Cybersecurity Endpoint Engineering Consultant, Product Owner* Develop Agile framework for managing and completing work for operations and engineering team* Coordinate work assignments, review, and approval for engineering tasks* Define strategy and architectural requirements for Endpoint Security

Cybersecurity Endpoint Engineering* Create requirements for endpoint security controls* Includes NGAV, EDR, Disk Encryption, and Device Control* Develop and implement test plans to evaluate functionality and performance for all Endpoint agents.

Providing L3 Operations & Engineering support for 7 security applications and related global infrastructure. * Security solutions include Anti-Malware, Intrusion Prevention, Disk Encryption, and Advanced Threat Detection/Response. * Supported infrastructure includes over 150k endpoints and 150 global physical & virtual servers.* Led project teams from engineering-level role to test/build/deploy multiple new security solutions consisting of 45 servers across 5 global data centers and related clients.* Created technical training documentation and new team policies/procedures.* Created many queries and reports for audit, compliance, and remediation purposes* Coordinated several Change Requests for product deployments.

Managed and coordinated Incidents for multiple locations for the IT Field Services (Onsite) teams. * Handled over 8k yearly Remedy requests. * Ensured support groups were functioning as efficiently as possible via incident management, real-time queue monitoring, audits, enforcing SLA, policies, procedures, and technical troubleshooting. * Identified areas where improvements could be made to existing processes and procedures. * Led project related efforts with global and regional teams to that effect. * Continued to perform software & hardware testing (pilot), inventory management, telecom deployment, and Change Request coordination.

Moved to Onsite Technician role full time supporting local clients and related infrastructure. * Senior technical lead and trainer* Worked several IT projects to improve and/or create new processes, policies, and procedures* Engaged global project teams to create customer experience metrics, service level agreements, and reporting standardization* Created incident auditing process, policies, and procedure documentation, and knowledge-base articles. * Worked with Network & Engineering teams to complete deployment projects and resolve existing infrastructure related issues withing enterprise environment.

While performing L2 Technical Support functions, started working OT with Dell IT Onsite support. Worked directly with users to resolve telecom, network, hardware, & software related issues. Repaired and diagnosed Dell asset laptops, desktops and workstation systems. Position involved extensive troubleshooting to resolve many issues related to Windows Domain, AD, & SCCM.

Promoted to L2 Technician with new group in Consumer Notebook and Desktop support. Handled escalations directly from external customers, L1 Technicians, and 3rd Party Onsite Service Providers to resolve complicated software and hardware related issues. Reduced repeat dispatches and averted unnecessary service calls to save Dell considerable service and parts expenses.

Supported hardware and software related to Dell Latitude and Inspiron systems via Phone (ACD) for Enterprise customers. Assisted co-workers and new hires with technical, policy, and procedure related issues on a daily basis as Mentor/Team Lead.

Promoted to E-Support Specialist supporting desktop and portables systems through a new interactive web-based chat and diagnostic utility. Worked in an on-line environment where procedures and software changed daily to meet goals and customer needs. Handled extensive data analysis projects to track support related trends.

Supported Home and Small Business customers. Fully supported and diagnosed hardware and software related issues for Dell Optiplex and Dimension Desktops. Handled escalated customer calls, took ownership when necessary to resolve the issue, and met all department goals and objectives.