Customer Service Information Security

Nathan Farwell

Sherwood, Oregon 503-***-**** *********@*****.***

A dedicated provider of strong customer service with a background in Information Technology and data center administration. An advocate of ways to develop service delivery to ensure customer retention by providing and implementing strategies that support overall business objectives along with my desire to positively lead and encourage development, ownership and accountability of myself and colleagues. I am currently pursuing several technical certifications including the AZ-104, CCNA and Cisco DevNet Associate for automation in networking.

SKILLS

Customer service Microsoft Azure/Cloud Windows administration/troubleshooting Technical support Information Security Linux administration/troubleshooting Technical documentation Advanced Threat Detection/SIEM Hyper-V & VMWare administration Service delivery/improvement Data Center management Active Directory management Incident/Change management PowerShell administration Firewall management/configuration O365/Email management Bash scripting Network troubleshooting/configuration EXPERIENCE

ATMOSERA, Beaverton OR

Technical Assistance Command Center Support Technician - JUNE 2019 to August 2020

● 1st line technical support for clients and their services, providing technical support over the phone, via email and in person regarding all aspects of colocation services, public, private and Government Azure and private/hybrid cloud technologies.

● Responsible for understanding and utilizing Atmosera's monitoring infrastructure on all network facilities including Windows servers, Unix/Linux servers, networking equipment, lines and applications within the Command Center to help detect, isolate, troubleshoot, resolve and escalate issues, if needed within Service Level Agreement.

● Key InfoSec duties: Dangerous IP ingress mitigation, credential usage monitoring and point A to point B credential usage investigation, compliance remediation and maintenance, file integrity monitoring and management, AAD security role maintenance, system access monitoring and antivirus upkeep.

● Provider of strong customer service focus & communication to colleagues and clients to build and maintain effective working relationships.

● Effective implementer of customer service improvements through change requests for firewall management, system administration, environment maintenance, storage improvements and cluster management.

● Avid analyzer of service quality, recommending improvements to enhance the customer experience and efficiency through faster, cleaner delivery and cost-effective savings.

● Responsible for creating and updating technical training documentation. EDUCATION

PORTLAND COMMUNITY COLLEGE, Portland OR

JANUARY 2018 - JUNE 2019

I studied jazz performance, piano pedagogy, and basic computer science.I was heavily involved with the music program and played piano for the jazz choir as well as accompanying many students on their performances, and occasionally leading a sectional. This required me learn a lot of music quickly, accurately and to a deadline. I also played piano for a production of Dreamgirls that ran for about a month and toured a few theaters in Oregon and Washington.

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