Desktop Support Information Security

Summary:

o**+ Year Desktop Support Experience

o*+ Year Help Desk Experience

o5+ Years Network Support Experience

o2+ Years Team Lead Experience

o3+ Year IT Security Experience

Certifications: CompTIA: A+, Network +, Security + Rackspace: CloudU Certification, CloudU-Web Hosting Certification Six Sigma: Six Sigma – White belt

Education: New Horizon Technical Institute, Bloomfield, CT June 2007

Technical degree in Information Technology and Information Security

Capital Community College, Hartford, CT May 2020

Associate degree Networking Technology & Cybersecurity

Experience and Technical skills:

High degree of proficiency and experience:

oRepairing\Upgrading\Maintaining computer systems (Desktops \ Laptops\ Mobile Devices \Etc.). Windows, Linux, and Mac System Environments. (Windows 10 and older version, Window Server and Mac, Mac Pro, Mac Air Pro, etc.)

oMicrosoft Office 2019, thought 2003 (PowerPoint, Word, Excel, and Outlook, etc.)

oImaging development and deployment in Windows based Environments

oProficient in Linux OS and Server Environments

oNetwork setup and configuration, tracing network runs, Route configuring, cable installations, patch panel installation

oSecurity technology, Hardening of systems security, Virus protection software application (McAfee, AVG, etc.) and firewall systems, Encryption

oData management methodologies and proficiency

oVMware workstation. (setup and maintenance)

oTeam lead on several projects strategizing technical issues

oProficient in cloud technology

Work History

Aetna/Tech Mahindra, Hartford, CT

Senior Help Desk Agent/ Secure Ambassador April 2018 – Nov 2020

oTier Level 1.5/2 Customer Service and Phone support

oProvide advance remote support with RTS, Skype and Quick Assist

oVIP Support, Air Watch Support. Active Directly Support

oContinue Participated in the Secure Ambassador Program – participating in secure briefing and schedule reports generation with the security department.

oWork with Tier 2/3 support regularly

oAssent fellow Help desk agents regularly

-Promoted to Aetna Trainer/ Team Leader in Dec 2018

oParticipated in the Secure Ambassador Program – assisted in providing security awareness to user working directly with the IT Security Department.

oTrian new agents on Aetna systems

oCreating annalistic reports and tracking every evolving network environment ticketing system with Service Now and Splunk

oUpdating agent on changes to the Aetna network and systems.

oManaging 30+ people daily on different training issues

-Start has Help Desk Support Agent / Support Specialist in April 2018

oCustomer Service and Phone support

oTroubleshooting and support of technical problem

oPassword reset using active directory windows server 2008/2012 R2

oBasic remote support with RTS

Work Market Platform, Hartford and New Haven Area/Springfield, Ma Area Feb 2015 – May 2018

Senior Field Technician/ Team Leader

oTier1, Tier 2, Tier 3 Field Break-Fix Support for hardware and Operating systems of Mac, Linux and PC Repair.

oVirus removal (ransomware virus, etc.) Installation, Repair and configuration of sonic firewalls, firewalls, data recovery, server, router, switch and (AP) wireless access points.

oNetworking troubleshooting and repair (cable running and Wi-Fi technology)

oTeam lead on numerous projects

Afterhours Computer Care, Hartford, CT Dec 2016 – May 2018

Senior Field Technician/ Server Technician

oUpgrade/ installed & repaired gas station server, replaced tiger controllers

oUpgrade/ installed & repaired windows 2008 r2 & 2012 r2 servers

oTier 2, Tier 3 support & customer service support

HalCom Solutions, Windsor Locks, CT Oct 2013 – Nov 2016

Co – owner/ IT Specialist

Networking engineering, IT security service, system administrator, field technical support, laptop/desktop repair, imaging, windows supported, etc. Clients: CTC Logistics, Comcast, CNC Technique, individual users, etc.

