• Managed configuration of CyberArk for system hardening• Help IT Security with auditing user activity • F5 Access Policy Manager for policy deployment• Used SolarWinds for SIEM solution• Used Carbon Black for endpoint security• Assist with phishing attempt investigations• Setup Okta for a single sign on solution and ensure users are properly setup with the system• Troubleshoot connectivity issues including wireless networking and VPN(GlobalProtect and Cisco AnyConnect)• Properly configure and troubleshoot Cisco ASA Firewalls• Support internal employees on hardware and software issues• Assisted the Networking team with racking, stacking, and mounting hardware• Install and configure servers and routers• Managed system automation using Docker and Ansible• Assisted with managing Cloud Services such as Amazon AWS, and Rackspace• Install network upgrades such as storage, memory, and CPU for increased performance• Help build out new offices with hardware • Provision and support user accounts and permissions in Active Directory• Identity and Access Management using LastPass for security and password management• Helped with implementation of Adaxes to replace Active Directory for automation• Troubleshoot employee issues with regards to software and hardware problems• Troubleshoot connectivity issues including wireless networking and VPN• Receive and document all inbound tickets, emails, phone calls, and in-person request for IT services• Keep managers informed on IT resources and future needs for growth• Ensure tickets are escalated appropriately, notifying team members when necessary

• Managed configuration of CyberArk for system hardening• Help IT Security with auditing user activity • F5 Access Policy Manager for policy deployment• Used SolarWinds for SIEM solution• Used Carbon Black for endpoint security• Assist with phishing attempt investigations• Setup Okta for a single sign on solution and ensure users are properly setup with the system• Troubleshoot connectivity issues including wireless networking and VPN(GlobalProtect and Cisco AnyConnect)• Properly configure and troubleshoot Cisco ASA Firewalls• Support internal employees on hardware and software issues• Assisted the Networking team with racking, stacking, and mounting hardware• Install and configure servers and routers• Managed system automation using Docker and Ansible• Assisted with managing Cloud Services such as Amazon AWS, and Rackspace• Install network upgrades such as storage, memory, and CPU for increased performance• Help build out new offices with hardware • Provision and support user accounts and permissions in Active Directory• Identity and Access Management using LastPass for security and password management• Helped with implementation of Adaxes to replace Active Directory for automation• Troubleshoot employee issues with regards to software and hardware problems• Troubleshoot connectivity issues including wireless networking and VPN• Receive and document all inbound tickets, emails, phone calls, and in-person request for IT services• Keep managers informed on IT resources and future needs for growth• Ensure tickets are escalated appropriately, notifying team members when necessary

• Support internal employees on hardware and software issues• Help build out new offices with hardware • Provision and support user accounts and permissions in Active Directory• Helped with implementation of Adaxes to replace Active Directory for automation• Troubleshoot employee issues with regards to software and hardware problems• Troubleshoot connectivity issues including wireless networking and VPN• Receive and document all inbound tickets, emails, phone calls, and in-person request for IT services• Communicate issue status and resolution proactively• Keep managers informed on IT resources and future needs for growth• Help IT Security with auditing user activity • Assist with phishing attempt investigations• Ensure tickets are escalated appropriately, notifying team members when necessary• Assist with regular hardware and software inventory audits• Document, track and monitor technical problems and solutions• Help to foster and grow a positive and proactive IT Experience for the organization• Help other team members when necessary• Suggest new procedures to reduce repeat issues• Support both Windows and Mac users• Ensure users are setup with Okta• Manage devices in JAMF as well as Meraki MDM• App stack using JAMF• Managing configuration profiles using JAMF Pro• Manage devices and deploy policy using JAMF Pro

• Provide support to employees on a variety of hardware and software issues• Assisted the Networking team with racking, stacking, and mounting hardware• Install and configure servers and routers• Managed configuration of CyberArk for system hardening• Identity and Access Management using KeePass for security and password management• Work with Azure cloud services to help with security hardening• Interface with GroupWise to deal with Linux server integration• Managed system automation using Docker and Ansible• Properly configure and troubleshoot Cisco ASA Firewalls• Install network upgrades such as storage, memory, and CPU for increased performance• Provision and support user accounts and permissions in Active Directory• Assisted with managing Cloud Services such as Amazon AWS, and Rackspace• Troubleshoot employee issues with email, Windows, printers, and phones• Troubleshoot connectivity issues including wireless networking and VPN• Receive and document all inbound tickets, emails, phone calls, and in-person request for IT services• Ensure tickets are escalated appropriately, notifying team members when necessary• Assist with regular hardware and software inventory audits• Mac mobile deployment administration using JAMF• App stacking using Composer for JAMF deployment• Suggest new procedures to reduce repeat issues• Experience supporting Windows 10, 8.1, and 7• Experience supporting and troubleshooting Microsoft Office products• Ability to communicate clearly and effectively with employees in all departments• Excellent organizational, customer relationship, verbal and written communication skills• Highly dependable and professional• Excellent problem solving and listening skills• Manage accounts in Active Directory, Sharepoint Admin, and Azure

