Security Customer Service
Resume:
Reginald T. Davis
**** ***** *****, *********, ** 30294
*********@*****.***
Information Security Subject Matter Expert with 7+ years of experience in the fields of information systems, infrastructure architecture, cybersecurity, Security Operation Center and Data Protection runs cyber capabilities with an emphasis on detecting, responding and preventing cyber incidents within all network firms. I was responsible for all internal security and responsible for the technical and process direction of the Security Operations Center.
PROFESSIONAL EXPERIENCE
Optiv – Atlanta, GA
May 2014 - Oct 2017
IAM Operational Support / SOC Engineer I
Responsible for initial triage of incoming client issues. Address basic MSS and support-based client configuration issues and alerts.
Analyze and respond to security threats from various security platforms and technologies.
Support, troubleshoot, configure, manage, and upgrade FW, NIDPS, UTM, VPN, WAF and a wide variety of other security products.
Perform network troubleshooting to isolate and diagnose common network problems, using strong TCP/IP networking skills.
Respond to inbound requests via phone and other electronic means for technical assistance with managed devices.
Respond in a timely manner (within documented SLA) to: configuration, maintenance, incident management, and other requests.
Document actions in ticketing system to effectively communicate information internally and to customers.
Respond to needs and questions of customers concerning their access to network resources through their managed device.
Adhere to established MSS policies, procedures, and security practices.
Resolve problems independently and understand escalation procedures.
May be dispatched to customer sites to assist and/or facilitate repair or installation of supported products.
Ensure that Service Level Agreements are defined, tracked and met across SIEM
Develop and support strategic plans and projects to meet Global Security and SOC goals and objectives
Determine staffing requirements: guides recruiting, hiring, training, development, and retention of highly qualified team members
Identifies opportunities to improve security monitoring and operational tasks
Evaluate existing SIEM rules, filters, events and use cases and adapt to meet the business requirements
Work with outside teams in the development of a comprehensive set of operational security policies and standards designed to permit the organization to achieve its business objectives while effectively managing our security and compliance requirements of meeting PCI and SOX goals.
Identifies opportunities to improve security monitoring and operational tasks
Perform other duties as assigned.
2+ years using Splunk to track and troubleshoot issues with traffic on firewalls and servers. Created, maintained and updated scripts in team documentation for other team members use
Systems used:
oSplunk
oSailPoint
oIdentity IQ
oPRTG
oSymantec
oWireshark
oOracle
oServiceNow
oCyberArk (as a password vault)
oRSA (reset and manage tokens)
Tek Stream Solution
March 2014 – March 2014 (Contract)
IT Consultant
Responsible for onsite and remote support to our clients
Manage support requests through our ticketing system
Provide top-notch Customer Service with timely and accurate support
Design and implement networks, including Firewalls, Windows servers, workstations, remote backup, wireless networking and virtualization
Deploy and support network, security and desktop solutions
Provide Application support to Users involving a wide variety of applications
Install, configure, and deploy new hardware/software as well as upgrades and maintenance
Previous IT Consulting Experience (required)
Windows Server 2003/2008/2012, Group Policy, Active Directory (required)
Server and Desktop Hardware support experience (required)
Firewall, Router and Switch setup and management experience (required)
Server Setup and Management of Windows Domain
training on The Client’s suite of terminal solutions, and actively working in a development support role
Ticketing System utilized to complete multiple service orders and meet SLA standards of 98% second day closed on a daily basis
ITT Technical Institute
June 2013 – March 2014 (Contract)
Network Test Systems Engineer and Jr Help Desk
Worked with Cisco security labs on campus; designing, building, and maintaining them
Maintained Windows Active Directory
Setup new user accounts and profiles and handle password issues
Improved quality of student labs that focus on networks and network security.
Documented, managed and controlled inventory and marketplace as well as storing client information
Deployed mass reimaging of campus computers
Repaired computers
Replaced or reimaged hard drives, Memory upgrades
Supported 25 reps and Supported 300 + students
EDUCATION / CERTIFICATIONS
ITT Technical Institute, Atlanta
Associates Degree, Computer Network Systems
Major: Computer Network Systems, Earned April 3rd 2014
Checkpoint Certified - CCSA
Fortinet Certified - NSE4
Palo Alto ACE Certified - ACE
Exposure:
Troubleshooting Microsoft Windows Operating Systems (XP, Vista, 7)
Technical communication skills with the ability to break it down into everyday language
Experience working in a Security Operations Center
Remove spyware, viruses, malware, and optimized
Working knowledge of Linux systems (Fedora and Ubuntu-based distributions)
Experience working in a Security Operations Center
Knowledge of network protocols and operating systems (Windows, Unix, Linux, Databases)
Some working knowledge of Splunk
Experience running Load Point Analysis
Diagnosing and solving hardware/software issues
Monitor Network Performance
Install software (Windows and Linux environments)
Setup and configure Windows Active Directory and Server
Install operating systems and transfer profiles
Designed and maintained Cisco test lab for ITT campus
3+ years experience monitoring, managing, and tune networks
3+ years experience installing and configuring routers, switches, and hardware firewalls
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