T. Henry Parker

919-***-**** ad2xkr@r.postjobfree.com

PROFESSIONAL SUMMARY

As an Agile Evangelist, Henry empowers the members of his team to be All-stars who produce quality work. He does this by ensuring that they have exactly what they need, when they need it, encouraging continued improvement, and protecting them from anything that distracts them from their flow. Henry is easily able to bridge the communication gap between technical analyst and business stakeholders, ensuring that no details are lost in translation. With his unique blend of technical support experience and agile best practices, he would be a great asset to any team.

Cer tifications

· Certified SAFe 4 Advanced Scrum Master (SASM), Scaled Agile 2019

· Certified SAFe 4 Agilist (SA), Scaled Agile 2018

· ScrumMaster (CSM), Scrum Alliance 2016

· Microsoft MCTS70-680

· MTA Microsoft Windows Operating System Fundamentals

· MTA Networking Fundamentals

· CompTIA Security+

· COMP TIA CYSA + ( IN PROGRESS)

· ITSM ServiceNow

Education

SHAW UNIVERSITY Bachelor of Arts Major in Education 1997 NC State University Cyber Security Certification Bootcamp (400 Hours)

Microsoft Endpoint Security

CEH ( Certified Ethical Hacking)

Cloud Security ( Aws Based)

Linux Security

Networking

DFIR/Threat Hunting

Intro to Python for Security

Cyber Infrastructure & Technology

Skills & Abilities

Agile Coach

Servant Leadership

Risk Management

Customer Engagment

Technical Support

Risk Management

Process Improvement

IT Service Management

Fixed Asset Management

Wor k History

SENIOR TECHNICAL SUPPORT ENGINEER/ SCRUM MASTER

QUALYS RALEIGH, NC JAN 2023-JAN 2024

• Managed resolution to global customer and partner service requests in a highly secured environment.

• Ensured that each customer interaction is a friendly and professional experience which addresses the needs of the customer in all stages of the customer service life cycle.

• Built relationships and collaborated with other development teams

• Worked closely with Customer Service, Engineering, Finance, Sales, -Alliances and Operations to ensure high levels of customer satisfaction with all transactions.

• Provided support via phone, email, and WebEx focused on the Qualys portfolio of products and their integration with customer environments.

• Troubleshooting Windows and/or Linux/Unix issues in an enterprise environment.

• Applied deep understanding of network services and how they work from a protocol/configuration level with applications such as Apache/IIS is an advantage, as well as Windows AD security administration.

• Configured Unix/Linux appliances in an enterprise environment.

• Supported LAN/WAN infrastructures.

• Provided support for common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).

• Configured Intrusion Detection System technologies, and Network Vulnerability Scanners.

• Windows Active Directory authentication and security.

• Configured and documented Samba/Active Directory integration

• CIFS, DNS, ACL, server/client configuration.

• Utilized Splunk to log queries and report/dashboard generation

• Utilized various network platforms for packet capture review and diagnosis.

• Excellent written and verbal communication skills. Preferred: • Systems Management experience (KACE, GPO deployments)

• Previous API support and Regex knowledge.

•Utilized Application Scripting for patch management experience (Bash, Python)

• Supported web server software upgrades (IIS, Apache, WebSphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).

• Utilized Customer Support and Development Tools (Salesforce, JIRA, etc.) Obtained the following Qualys Certificates:

-Vulnerability Management and Detection (VMDR)

-Cloud Management Certification

-Endpoint Protection Certification

-Patch Management Certification

Cyber Security Asset Management (CSAM)

TECHNICAL SECURITY SUPPORT ENGINEER/ SCRUM MASTER

EASTERSEALS RALEIGH, NC JAN 2019 – DEC 2022

· Served as Coach and Agile Evangelist to the internal team to ensure a shared understanding and mindset of Agile

Values and Principles.

· Facilitated Daily Standups and team Retrospectives.

· Created Information Security Road Map for Mobile Endpoint Security that included Applications Security Policies.

· Designed and implemented secure Conditional access policies and procedures to protect endpoints and data from unauthorized access, malware, and cyber-attacks.

· Work as a team member to ensure that all escalated support requests are resolved.

· Ensured the proper flow of communication between Product Owner, team, and other stakeholders.

· Ensured the practice of security risk management frameworks, such as NIST, ISO, or COBIT

· Develop and maintain system documentation.

· Utilize tools such as Jira, Confluence, and Clarity. TECHNICAL ENGINEER/ HCL CORPORATION

CARY, NC 7/ 2014 – 1/ 2019

· Supported Desktop, Laptops, and Mobile Device escalations in an ITSM environment.

· Managing and enrolling wireless devices across multiple Mobile Device Management platforms including Citrix XenMobile, AirWatch, and Mobile Iron.

· Research, Build, and Support Enterprise Mobile Management solutions and securely managing corporate assets and data on mobile devices.

· Provided support troubleshooting servers and deploying software via SCCM.

· Provided specialized hardware / software /TCP/IP routing and network protocol problem diagnosis / resolution for customer's end users (Specialized Support BlackBerry/iOS/ Unix/ MACs/ VPN/ IP Printers.

· Provided Hardware/Software/Network/Security problem resolution in Windows 7, 10 platforms.

· Managed Citrix XenMobile On-Prem Solution which included Load Balancing and Monitoring MDM Servers and NetScaler.

· Assigned IP addresses and basic network troubleshooting on Windows/Linux Servers.

· Provided support to Desktop support, Service Desk, UI Application Team.

· Managed and Prioritized Agile Storyboard for App Development Team.

· Redefined the project direction by combining Waterfall and Agile techniques using the Business Process Management discipline (BPM SDLC) to discover, model, analyze, measure, improve, optimize, and automate business processes.

· Ensured ServiceNow ticket resolution within SLA and all KPI and CPI metrics were met daily.

· Gained client acceptance of completed scope/work and finalizing small scale projects ensuring future business with the client.

· Managed knowledge base, including creating, approving documentation, and ensuring Knowledge Base articles contained up to date documentation from the Product Owners. TECHNICAL SUPPORT ISISINFORMATION TECHNOLOGY CHAPEL HILL, NC 1/ 2013 – 6/ 2014

· Project lead responsible for managing the configuration and shipment of new software and equipment.

· Managed hardware inventory accounts.

· Provided continued technical and application support to customers after release of software.

· Resolved escalated computer problems and other connectivity issues from Tier 1 support.

· Served as main point of contact for escalated technical issues for key customers.

· Monitored production server logs and created backups.

Contact this candidate