Senior Support Engineer

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Mike Alai

Support Engineer at iTEK Services, INC

****.****@*****.***

Summary

To secure a position with a solid organization with potential for advancement Experience

Support Engineer aka Technical Support Administrator at iTEK Services October 2014 - Present (1 year 6 months)

Established a helpdesk and assist in creating various helpdesk documentation. Provided 2nd and 3rd Level Helpdesk Support and knowledge of all the following: mobile worker applications / solutions, POS Scanning, PCI Compliant Payment Terminals, POS Peripherals, WLAN (wireless LAN), Printers, Document Management, In-Store installations and remote support various Point of Sale upgrades from legacy POS devices to new installations. Installation, Customer Support and repair of various kiosk self-service devices and digital signage. Training of new employees/iTEK helpdesk members in order to provide efficient optimal assistance to Field Technicians and onsite installation technicians. Computer Consultant at www.OrangeCountyComputerRepair.com February 2000 - Present (16 years 2 months)

As an IT Consultant, I’ve been providing Computer Services for over 7 years to various clients from commercial to residential. Everything from basic PC configuration, networking & setups to File/Server installation, Website Hosting, Web Management and Optimization, POS Systems, Application Development and Hardware Configuration.

SOC Analyst Security Operation Center at NRI SecureTechnologies, Ltd. North America Branch January 2014 - September 2014 (9 months)

Provided security monitoring service to companies. Gather a lot of security events from security devices, network devices and computers in customer network to our security monitoring system in a data center. Provided service monitors on many kinds of devices including firewall, IDS/IPS, anti-malware solution, WAF, NextGenFirewall, router, L3-switch, Wifi access point, proxy, web server and PC, etc. Support Engineer at Rapid Manufacturing

August 2012 - August 2013 (1 year 1 month)

Installs, maintains, troubleshoots and upgrades computer hardware, software, personal computer networks, peripheral equipment and Company-wide electronic mail system (Mac x Serve); assesses user training needs and trains users in effective use of applications; makes recommendations regarding hardware and software acquisitions; prepares documentation and provides user assistance Page2

Support Engineer at eEye Digital Security

July 2010 - August 2012 (2 years 2 months)

Providing Key clients with optimal support by gathering thorough knowledge of the customer information systems including OS, Netwowk, Firewall, Proxies, and interaction with other 3rd party software and eye.com product line. Provide ongoing installation, deployment, de-bugging and configuration support for customers and prospects.

Software Developer / Application Support at Fidelity National Real Estate Solutions / Realigent February 2001 - November 2007 (6 years 10 months)

Multiple Listing Service {rDesk.com\CMA Deluxe} data migration of new and existing MLS/Organizations providers utilized SQL for all data migration. Complete development, maintenance, support and scheduled product updates of the company desktop applications as well as Lightning CMA Plus written in VB6. Creating Lightning CMA Plus reports using Crystal Reports. GA production of our product CD/DVD for client sale distribution. Creating, maintaining and modification of installation scripts, MLS data parsing engine & map files in order to import MLS data from the various MLS Systems into our desktop products. Programmer at IRIS, LLC

January 2000 - February 2001 (1 year 2 months)

Creating, customizing, maintaining, and support of all Installation CDs and Activation Floppy Disks for the multiple desktop application products. Product documentation and support for all current and prospective clients.

Courses

SOC Analyst Security Operation Center

NRI SecureTechnologies, Ltd. North America Branch

SANS Security Essentials Bootcamp Style SEC401

HP Technical Certified I – ArcSight Security [2013] HP0-M54 Certifications

HP Technical Certified I – ArcSight Security [2013] HP Enterprise Security License HP Learner ID PL72247583 February 2014 SANS.org

SANS Global Information Assurance Certification - GIAC License 20131006_3145 June 2014 Skills & Expertise

Networking

POS

Operating Systems

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Computer Security

SQL

Computer Repair

Software Development

Computer Hardware

Network Security

Security

Firewalls

IIS

Visual Basic

CRM

Web Development

System Deployment

Integration

Hardware

Software Installation

Education

Irvine Valley College

AS, Computer Science, 1999 - 2001

Volunteer Experience

Soccer and Non-profit at FortheUnseen.org

January 2014 - Present (2 years 3 months)

Computer Consultant

Languages

English

Farsi

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Mike Alai

Support Engineer at iTEK Services, INC

****.****@*****.***

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