Information Security Customer Service

ERNEST DESTIN

***** ****** ******* **

Cypress, TX 77433

Cell 713-***-**** ***********@******.***

OBJECTIVE

The past eight years I've continued to grow, expand and advance in Information Technology. My career objective is to continue to excel and engage in a challenging position that will allow me to demonstrate and develop new skills. I am motivated, poised, and competent and have a talent for quickly mastering technologies. I have demonstrated the ability to easily transcend cultural differences. I thrive in deadline-driven environments and have excellent team-building skills. My professionalism and previous experience gives me a solid foundation which enables me to contribute to this institution.

PROFESSIONAL EDUCATION & CERTIFICATIONS

Bryan University

Electronic Discovery Project Management Certificate June 2013

ITT Technical Institute

Bachelor of Science – Information Security System June 2012

Associates Degree of Applied Science in Computer Network Systems Technology June 2000

Tech skills

MCP Windows XP & Network+ Dec 2009

Security+ Nov 2010

TECHNICAL SKILLS

Network/Hardware/Security Tools

Install, Configure Server2003 & Domain Controller, Unix, Linux, Active Directory, DHCP, DNS, TCP/IP, VPN, LAN/WAN, IIS, VLAN, FTP HTTP, IMAP, IMAP4, POP3, OSPF, BGP, IS-IS, T1 NETBEUI, Static IP, NAT and PAT, RAID1 mirror set, DUO Authentication.

Wireless Network Components – Installing WAP-WEP-WAP2, Wireless Adapters, routers, bridges, PC, Switch/Routers/Hubs/NICs, CD-ROM, Hard Drive, Zip Drive, Thumb & Share Drives.

Wireshark, Snort, Nmap, Nessus, OWASP-ZAP, cryptool, truecrypt, metasploit, Kalilinux, networkminer, Microsoft security baseline analyser, PSI-Secunia, Bitlocker.

Software

Configuring Windows Server 8-2016 - Microsoft Windows XP- Windows 10, Linux, Fedora, Basic Linux Support, Adobe, IE, Firefox Office 97-2010, Excel, SQL Server Admin. Forescout NAC

RELEVANT SKILLS

Network -Active Directory password reset, add, modify and delete users, HR - Peoplesoft password and support, POS Application Support: including troubleshoot pin pad, scanner, printer and receipt printer.

Monitor, troubleshoot and escalate network issues and outage via Solarwinds.

Windows 7&10 support, SCCM for Application deployment, VOIP phone set up, Mailbox set up.

Office suite support outlook 2007-office365 for Install, Configure and troubleshoot including Mimecast.

Forescout NAC to provide, modify and remove access on company network. Citrix reset for applications.

Bomgar, RDP, Landesk, Ms Lync to remotely access user pc for assistance.

Service Now, Remedy, footprints, Help Desk ticketing system for work documentation.

Application support including: Concur, Peoplesoft, MS windows & office, MS Lync, Citrix, Symantec, Forescout, Mimecast, POS, ADP, SAP and many more Proprietary Applications from past employers.

PROFESSIONAL EXPERIENCE

Apple Repair Technician CSAT Solutions Houston, TX June 2019 – Present

Reviews customers complaint to determine details of Apple Laptop problems, compare findings with the customer’s reported problem and advises customer call center of failures found.

Inspects units for cosmetic defects and reports findings in ticketing system (traveler).

Conducts diagnosis of Apple Laptops for problems according to customer complaint including but not limited to Runs basic tests (MRI and E-test) for: Audio, Keyboard, Trackpad, Battery and other peripherals.

Disassembles machines to examine parts for wear or defects, Repairs laptop or desktop units according to requirements using hand or power tools and also Battery testing & removal, clean fixtures and reinstallation.

Maintains repair parts inventories and places order for any additional parts needed for repairs.

Reads and researches specifications, such as blueprints, charts, or schematics, to determine machine settings or adjustments.

Reassembles machines after making necessary repairs or parts replacement.

Communicate with or conducts rework to ensure successful and efficient repair of units.

Analyzes equipment performance assess equipment functioning Post Repairs.

Learns and uses new processes and procedures for the WUR repair line.

Cleans, or adjusts mechanical parts to maintain machines' operating efficiency and to prevent breakdowns or repeat return for repair and completes repair in ticketing system (Traveler).

Installs or Reinstalls software programs such as Operating System Restore and configures new equipment, peripheral equipment as required to fix machine malfunctions.

Other duties as assigned by supervisor and manager.

Application Support Analyst EBS Corp. Houston, TX Dec 2018 – June 2019

Provide IT support to 150 Cloud and In-House Customers for the ERP Database Application.

Troubleshoot application issues and provide assistance with Financial reports using SQL Queries.

Footprints as ticketing System to document day to day issues.

Go to Meeting to remotely assist and educate customers in resolving issues.

Administer user accounts: Add, Modify and Delete in ERP Application for Cloud and In-House Customers.

QA Performance Engineer HPInc. Houston, TX Sept 2018– Dec 2018

Review and analyze system specifications

Consistently execute test cases/Scripting with SQL (Manual and/or automated) and analyzed results in a timely manner.

Evaluate product code according to specifications.

Generate logs to document testing phases and defects.

Effectively report bugs and errors to development teams.

Help with Troubleshooting issues and follow through in conducting post-release/implementation testing.

