Customer Service Security

Jamal Bonner

Network & Security Technical Support Specialist II

Brooklyn, NY

*.***********@*****.*** - 347-***-****

• 13+ years' experience in customer service supporting enterprise level accounts including the support of web-

based applications.

• 10+ years' experience providing rapid and client-focused Technical /Desktop Support to 300+ users and

executives in a highly secured environment.

• 10+ years' experience in security support focusing on identifying, evaluating, assessing and resolving

systemic security issues.

• 10+ years' experience in Incident Handling/Incident Response while responding to attacks and using quick

thinking under pressured situations.

• 10+ years' experience in data security within a large enterprise environment.

• Knowledge and understanding of network protocols, network devices, multiple operating systems, and secure

architectures.

• Familiarity with SOX, and other state and federal information security / privacy laws.

• Direct experience with Host Based Security Systems (HBSS).

• Adept at articulating complex technical concepts to customers of varying technical understanding.

• Excel at working within a team based environment and interfacing with people in person.

• Have excellent oral and written communication skills and am able to multi task effectively in high pressure

situations.

WORK EXPERIENCE

Network & Security Technical Support Specialist II

Harris Interactive - New York, NY - 2009 to 2012

Security Support

• Secured desktops and laptops with Windows system hardening and auditing logs for suspicious activity.

• Employed alternate methods to eradicate virus and malware from systems and ensured the application of

appropriate security measures were in place.

• Created badges and maintained local database of badged and formerly badged employees.

• Added and modified badge access rights per job and location for NYC and various off-site employees.

• Monitored and troubleshoot systems availability, recovered data in the event of hardware/ software failure

and utilized WireShark to recognize real or potential service quality issues within a managed environment.

• Protected organization's value by keeping information confidential according to SOX, and other state and

federal information security / privacy laws.

Network Support

• Single provider of desktop support at the corporate headquarters for the executives and general staff.

• Created desktops (Lenovo) and laptops (Lenovo, Dell) for new employees working locally and remotely.

• Developed and documented supported procedures and acted as point of contact for client and management

escalations.

• Traveled to remote office locations to assist in support, migration and move/add/changes and provided virtual

support through SMS, Net Meeting and Terminal Services resolving software and home networking issues

for off-site employees.

• Provided computer and network setup for executive hosted meetings and conferences.

• Supported the network (Hewlett-Packard, Xerox, Ricoh, and Canon), directly attached printers, and provided

feedback and strategic recommendations to management.

• Installed, maintained, and diagnosed the various components of network cable plants and related

infrastructure.

• Documented and tracked problem management tickets using assigned ticketing tool.

• Monitored systems and proactively addressed issues with strong problem solving skills and abilities.

Network Administration

• Created, changed, and deleted user accounts per request within Active Directory.

• Coordinated and communicated with impacted constituencies to configure CPUs, memory, and disk

partitions.

• Repaired and recovered from hardware and software failures and performed hardware upgrades, and

resource optimization as needed.

Technical Network Analyst/Lead

Hewlett-Packard - Fort Worth, TX - 1998 to 2008

Formerly Electronic Data Systems/Sabre Incorporated/Comat Software)

• Provided network administration, security, hardware & software support, and level II desktop support to

American Airlines Systems Operations Control Center (SOC) on a mixed platform (Wintel and Apple) highly

regulated and secured environment according to FAA and Union regulations.

• Served as a Lead Technician for the American Airlines campus and the DFW airport Quantum Deployment

team to oversee the work of various technical teams involved in imaging and asset tagging installation of

10,000+ new devices.

• Led and managed teams of up to 10 direct reports completing tasks such as: device removals, nightly

reconciliation of discrepancies, and adding new devices, and relayed results to management the for morning

status call.

• Provided level II network escalation support to maintain a high level of attention to security issues including

passwords, access rights, privileges, and confidentiality.

• Supported various redundancies on the network that was built-in to prevent the least amount of downtime.

• Provided first level support for AVTEC, Rockwell and Baker IP telephony systems resulting in minimal

downtime of telephony systems.

• Participated in the tracking and prioritization of tickets to ensure incidents were handed-off during shift

changeover.

• Actively participated in communication, escalation, and the prioritization of critical and high priority incidents

and events.

• During the 9/11 crisis situation, I was on the team who installed over 100 additional computers for government/

corporate official investigations including the emergency installation of: hardware, software, data & voice

connections and any peripherals needed within the hallways, break rooms and any other space a cable could

be pulled to.

Desktop Support Specialist

Vanstar - Austin, TX - 1997 to 1998

Technical Support Specialist

Apple Computer - Austin, TX - 1994 to 1997

EDUCATION

Austin Community College - Austin, TX

SKILLS

Certifications - CCNA; Cisco IINS; Comptia Security+, Network+; SSCP

LINKS

http://www.linkedin.com/in/normanjamalbonner

http://www.twitter.com/njbonner

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