IT professional transitioning from Executive Support into Cybersecurity with over 10 years of ITIL, ITSM, Incident/Risk Management, SDLC, DevSecOps, Knowledge Governance, and HRES experience within business, financial and educational settings. Able to manage multiple projects (Project Lead – New Hire Onboarding) simultaneously, plan and execute system migrations, and resolve technical issues.

Skills Profile

Professional Experience

Bloomberg LP – Full Time 40 hrs. per week New York, NY

Employee Support Analyst (Business Ops & Knowledge Governance)

Mar 2018 – Present

●Serves as Project Lead in collaboration with Knowledge Governance and Human Resources Employment Support providing logistics, supply chain, and full life-cycle technical support for new hires including interns/ vendors in addition to ongoing support with current staff

●Serves as Incident Manager during weekend and holiday rotation to assess the severity of an outage with regards to business impact and technical difficulty

●Communicate to stakeholders the existence and status of outages via OUT3, FYSA, and AALT

●Help coordinate the investigations and drive the incidents to resolution/remediation then conduct Post-Mortem

●Supply onsite and remote desktop support to internal users over 20k employees and delivering Levels 1 & 2 support for Bloomberg terminal users

●Collaborate and present ideas for team documentation, conduct Analyst training, exceeded goals within operations, and focus on process improvements to increase efficiency

●Manage central knowledge-base materials and completed various projects in line with Agile and Scrum methodologies within the department (e.g., new hire onboarding)

NEX Group – Full Time 40 hrs. per week New York, NY

Global End User Support

December 2016 – March 2018

●Served as primary point of contact and subject matter expert for internal clients seeking technical assistance via phone, email, and remote support tools

●Performed local/remote troubleshooting through diagnostic techniques and pertinent questions

●Determines the best solution based on the issue and details provided by customers

●Develops standard operating procedures (SOPs) based on management/engineering teams’ request

●Created internal training manuals and user guides for IT solutions and improved ticket handling efficiency

●Provided technical assistance and supports related to computer systems, hardware, or software; Installed, modified, repaired, and cleaned up computer hardware and software

●Responded to queries, executed diagnostic programs, isolated problems, determined and implemented solutions

ICAP - Full Time 40 hrs. per week Jersey City, NJ

Global Service Desk Analyst

August 2008 – December 2016

●Facilitated global communications between users, technical groups, and management and provided technical support for an e-security broking service company

●Supported a global 4,300+ user environment by resolving a high volume of help desk tickets per day through extensive knowledge of Level 1 and Level 2 global services and support to increase end-client satisfaction

●Imaged PCs, set-up desk phones, dealer boards, turrets, and repaired/troubleshooted existing PC systems

●Trained, mentored, and provided ongoing support for new employees on Global Service Desk activities

●Familiar with a wide range of technologies/software, including Vantage, ServiceNow, CyberArk, Microsoft Exchange, OKTA, Active Directory, Intune, SolarWinds Orion, Wireshark, Kali Linux, Metasploit Framework, and Mobile Device Management

Education & Certifications

●New Jersey Institute of Technology - ThriveDX

Cybersecurity (2023)

Newark, NJ

●Keller Graduate School of Management

Information Security Assurance (2022)

New York, NY

●PC Age

Internetworking/Cyber-Security (2017)

Jersey City, NJ

●Kean University

Bachelor of Arts, Psychology (2007)

Union, NJ

●CompTIA A+

●CompTIA Network+

●CompTIA Security+

●CompTIA Secure Infrastructure Specialist (CSIS)

●Microsoft Technology Associate (MTA) – Windows Operating System Fundamentals

●Microsoft Technology Associate (MTA) – Windows Server Administration

●Microsoft 365 Fundamentals

●Working on CySA+ for 2023

Project: Network Security – Home Lab

Scope: Zero Trust on your host: Limit any unnecessary services and permissions including services, ports, email clients, browsers, audio/video conference suites

Configure VM with pfSense

Create NAT port forwarding, filter ICMP traffic

Configure custom rules to detect abnormal traffic through WAN interfaces

Network Security Monitoring Tools - OSSEC, Splunk, Nagios

Encryption Tools - Tor, KeePass

Web Vulnerability Scanning Tools - BurpSuite

Penetration Testing - Kali Linux, Metasploit

Packet Sniffers - Wireshark, tcpdump

Network Intrusion Detection - SolarWinds Orion, Security Onion

SIEMs - SolarWinds Security Event Manager

Antivirus Software - Bitdefender, Norton, McAfee, TotalAV Cyber Security

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