IT Contracts:

UTC/ Hamilton Sundstrand, Windsor Locks, CT Aug 2013 - Aug 2014

Lead Printer Support Specialist & Windows Migration Refreshes Deployment

oTeam lead on team/individual technical projects

oRefreshing / imaging Windows 7 - Tier 2 / 3 support - Network and security configuration / setup

oTroubleshoot, support and installation of Xerox, HP, Brother, Canon printers.

oOrganized removal and deployment of Xerox and HP printers.

Cigna, Bloomfield, CT Mar 2013 – Aug 2013

Windows 7 Migration & Post Deployment Support Specialist

oProvided setup and deployment of Windows7 Image, in addition to providing crucial Windows 7 application testing in verifying older application structural compatibility with Windows 7 before massive deployment was accomplished.

oProvided Tier 1 and 2 Desk Side Support for Windows 7, XP, Office 2007/2010, IE browsers and other Cigna application environments. Setup up and maintenance of MDT records and WDS service in a windows server 2008 R2 environment.

State of Connecticut\ Health Insurance Exchange, Hartford, CT June 2012 – Nov 2012

IT Administrator

oAlso known as Access Health, in their early stage. Provided IT assistance for the states’ new department in every aspect of the department’s development from an early development until they moved to their new location where the departments became Access Health. Some examples include: Network design\ setup \ maintenance, provide Tier 1/2/3 helpdesk and desktop support, IT Secure service. Setup, deployment and support of Cisco switch, VPN network connections setup, network printer, BlackBerry/ Smartphone/ PDA, QuickBooks 2013, 2010 support, SharePoint, documentation, etc.

ESPN, Bristol, CT Feb 2012 – Nov 2012

Data Center/Computer Room

oNetwork monitoring, Unix Server maintenance, phone operations, removal of user account. Provide Tier 2/3 Help desk Support on Data base assistants, Password and Token/VPN issue, Secure Data storage: Tape and Digital Data backups

STR-UL, Enfield, CT Sept 2011 – Jan 2011

Desktop Engineer

oRemote desktop support using Team Viewer 6/7/8, Ticket system management, Mutai-tasking with multiple clients, Imaging development and deployment, Provide Desk Side Tier 1 / 2 Support

General Electric, Stamford, CT June 2011 – Sept 2011

PC Build Project

oSet-up and wired new pc and workstations, Installing Cisco phones, establishing connectivity on client machines, Tagging / Preparing of proper documentation for each user system. Move entire building infrastructure form old building to a brand-new building.

Information Systems Security Association (CT Chapter) Sept 2009 – Feb 2012

Website Design/ Technical Director Admin Assistant

oA volunteer position and internship in furthering my security and web knowledge. Setup ethical hacking labs, PowerPoint Presentation / web design for staff and technology director.

CREC/ Capitol Region Education Council, Hartford, CT June 2009 – Sept 2009

Field Tech Admin

oAn internship that turned in to a summer job. Tier 1 Field Technical Support, Laptop/desktop imaging, Computer/network maintenance, workstation setup, computer Lab, network, etc.

Additional Contracts / Work History

Full detailed list of projects/IT work experience able upon request 2007 - 2009

Sovereign Bank, CompuCom, Chubb, Unisys, (USDA) United State Deportment Agriculture, Sullivan & Cogliano, MurTech, Kandle Consulting, Individual Home Users, etc.

Personal Enhancement

oAttend numerous seminars for information security industry from originations such as ISSA (Information System Security Association), OWASP (Open Web Application Security Project), and TECHNET.

oAttending Toastmaster, DefCon, 2600, ISSA and Nesit meetings regularly, Help engineer and run private computer club.

Publications

The 2600 Hacker Quarterly Magazine Issue: Fall 2020 Nov. 2020

Cyber Pandemic: The World in Ruins

The 2600 Hacker Quarterly Magazine Issue: Spring 2016 May 2016

Password and Mobility Security: Something Needs to Be Done (page 31 & 32)

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