Security Analyst

• Jun 2023 - Present

Information Technology Team Lead

• Feb 2023 - Jun 2023

- Assist with and accept ticket escalations from level 1 & level 2 technicians.- Present weekly team meetings for the helpdesk.- Monitor and manage the Call queue to ensure smooth call flow.- Handle and delegate Projects accordingly.- Shadow Technician calls/audit helpdesk tickets and provide coaching as needed.- Attend interviews and assist with hiring process.- Review Firewall changes made by level 1 and level 2 Technicians.- Manage customer priority groups and technicians – Generate reports for call and ticket statistics.- Project Management.- Vulnerability management on POS equipment.- Firewall Administrator for over 5000 locations across the country.- Remotely manage and install SonicWALL firewalls, Cisco Switches, and Aruba & Samsung access points.- Configure and troubleshoot advanced networking, including NATs, site-to-site VPNs, port forwards and internal network communication.- Ensure customers are compliant with PCI-DSS compliance standards.- Ensuring customers are PCI Compliant with internal and ASV scanning. Assisting with troubleshooting failed results.- Desktop and server troubleshooting – Office 365, local antivirus, remote software, file sharing, network printers. - Use of remote software such as TeamViewer, RealVNC, Vigilix, ShowMyPC, GoToAssist, Etc.- Use of networking tools such as packet monitoring, traceroute, and NMAP.- Create and respond to helpdesk tickets. Show less

Level 2 Network Technician / Trainer

• Oct 2020 - Feb 2023

- Train new level 1 Network Technicians.- Assist with and accept ticket escalations from level 1 Technicians.- Manage customer priority groups and technicians – Generate reports for call and ticket statistics.- Project Management.- Vulnerability management on POS equipment.- Audit level 1 Technicians helpdesk tickets.- Firewall Administrator for over 5000 locations across the country.- Remotely manage and install SonicWALL firewalls, Cisco Switches, and Aruba & Samsung access points.- Configure and troubleshoot advanced networking, including NATs, site-to-site VPNs, port forwards and internal network communication.- Ensure customers are compliant with PCI-DSS compliance standards.- Ensuring customers are PCI Compliant with internal and ASV scanning. Assisting with troubleshooting failed results.- Desktop and server troubleshooting – Office 365, local antivirus, remote software, file sharing, network printers. - Use of remote software such as TeamViewer, RealVNC, Vigilix, ShowMyPC, GoToAssist, Etc.- Use of networking tools such as packet monitoring, traceroute, and NMAP.- Create and respond to helpdesk tickets.- Phone Customer Support. Show less

Level 1 Network Technician

• Oct 2018 - Oct 2020

- Firewall Administrator for over 5000 locations across the country.- Remotely manage and install SonicWALL firewalls, Cisco Switches, and Aruba & Samsung access points.- Configure and troubleshoot advanced networking, including NATs, site-to-site VPNs, port forwards and internal network communication.- Ensure customers are compliant with PCI-DSS compliance standards.- Ensuring customers are PCI Compliant with internal and ASV scanning. Assisting with troubleshooting failed results.- Desktop and server troubleshooting – Office 365, local antivirus, remote software, file sharing, network printers. - Use of remote software such as TeamViewer, RealVNC, Vigilix, ShowMyPC, GoToAssist, Etc.- Use of networking tools such as packet monitoring, traceroute, and NMAP.- Create and respond to helpdesk tickets.- Phone Customer Support. Show less

Computer Repair Technician

• Jan 2012 - Oct 2018

- Assist with customer inquiries regarding computer software and hardware operation. - Troubleshoot and repair computer hardware, software, and peripheral equipment following design or installation specifications. - Conduct computer investigative diagnostics tests to resolve issues or provide users with technical assistance and support. - Perform evaluations of computer software and hardware to provide customers with recommended system improvements. - Troubleshoot and repair mobile Android and IOS software. Show less