Timothy Rowe-Golden

Raleigh, North Carolina ***** 570-***-**** ad421l@r.postjobfree.com *CLEARANCE ELIGIBLE

Executive Summary

US Army veteran who is a success-driven, results-focused, and adaptable IT professional with experience in IT operations and encompassing technical, workstations. maintenance, and network administration. Possess adeptness in implementing technology-based solutions for business problems and standards, procedures, and processes that improve business functionality. Enthusiastic with a strong passion to continue learning about technologies and information security.

Technical Skills

ServiceNow, Jira, Remedy

LAN, WAN, TCP/IP, DNS,

MS Office 365 Administration

Project Management

Tier 1 and Tier 2 level Troubleshooting

Hardware and Software

Active Directory, Azure AD, Group Policy

Identity and Access Management

Configure / Manage Virtual Machines

SharePoint, MS Word, Excel, PowerPoint

Incident Handling

Immediate Networking

Professional Experience

Helpdesk Analyst e-Emphasys Technologies March 2023 – Present

Carried out L1 and L2 support to end-users, provided timely resolutions, and maintained compliance with business SLAs. Also facilitated software installations, upgrades, and patches as necessary.

Organized bridge meetings between clients and collaborative teams, resolving 90% of issues promptly.

Meticulously documented user issues and provided support via Chat, Phone, Email, Teams, and Zoom.

Executed IAM-related issues including onboarding and removal of accounts as needed. Work on various projects i.e., performed access reviews and audits to ensure compliance with security policies and regulatory requirements with PCI-DSS, NIST, SOC 2

Service Desk Analyst L2 (Contract) Bell Partners March 2022- March 2023

·Performed Identity Access Management (IAM) duties through the active directory and business applications, establishing account creation and removing user accounts. Performed access provisioning in creating onboarding access accounts, removing accounts, and issuing licensing, including forcing password standards for 65K users. Reviewed security groups for users in the active directory and Azure AD.

·Developed information security policies to establish authorized access management and authenticator management for internal and third-party personnel through OKTA admin, DUO admin, and Microsoft authenticator.

·Installed and configured printers, scanners, POS devices, and MFDs, as well as set up workstations, domain-joined Windows 10, and Intune machines. Provided support for Microsoft 0365, VOIP, MS Excel, mobile devices, wireless connectivity, Microsoft Defender, Cisco AnyConnect VPN, Cisco Meraki, and network devices. Offered support through various platforms including chat, Teams, Workday, Bomgar, SonicWall, VIOP, SharePoint, Outlook, One Drive, Yardi, and antivirus applications. Troubleshooted video conferencing and networking issues for sites using Cisco Meraki and facilitated Windows machine imaging and path management via SCCM as needed.

Service Desk Analyst 1.5 (Contract) Syntax April 2021 – March 2022

·Responded promptly to calls and unique customer requests, managing common issues and adapting as needed while adhering to SLAs.

·Applied experience and judgment to make decisions within defined options or standard protocols and follow security procedures when enacting issues supporting critical customer accounts.

·Conducted user administration duties using tools such as active directory to create, reset, and unlock user and SAP accounts, manipulate tools such as team viewer, troubleshoot Citrix VDI, application issues, and Windows OS/MacOS, DUO, MFA, VoIP, ServiceNow. Use tools such as Quick Assist, Team Viewer, and SCCM for application deployment. While providing support to computers network printers, cisco phones, laptops, IoT devices

·Assisted and performed documentation reviews in annual NIST and PCI-DSS audits.

Jr. System Administrator (Contract) HCL Technologies December 2020 – April 2021

·Provided helpdesk support for over 40,000 end-users while maintaining SLA standards.

·Diagnosed, Troubleshot, and supported a range of issues by researching, analyzing, and rectifying problems, resulting in decreasing call waiting by 10%

·Aided IAM projects by handling user administration tasks and supporting team members in the completion of project goals.

Performed daily tasks using a variety of tools including; Active Directory, Service Now, ITIL processes, Bitlocker Recovery, Citrix, VDI, CyberArk, Windows OS, MacOS, MFA, DUO Multi-Authentication Security, Citrix Director, SCCM/CmRcViewer, VoIP, Azure, McAfee admin consoles, Avaya, Knowbe4, Symantec Encryption Server Admin, and Sonicwall.

·Identified and mitigated vulnerabilities using Qualys and Nessus platforms, configuring scanners and removing critical system vulnerabilities.

System Analyst (Contract) Geisinger Hospital January 2020- September 2020

·Acted as the liaison between teams, physicians, and hospital staff, supporting all aspects of application development including design, configuration, testing, and documentation.

·Built, rolled out, and supported assigned business applications, including EPIC, by communicating with end users to understand issues and implement solutions as a second-level responder.

·Assisted the audit team in the collection of project documentation from various teams during HIPPA and PCI-DSS audits.

·Carried out daily operations using various technology tools such as: Citrix, ITIL, Microsoft office 365, Unix, ServiceNow, Teams, SharePoint, PingID, SQL Database Administration

Education

Master of Science in Information Technology- Cybersecurity December 2020 Florida Institute of Technology

Bachelor of Arts in Criminal Justice May 2017 Bloomsburg University of Pennsylvania

Certifications / Continuous Learning:

·CompTIA Security Plus (In progress)

·Qualys Guard Vulnerability Management Detection & Response, Issued Dec 2021 – No Expiration Date

·Qualys Guard PCI Compliance, Issued Oct 2021 – No Expiration Date

· Qualys Vulnerability Management, Issued Dec 2021 – No Expiration Date

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