Customer Service Project

Kenneth Hill 770-***-**** or **********@*******.***

A versatile IT analyst that is looking to apply my years of experience to a willing organization

that can assist in my path to gaining advanced technical skills. I bring a strong desire to

achieve and an all out drive to perform well.

Education

Atlanta Technical College, Atlanta, GA

Network Specialist, A.S. Degree

Key Skills

RSA envision Trend Micro Software/Hardware Troubleshooting

Arc Sight SourceFire Software/Hardware Installation

Symantec Network Security Monitoring Wireshark

McAfee Customer Service Professional NMAP

Remedy Tripwire Information Access Management

Unix Call center experience SOC experience

Management HIPPA Knowledge DOS experience

Quick Leaner Active Directory experience Deadline Oriented

Received 2007 Customer Service of the Year Award Self Starter

Windows (XP, 7, Vista)

Experience

Project Support Analyst

02/2010 to 02/2013, Wipro Technology-Atlanta, GA

Project: Catholic Health Initiatives)

10/2012 to 12/2012 (Englewood, Colorado)

Security Coordinator (Identity Access Management)

• Validated and setup of user accounts for Active Directory, VPN, Outlook, Office

Communication System (OCS)

• Requested/submitted supervisor approval forms

• Review of Access Request Forms for all users

• Termination of user accounts

• Created tasks for interdepartmental processing

• Created tickets for outer departmental processing

• Created Outlook Distribution Lists

Project: AT&T DES API Design Phase 1

04/2012 to 06/2012 (Atlanta, GA)

• Performed Pen testing duties with open source tools

• Created security vulnerability test scenarios for new APIs

Project: Best Buy Security SOC

Kenneth Hill 770-***-****

04/2011 to 04/2012(Atlanta, GA)

• Handled Incident Response and Analyze and create reports on vulnerabilities

• Performed Security Event Monitoring

• Performed Threat Analysis

• Provided the customer base with first level support

• Performed Incident Detection & 1st level analysis

• Adhered to SLA

• Escalated to L2/L3 Team

• Performed Routine maintenance & operational tasks

• Performed Incident Detection & Alert Notification

• Performed Incident Analysis & Validation

• Performed Vulnerability Impact Analysis

• Performed Identity Access Management duties

• Monitored alerts from a variety of information sources like RSA envision, Arc Sight,

Symantec, McAfee, Trend Micro, SourceFire

Project: McGraw-Hill

04/2010 to 01/2011 (Atlanta, GA)

• Duties were the same as Best Buy

Technical Support Analyst

11/2008 to 02/2009, Sage Software -Lawrenceville, GA,

• Answered support calls, logged of support cases using support database, data entry, and

replicated and resolved customer issues and provided first-line customer service support.

• Supported proprietary Accounting Software (which included General Ledgers, Accounts

Payable, Accounts Receivable, Payroll, Inventory and Job Cost, Crystal Reports, Import and

Export functions).

Mobile Unit Technician II / Phlebotomist

09/2005 to 07/2008, American Red Cross- Douglasville, GA

• Transport, set up and maintain required supplies, equipment, blood products and

samples to and from mobile sites.

• Manage temporary storage and packing of blood and samples tubes at collection site

to assure safety and purity of blood product.

• Performed donor histories and promoted good donor care during the collection of

safe units of blood.

• Performed all phases of blood collection and donor care

• Maintained a positive public relationship at all times to promote a professional

image

• Assist with mentoring of employees during probation period

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Kenneth Hill 770-***-****

Data Processing Operations Supervisor / Area Security Coordinator

01/1999 to 09/2004, SunTrust Bank, Inc.-Stockbridge, GA

• Managed day-to-day operation of Data Processing Department (attendance, timecards,

performance reviews)

• Managed multiple shift operations and processing of deadline oriented clientele.

• Managed technical issues within department

• Implemented and monitored new client setups

• Monitored and maintained departmental equipment (printers, drives, PC, database server)

• Issued passwords and system identifications

• Associated with a Unix environment

• Enforced Information Security Polices

• Security Coordinator (User Access Control)

Team Leader

03/1995 – 12/1998, Wang Labs - Smyrna, GA

• Managed and supported a team of 15-20 Support Analyst alone with day-to-day

department operation.

• Processed and evaluated weekly timecards.

• Maintained/monitored the department's schedule adherence as well as department and

employee statistics.

• Counseled/coached employees in the areas of Service Delivery, Performance Reviews,

Team Building, Service Levels and Career Planning.

• Implemented work instructions and trained employees on policies and instructions.

• As a Certified Packard Bell Instructor, taught DOS, Windows 3X, Windows 95 and basic

networking to new hires.

• Graded and evaluated test scores and attitudes.

• Conducted interviews, grievance sections and terminations of employees.

• Interpreted, analyzed and resolved technical issues of end-users.

• Supported DOS, Windows 3X, Windows 95 and OEM product line.

• Demonstrated interpersonal skills.

Affiliations:

TAG-Technology Association of Georgia, ACM-Association for Computing Machinery,

AHFH-Atlanta Habitat for Humanity

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