Experience

LMT Technology Solutions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Cyber Security Engineer 2

  • Mar 2022 - Present

  - Security Incident Response & Breach Remediation- Antivirus & EDR monitoring and remote remediation steps (for over 1000 computers)- NY SHIELD law & PII presentations, assessment discussions and policy preparation- Office 365 hardening projects- Audit trail & security logging analysis- Malware removal- Threat assessments- Security questionnaires- Security awareness training - updating training material selections, creating campaigns, enrollment, other administration- Setup & support on password management systems- Training - Security introductions for new engineers, extensive training for cybersecurity team- Documenting writing: Email compromise checks and remediation steps, breach & incident reports, Malware removal process updates, multifactor user and administrator setup instructions, multifactor troubleshooting support steps, hardening project steps Show less

• Cyber Security Engineer

  • Jun 2020 - Mar 2022

  Primary aide to CISOMalware reporting, analysis and remediationSecurity incident response and post analysis, report writing and guidance on prevention Security training in person, over the phone, online, documentation writingPII O365 inspection and hardening

• NOC

  • Mar 2019 - Jun 2020

  3CX VOIP certified - Supporting business phone systemsActive Directory - Account creations, removals and changesSolarwinds computer maintenanceFirewall and VPN troubleshooting, primarily SonicwallTelephone support - Small and medium business technology support for desktops, servers, laptops, network devices, mobile devicesHardware repairs and computer configuration Email - Spam filtration, delivery issuesSite setup projects and onboarding



Center Information Services, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Desktop Support

  • Mar 2017 - Mar 2019

  I imaged, deployed and repaired computers, installed and updated software, troubleshot network devices, and planned and scheduled technology deployments. This also required deploying iOS and Android devices, VOIP phones, configuring printers, troubleshooting routers, network copiers, and a variety of other technology projects. This required travel to several dozen sites for technology repairs and deployment, regular contact with executives and healthcare providers, some cabling, coordination with maintenance team, coordinating with the helpdesk for escalations & onsite calls, maintaining interagency relationships & mentoring employees in technology skills,. Other responsibilities: Desktop field engineer, primary IT contact for HQ of midsize nonprofit, handling escalations from helpdesk, shared responsibility for imaging system, configuration & support for telepresence equipment, creating custom views for ticketing system based on queries, support for Citrix desktop use, and documentation and process guide writing. Show less



Modis

• Switzerland
• IT Services and IT Consulting
• 700 & Above Employee

• Desktop Support

  • Jan 2017 - Mar 2017

  I provided desktop support for CIS through Modis on a contract basis. I provided desktop support for CIS through Modis on a contract basis.



Proofpoint

• United States
• Computer and Network Security
• 700 & Above Employee

• Technical Support Engineer

  • Feb 2016 - Jan 2017

  Windows Server Support, Active Directory and Exchange Integration, software upgrades, server monitoring, web user interface troubleshooting, software bug replication and reporting, software configuration Windows Server Support, Active Directory and Exchange Integration, software upgrades, server monitoring, web user interface troubleshooting, software bug replication and reporting, software configuration



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Consultant

  • May 2002 - Jan 2017

  Multitasking, flexibility, time management, rapid technical skill acquisition and great soft skills are necessary in an outsourced support environment, where responsibilities can change a great deal in a year. Multitasking, flexibility, time management, rapid technical skill acquisition and great soft skills are necessary in an outsourced support environment, where responsibilities can change a great deal in a year.



AOL

• United States
• Software Development
• 700 & Above Employee

• AOL TacOps

  • Oct 2013 - Dec 2015

  Problem & Crisis Management for all employee tools, Network Issues, AOL Websites, Paid Services & Cloud Computing, and other issues impacting AOL Interface between contact centers, IT specialists and management Employee Support and management: troubleshooting, password resets, account creation Organized daily assignments, monitored work and provided on the job training for agents as shift lead Monitored phone and incident queues, communicated with call centers about productivity, identified unusual issues driving call volume & had them promptly resolved Worked with: Active Directory, Microsoft Office, Windows 7, Windows 8, Windows 98, iPhone, iPad, Android, Mac OS 10.9, Avaya VOIP, AIM, Slack, Google Docs, Gmail, Zendesk, Salesforce Special Projects – Mapquest.com support, LEAD training, Documentation & Process Writing Awards & Recogition - Entrepreneurial Spirit, Teamwork, Passion, Problem Solving Show less



Blackboard

• United States
• Higher Education
• 700 & Above Employee

• Technical Support Manager

  • Mar 2009 - Oct 2013

  Supported e-learning websites, particularly Windows and Microsoft SQL systems, and some Red Hat/Solaris systems running Oracle. Triage Responsibilities - Worked with technicians to manage caseloads, and distribute cases based on the skill set and time requirements (particularly during peak season). Formed strong, trust based relationships with clients as a key to solving problems and creating customer loyalty Supported e-learning websites, particularly Windows and Microsoft SQL systems, and some Red Hat/Solaris systems running Oracle. Triage Responsibilities - Worked with technicians to manage caseloads, and distribute cases based on the skill set and time requirements (particularly during peak season). Formed strong, trust based relationships with clients as a key to solving problems and creating customer loyalty



Avaya

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Relationship Manager (Outsourced)

  • Dec 2007 - Feb 2009

  Initial contact point for customer projects, research and other inquiries. Explained concepts and appropriate usage for communications technology. Initial contact point for customer projects, research and other inquiries. Explained concepts and appropriate usage for communications technology.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service & Sales

  • Dec 2006 - Dec 2007

  Sales - personal & small business customers - large technology purchases - value building for repeat transactions Technology: Configuration of computers and compatible technology, Advanced configuration advice and customer service (I especially enjoyed working with customers whose original hardware orders did not meet their needs.) Technical & Service advice for team members, Customer Service: Developed a variety of one call fixes, Escalated Customer Service (while my normal role was sales oriented, experienced team members often stepped up to take care of escalations during busy weeks) Excellent skills in retention of current customers, Imaging consultation - Cameras & Printers from casual to Semiprofessional - Photo & video editing software, hardware & storage Network planning (home - small office) - Routers/Switches - Wireless Networks - Security (standard / childsafe) - Media Device integration (TV, DVR, Slingbox) Show less



Cisco

• United States
• Software Development
• 700 & Above Employee

• Presales Advisor

  • Jun 2005 - Dec 2006

  Provided initial advice on products throughout Cisco's portfolio, and pricing information on request. For qualified customers, arranged appropriate follow-up for purchasing. Provided initial advice on products throughout Cisco's portfolio, and pricing information on request. For qualified customers, arranged appropriate follow-up for purchasing.



Intuit

• United States
• Software Development
• 700 & Above Employee

• Quickbooks - Customer Support Advisor

  • Nov 2002 - Jun 2005

  Advised customers on Payroll, Accounting, Business Projection, Software Integration, Advised customers on Payroll, Accounting, Business Projection, Software Integration,