Robert Wolford Email & Phone Number

Melbourne, Fl, Us

Satellite Beach, Florida, Us

• Identify, investigate, and mitigate security breaches and cyber threats, swiftly responding to incidents to minimize potential damage.• Develop comprehensive security policies and procedures, creating a robust framework for safeguarding sensitive information and maintaining compliance.• Conduct thorough vulnerability testing, risk assessments, and security evaluations, providing actionable insights to improve overall system security.• Execute rigorous security audits, pinpointing areas for enhancement and recommending strategic measures to bolster the organization's security posture.

Reston, Virginia, Us

• Managing risks related to the use of processing, storing, or transmitting information to reduce impact to confidentiality, integrity, availability, and non-repudiation of information systems.• Validating compliance with regulatory and non-regulatory demands while managing and enforcing security policies.• Using security frameworks (e.g., NIST, RMF, Common Criteria, etc.) and mitigate risk via controls.• Ensuring the privacy of data, vulnerability management, and maintain cyber-related policies, procedures, and plans.• Developing technical solutions that require collaboration with internal experts, deep analysis, and understanding of the impact on the end-product/solution.• Assisting in the integration of new cyber tools into the boundary and utilization of applications to strengthen security posture.

Reston, Virginia, Us

• Triaged events, incidents, and assisted with developing AO specific trends.• Supported various collaborative and cross-functional forums to achieve centrally coordinated, threat-informed, and prioritized vulnerability scoring and mitigation methodology.• Supported the development, coordination, release, and compliance of orders.• Provided threat analysis, tracked relevant prioritized incidents, and provided recommended reporting requirements in coordination with the Cross Functional Fusion Team.• Leveraged intelligence and operational data, information, and processes to identify threats, improve security, and reduce the enterprise’s exposure of vulnerabilities.

Mclean, Virginia, Us

• Actively monitored security threats and risks involving client infrastructure.• Completed firewall rule base evaluations, recommendations, and changes.• Investigated firewall rule and access issues providing root cause analysis.• Monitored and analyzed logs and alerts from a variety of tools.• Provided expertise to the team and acted as an escalation point on complex technical issues.• Analyzed security/firewall logs and investigated all irregularities as needed.

Reston, Virginia, Us

• Managed all aspects of corporate infrastructure, including workstations, mobile devices, A/V systems, wireless/wired networks, databases, and cloud solutions.• Implemented, configured, maintained, and troubleshooted specialized internal systems, ensuring confidentiality, integrity, and availability.• Provided full support for corporate environment, including installing and integrating new server hardware/application, routine patch/maintenance, administering hardware/software, and ensuring security and availability at all levels.• Monitored and implemented layered security utilizing endpoint protection, network firewall, email gateway, mobile device management, and SIEM.• Setup and managed user accounts, permissions, and licensing in a hybrid Microsoft AD/Azure environment through an on-premises domain controller ensuring synchronization with Microsoft Office 365.• Developed, designed, and defined IT policies/procedures, system requirements, and researched new solutions for environment improvement.

Reston, Virginia, Us

• Investigated complicated technical issues reported to the OCIO Service Desk and escalated from other technical support areas as a Tier 3 troubleshooter, utilizing advanced troubleshooting techniques to identify the root cause and provide a documented fix for rapid future resolution.• Conducted deep-dives into enterprise-wide issues related to Domain/Accounts, Network Connectivity, Wireless, Routers, VOIP Phones, Mobile Devices, Laptops, Desktops, Printers, Scanners, etc. using available knowledge and approved remediation tools.• Tracked and documented end-user problem resolution through Remedy ticketing system, submitting technical steps to knowledge base to assist other technical tiers.• Collaborated with different teams including desktop, server, network, and security in operations center to provide technical expertise as necessary.• Dedicated to troubleshooting and finding the root cause of issues related to special projects or upcoming deployments as assigned by management, and providing specific information related to any fixes, known errors, or problems that occur into a knowledge database to minimize impact.

Reston, Virginia, Us

• Acted as the main point of contact during system issues for government officials and support groups, informing all pertinent groups when a critical event is negatively impacting an Information Technology service supported by USPTO technical teams.• Documented issues, customer impact, support involvement, resolution actions, and projected time of remediation, and prepared reports of all major incidents along with their status for government meeting review.• Ensured system functionality, developed technical timelines detailing system outage post-impact, and provided reports.• Monitored SiteScope and ITSM Remedy to identify potential system outages or issues that may have an impact.• Tested and verified incident remediation efforts, reporting findings to senior executives to review and approve enterprise-wide fixes.

Reston, Virginia, Us

• Developed and implemented strategies to improve team performance and employee morale through regular evaluations and training opportunities.• Provided professional and timely communication with upset customers, reassuring them of a solution and demonstrating a willingness to deliver excellent service.• Utilized various resources to research and troubleshoot complex technical problems while monitoring floor operations to ensure rapid response to employee, customer, and business needs. • Conducted daily data analysis and compiled charts and graphs for meetings, responding to government inquiries, and ensuring proper policies and procedures were followed.• Mentored analysts in need of additional training, reviewed individual performance reports, and provided guidance to improve job efficiency and effectiveness.• Monitored Tier 2 pending ticket queues in Remedy, resolving difficult issues, and avoiding unnecessary escalations.• Handled advanced troubleshooting within the registry, which lower tier technicians were not approved to handle.• Tracked timekeeping in ECC and verified and approved employee timesheets within the system.

Reston, Virginia, Us

• Mentored and trained Tier I analysts, enhancing their troubleshooting skills and fostering strong working relationships with all USPTO customers.• Conducted independent troubleshooting of technical issues, identifying recurring problems and developing effective solutions through the knowledge base.• Provided over-the-phone support to 10,000+ local and off-site users, meeting contractual Service Level Agreement (SLA).• Resolved internal as well external inquiries and work requests related to maintenance of desktops or universal laptop computers supporting over 200 USPTO customized applications/systems.

Bachelor Of Science (Bs), Criminal Justice And Corrections

Education record

High School Diploma, High School/Secondary Diplomas And Certificates