Work with cross-functional teams to ensure quality throughout the software development Lifecycle.

Support graphic/illustrated design and operation.

UAT/QA Analyst-FCC Workflow Project Wells Fargo & Co St. Louis, MO Sept 2017– Sept 2018

Designing UA Test Cases: The UAT test cases help the UAT team to test the application on WIN10 environment.

testing front-end behavior – API, Front-End Automated tools and Manual Process.

Inputs from business analysts and subject matter experts

UAT test cases are written in very simple language that describes steps to be taken to test

various business workflow or scenario.

Involve in UAT Sprint Planning, Test Scripting with SQL and Execution.

Performed positive and negative manual testing to ensure Legacy upgrades to BPM performed

correctly.

Tested and re-tested all defects found during testing period.

Provided daily feedback and project status to Scrum Master, Project Stake Holders' DEV and

QA, along with BO and BA.

Working in an Agile and Scrum environment with User stories and test case per Business

Requirements (BR).

Traceability of Requirements Test Cases and Test Results reported in Quality Center/HP ALM

and Version One.

Write detailed and accurate test plans, test cases and test scripts in Quality Center.

Ensure that all business requirements mentioned BRD are fulfilled and System is working as

per Business team's expectation; confirm integrity of converted and additional data.

Attend Project meeting/discussion forum to evaluate the process and facilitate issue resolution.

Defect Logging and verify or retest issues/bug fixing.

Ensure that the definition of the tests provide comprehensive and effective coverage of all

reasonable aspects of functionality.

Execute the test cases using sample source documents as inputs and ensure that the final

outcomes of the tests are satisfactory.

Validate that all test case input sources and test case output results are documented in case

of an Audit.

Document any problems, and work with the project team to resolve problems identified during

Tests Execution.

Recognize any changes necessary to existing processes and ensuring that the changes are

made and adequately communicated to other users.

Help Desk Analyst Chevron Phillips Chemical Houston, TX Feb 2017 – July 2017

Provide Level 1 support for 5000 users with IT issues including Windows and SAP Password reset. Provide support and Troubleshoot the following Software and Hardware.

Troubleshoot Outlook/Office 2010 and 2016 including Lync and Skype for business, Win10.

Configure Share Drive mapping, Citrix reset, Win7, VPN Client, IE, IDM(Identity Manager)

Provide Extranet Access install Printers and Peripherals, Sharefile, software installation.

Monitoring Network issue through Solarwinds, Create wireless Guestnet Accounts.

Provide Accurate and detailed logging, ticketing, and tracking of all calls in Client Incident

Management system.

Timely and professional follow up on all calls and Efficient and accurate resolution on all

assigned tickets.

Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact.

Exchange2010-O365/Lync2010-2016 Training Sep2016-Feb2017

Help Desk Administrator NRG Energy Houston, TX Apr 2016 – Aug 2016

Provide first line response for users requiring assistance with IT issues and problems for all

NRG employees.

Password Reset for all employees to all NRG systems, AD, Citrix and proprietary systems.

Add, Modify and delete users from Security Groups in AD per request and approval.

Escalate more involved problems to the appropriate support teams.

Information Security/Help Desk Analyst Men’s Wearhouse Houston, TX Mar 2013 – Mar 2016

Provide immediate customer service/technical assistance to store managers and personnel, warehouse and remote employees nationwide including TMW, Twinhill, JOS.A.Bank, K&G, TMW Cleaners and also Moores in Canada in French; utilizing Service-Now ticketing system. Troubleshoot POS equipment and programs. Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources.

Active Directory – Create, update, and manage end user accounts, password reset for Peoplesoft, Windows, POS, Citrix profile reset.

Use Citrix Web base access to help with identifies problems, troubleshooting problems, reset connections.

Remote access for technical assistance via LANDesk.

Monitor store data circuits server, network and phone systems, and notify vendor (Telco) of circuit outages as needed and troubleshoot layer 2 network issues for all stores.

Assist office and warehouse personnel, home PC users, and stores with issues regarding PC hardware and software, modems, phones, printers, copier machines.

Detailed all Help Desk solutions to management for Knowledge base documentations.

Follow-up on all outstanding tickets to confirm timely resolution and on-going customer satisfaction.

Contribute in JOS.ABank POS Conversion Project – Convert to Men’swearhouse POS system for 17 weeks.

Knowledge of Forescout NAC policy.

Information Security Task: create, modify network access and clean-up IP networks.

Monitor all company network equipment and hardware access on the network.

Restrict access from and block unclassified device through Forescout from company network.

Knowledge of DUO Authentication and Encryption.

DHCP setup and Scope configuration.

Help Desk Analyst CompuCom Houston, TX Nov 2010 – Feb 2013

Provided immediate Technical/customer service to 2500-3500 Booz Allen employees.

Designated Trainer for all new employees for the Booz Allen Hamilton Contract.

Use Active Directory to Managed user profiles, password reset, and enabled/unlocked accounts. Added users to mailboxes and distribution lists and modified privileges.

Exchange Server 2010 – Creation and permission of user accounts and distribution lists.

Enforced IT security policies, standards and procedures.

Utilized remote management tools such as Bomgar and MS Lync to install, create, distribute, uninstall and manage installation packages on the end user's PC.

Executed effective follow up procedures to ensure ticket resolution met, or exceeded, end user expectations.

Contact this candidate