• Maintain security and administrative control of over company login credentials.• Security Auditing on user login credentials and passwords• Manage logins and liability of access to servers and portal logins.• JAMF user administration to ensure security policies• Machine reporting using JAMF• Deploying company apps to Mac Self Service using JAMF• Diagnose computer problems and help resolve them.• Create process documentation in a presentable format for training.• Manage, lead, and run financial fraud investigations when needed. • Manage, lead, and run security liability risks within our own systems.• Submit orders for roughly 130 different international carrier/client combinations.• Ensure that orders are processed in a timely and accurately manner meeting all quality metrics.• Be available by phone, email, IM, and VOIP for all the clients when necessary.• Attend in person, or VOIP conferencing training for new clients.• Assist in training new hires on our processes, procedures and expectations.• Keep up with client contracts and any changes in their processes, or rules we have in place for each client.• Remain flexible as needed to assist in submitting orders for other teams and co-workers when necessary.• Relay any inconsistencies to my Lead as well as the PS/CSM teams as needed to ensure that orders are processed quickly and accurately.• Have shown dedication by being flexible with changes made and by maintaining my quality and quantity of work.• Work to foster interdepartmental relationships.

• Receive and handle incoming and outgoing calls including emails from clients and potential clients regarding any billing transactions or technical assistance related to Blizzard Entertainment games.• Provide knowledge and troubleshooting with PC and MAC hardware/software including patches and updates to assist customers in entering our games.• Provide management and development teams with customer and personal feedback to positive game changes as well as changes in policy to better suit the customer’s needs.• Assisting clients in account recovery when accounts are lost under circumstance of compromise.• Monitor account activity to determine what IP addresses are accessing the account to confirm no malicious users are trying to take access.• Supported various operating systems including Microsoft Windows, Mac OS and Linux for a client base of over 12 million.• Assist customers in diagnosing their systems to run our games successfully including updating of video and sound drivers and configuring administrative rights over their systems.• Enabling and Disabling Antivirus and Firewall systems and configuring manually if needed for all latest software.• Opening and closing ports necessary to allow customers to enjoy our services without interruption.• Repair infected files from malicious viruses, keyloggers and general malware.

• Receive incoming calls from DSL internet service clients in regards to troubleshooting their connections, networks, and email clients. • Successfully take incoming calls as well as respond via outgoing calls with help in regards to internet connectivity. • Knowledge of PC hardware and software including knowing how to run and configure IP addresses, TCP/IP Winsock information, Command Prompt commands, etc.• Assisting inbound clients in all Windows Operating systems and also MAC OS.• Assisted customers in disabling or enabling and configuring anti virus and firewall software across all platforms.

• Provided customers with exceptional trouble shooting, technical support, customer service, and graphic knowledge in regards to online graphics designing for postcards, flyers, brochures, (etc..) for a variety of different industries. • Successfully anticipated customer's needs and questions in a timely and accurate manner securing repeat business • Assisted in tracking pending orders and also reviewing previous order history. Follow up with UPS with waybill/tracking numbers when requested. • Assisted agents/customers who called in with graphic knowledge and helped ensure their designs will be printed in good quality. • Reviewed files for file specifications as well as quality in regards to DPI and .JPG color modes. • Ensure that note taking is always detailed enough to know what happened in order to prevent further conflict. • Attended weekly meetings to provide managers and IT with feedback regarding the website. Provided ideas on how to ensure the flow of the website as well as make sure that the website is user friendly. • Generated PDF proofs for customers so that they may be able to review their designs before ordering to get an idea of a finished product. • Kept a professional and friendly relationship with current clients to make sure their needs are being satisfied as well as staying in contact in a way they feel comfortable: Online, email, fax, or phone.