw daily performance of computer systems to ensure optimal functionality. I inspected equipment and read order sheets to prepare for delivery to users, and provided product information and resolved concerns to assist customers.

As a Coles Customer Service Specialist, I provided exceptional customer service by greeting customers, answering questions, and resolving customer inquiries and complaints in a timely and effective manner. I utilized my excellent communication skills to engage customers and build rapport, and consistently exceeded customer expectations by going above and beyond to meet their needs. I operated cash registers and processed customer transactions accurately, and maintained a clean and organized work environment to ensure a positive customer experience. I assisted in the replenishment of stock and display of merchandise, and contributed to the overall success of the store by performing various tasks as needed. I stayed up-to-date on product knowledge and company policies, and consistently demonstrated a strong work ethic and a commitment to excellence.