Security Support

IT Specialist with over ** years of successful experience . Recognized consistently for performance

excellence and contributions to success in IT industry. Strengths in troubleshot and resolve issues backed by training in Computer Information Technology and Cybersecurity Training. Skills

Strong customer focus.

Ability to work well with other people in a team-oriented environment. Install softwares and troubleshooting

Work History

May 2018 -

Current

WINDOWS 10 SPECIALIST

IBM, AUSTIN, TEXAS

Well advanced IT administrator help desk Technician and Support Specialists who provide assistance to clients with the use of computer hardware and software support.

Serving as the first point of contact for customers seeking technical assistance over the phone, email and chat.

Monitor and respond quickly and effectively to requests received through the IT helpdesk.

Respond to customer queries by phone, chat (Slack) and email. Create step-by-step training material with screenshots for clients. Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.

Ask educated questions and listen to customers to determine root cause of issues. Developed team communications and information for checkpoint meetings every Wednesday.

Created 1x1 template to be used in our desk by all Managers. Feb 2016 -

Apr 2018

HELP DESK SPECIALITS

CITY OF CEDAR PARK, CEDAR PARK, TEXAS

Setting up Police MCT computers.

Install all the Police software, Radios, body cam, and proximity card dock the MCT Febe Pacheco

Address Manor, TX, 78653

Phone +1-737-***-****

E-mail adfd49@r.postjobfree.com

in the Police cars.

Install critical applications such as in code.

Educate end users how to use motion VPN for security. Access virtual server remotely for VDI.

Set up and troubleshoot computers in the library, court and public works. Setup physical access via Identiv software.

Feb 2015 -

Feb 2016

SENIOR IT SUPPORT SPECIALIST

HOUSING AUTHORITY FOR THE CITY OF AUSTIN, AUSTIN, TX Instruct end users in the use of software, BYOD and security cyber alerts via breach smart videos.

Update equipment's on the database; create email via Better cloud and AD account.

Use emerge, Laserfiche, Trackitt for security log ins and inventories. Knowledge of Elite, Reqlive (procurements) Ucclient, Snag it and Visio. Ensure to follow Technical Change Management Procedure when there is any change requests.

Reimage computers using both KACE and ghost software. Support requests through a ticketing system (Trackitt) and resolve issues in-person, by phone or using remote tools like VPN and RDP.

Updating inventory records via Laserfiche.

Jan 2012 -

Feb 2015

IT SYSTEM SPECIALIST ACC

Austin Community College, AUSTIN, TX

Assist customers in resolving technical problems on an emergency basis. Assists in the delivery of services as it relates to installation, configuration and troubleshooting of computer systems, printers, and network connectivity. Assists in developing user documentation/installation procedures. Managing and Maintaining Symantec Antivirus and ensure all workstations are always running with latest updates.

Develop in-depth Product Knowledge in order to resolve customer questions and issues.

Provide advanced technical troubleshooting of hardware and software issues including root-cause analysis.

Aug 2010 -

Nov 2012

IT SUPPORT SPECIALIST

REMOTE, TESCO PLC, LUTON, UK

Imaging, configuring, and installing systems issued to users, decommission retired systems.

Tuning up system's performance for the best efficiency of the service. Provide Telecom and Conference Room support.

Install, Manage, and Configure Windows Operating System. Aug 2008 -

Aug 2010

SYSTEM AND NETWORK ADMINISTRATOR: ASTORIA RETIREMENT, CA Administered telecommuters phone system, internet, emails, and network connectivity.

Implemented technical procedures and standards for preserving integrity and security.

Upgrade windows 7 to windows 10 as well as installing monitors arms and provide remote support to end-users using RDP, VNC and VPN (BigIp software). Deploy and reimage machines around 250 computers.

Feb 2007 -

Aug 2008

PC TECHNICIAN

LUTON BEDFORD COLLEGE, LUTON, UK

Provide ongoing hardware and software support.

Troubleshoot network equipment including modems, switches cables, telephones, and connectors.

Take pictures for staff ID badges.

Set up dell laptops, desktops.

Provided primarily phone and email support to over 250 users. Reset password and unlock accounts.

Education

Jan 2015 -

Nov 2017

Associate of Applied Science: LAN-Computer Information Technology

Austin Community College - Austin, TX

Dec 2017 -

Current

Bachelor of Science: CLOUD AND SYSTEM ADMINISTRATOR Western Governors University - Salt Lake City, UT

TRAINING: CYBERSECURITY

PROSEC SOLUTION - Houston, TX

Professional development completed in CYBERSECURITY

· Attend Prosec cybersecurity and learn about SIEMs: Firewall, Network, Windows events and DHCP.

· Monitor SIEMs, identify malicious hackers, Prioritize threats

· Investigate THREAT or INCIDENT

· Create runbooks, SOPs and Playbooks

· Learn about Nessus and Qualys

· Check email logs, IronPort and MX Toolbox

· Learn about Splunk, IDS, IPS and Endpoint logs

· Recognize potential compromises and Perform security analysis. PERSONAL DEVELOPMENT

YOUR LEARNING TRAINING IBM - ONLINE

IBM AGILE EXPLORER BADGE

SLACK

SERVICE NOW TRAINING

SPLUNK

Certifications

CompTIA Security+

CompTIA Network+

CompTIA A+ Technician

COMPTIA CLOUD ESSENTIALS

LINUX ESSENTIALS

IBM AGILE EXPLORER

City &Guilds certificate of IT users

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