Summary of Qualifications:

Driven engineer specialized in network support and cyber security for a large financial institution. Experienced in supporting users and functionalities across various technologies such as Carbon Black, AS400 and Active Directory as well as investigating network and security incidents.

Experience

Technical Support Specialist, City National Bank of Florida (formerly TotalBank)

September 2017 – Present

•Provide on-site and remote troubleshooting support for Windows PCs, ATMs, and banking applications.

•Communicate with third party vendors such as Fiserv to resolve issues with banking and loan origination applications.

•Review user access to internal systems by keeping 2FA tokens, MDM policies, and workstation policies up-to-date.

•Detect, respond, and isolate threats via Carbon Black Response by blacklisting malicious hashes, conducting endpoint activity analysis to view hidden processes, and deploying agents on endpoints to monitor for suspicious activity.

•Respond to incident reports from Secureworks SOC, isolating and scanning endpoints as they become targeted.

•Respond to cybersecurity and information security incidents by working with analysts and ISOs to mitigate damage.

•Support end-users on Active Directory, AirWatch MDM, RSA SecurID, Microsoft Office Suite, and AS400 Systems.

•Provision Cisco VoIP devices through Cisco Unity and Unified CM

•Provide technical support during systems migration throughout process of integration during merger and acquisition.

•Troubleshoot XenDesktop and XenApp functionality on Citrix environments.

•Assist senior engineering staff with disaster-recovery testing to ensure redundancy and establish or modify DRP.

VoIP Technician, FastPBX

November 2016 – August 2017

• Independently set-up VOIP PBX systems swiftly and accurately for business environments.

• Onboarding specialist to educate new clients on the possibilities and limitations of the system.

• Proactive quality assurance testing of the PBX system and report bugs directly to head developer.

• Study and modifying existing network setups to troubleshoot issues with SIP-based telephony.

• Compose training guides which detailed all aspects of several proprietary systems for junior coworkers.

• SIP packet tracing to determine root causes of incident reports concerning call quality and drops.

Geek Squad Consultation Agent, Best Buy

September 2015 – August 2016

Front-facing customer service representative for Geek Squad’s technical consulting and services.

Technical advisor to aid clients in understanding, using, and resolving issues with computer software and hardware.

Install and configure additional third-party software, OS, and network settings on Windows OS platforms.

Remove malware and security risks that threaten to compromise end-user private data.

Education

Florida International University, Miami, FL (2013-Present)

Completed 63 credits towards B.S. in Information Technology.

Courses include Computer Operating Systems, Network Security, Data Communication, and Database Administration.

Training

Certified Ethical Hacker, V9 education. Focused on best practices in information security and reinforced networking.

General understanding of cyber security frameworks, such as NIST, ISO 27000, and PCI.

Troubleshooting on the TCP/IP Stack and network layer to resolve session and communication errors amongst hosts.

Migration of end users from local desktops to Citrix virtual XenDesktop environments.

End-user support during company merger and integration process, such as exchange migration and mapping legacy connections.

Prioritizing issues based on severity, escalating such issues as necessary, and multitask on correlated incidents.

Contact this candidate