Support Analyst It

Abraham Moncar

Phone: 404-***-**** E-mail: *******@*****.***

LinkedIn: https://www.linkedin.com/in/abraham-charles-moncar

IT Infrastructure Leader – Cyber Security Network Operations Project Management

Helping Companies Translate Their Business Goals to Reality

A business-savvy IT Executive with extensive experience in leading IT Cyber security, Networking & Infrastructure Delivery—managing relationships to successfully implement high-complex large-scale, multi-year transformational Programs. Employ technology to further business objectives and grow the top and bottom lines, while leading digital transformation initiatives, as well as efforts that result in broad organizational change. Adept in delivering all Information Technology needs of big corporates, taking complete accountability of information technology and computer systems, assessing current processes, recommending software upgrades, and directing the executive team on the best processes.

Proven as a strategist for coming up with creative solutions for enhancing total organizational performance and is notable for undertaking multiple spectrums of tasks in the interest of the growth of any given role. A field-tested leader with an in-depth, comprehensive prowess in delivering transformational business results for clients and customers with expertise in coordination and communication. Has a track record of pitching ideas on areas of improvement, with solid administrative skills, effectively accelerating the metrics of any professional undertaking. Commands top-notch administration, presentation, public speaking, and interpersonal skills, and proficiently adapts to dynamic / demanding environments.

~ Adept in synthesizing data and transforming into actionable business insights, impactful visual analytics, dashboards, and KPI matrices to drive flawless execution. ~

~ Extensive experience in leading diverse teams and managing all aspects of projects & implementations by ensuring that the business deliverables are completely satisfied on time and within budget. ~

~ Multiple areas of expertise: from Scrum, to implementing Waterfall (SDLC), Agile, Lean, and ITIL delivery methodologies, backed by a solid prowess in technical tools and languages. ~

w Team Building & Leadership w Budgeting and Forecasting w IT Strategy & Security

w Training, Coaching & Mentoring Policies and Procedures w Research and Analyses

w IT Support & Client Service w Relationship Management w Cloud Platforms

w PMO Strategy & Development w Data & Business Intelligence w Technology Integrations

PROFESSIONAL EXPERIENCE

Amazon [March 2021 – Present]

I Microsoft Azure Security Engineer. An American multinational technology company and its the world's largest online retailer and marketplace.

Performed various security service functions including internal vulnerability scans, Azure security review, application security review, secure SDLC, application hardening validation and penetration testing activities.

Registered Users created groups and enabled access to resources and applications located on On-premises and cloud.

Adhered to governance and compliance through continuous monitoring and application of policies on Virtual Machines, Virtual Networks, and applications.

Developed and updated cloud templates, standards, and best practices used by multiple cloud projects.

Configured, managed, secured, and monitored applications in both On-premises and cloud.

Configured and enabled Single Sign on to access multiple applications to improve productivity and manage cost.

Standardized Azure Security best practices, processes, and procedures.

Designed and integrated marketplace leading vulnerability management, threat management, monitoring, and data protection processes and platform tools

Provided strategic and technical leadership for client teams and established cloud infrastructure design, migrated data centers to cloud, developed infrastructure as code and deployed cloud solutions.

Identified any gaps in the security and compliance using Secure Score and Assessments and enhanced the score on continuous basis.

Configuration and management of Azure Security Center, ARM templates for Security automation, Azure Defenders configurations, Azure Network security, Data security and Identity management controls.

Generated analytical data reports in regards to Azure Cloud security and compliance, document risk and mitigation controls, including policy/procedure updates.

Amazon [Aug 2020 – March 2021]

IT Support Associate II An American multinational technology company and its the world's largest online retailer and marketplace.

Diagnose and troubleshoot software and hardware problems and help customers install applications and programs. Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.

Train and support the team in troubleshooting integrated and interdependent computer systems. Provide support, guidance, and assistance to Junior Technical Support Engineers or Technical Support Engineers.

Install and maintain various hardware and software for the Inbound and Outbound Departments.

Manage complete project lifecycles from planning to delivery.

Maintain and grant user permissions to Fastenal Locker to access Radio and Kindle Tablets.

Implement an asset management application to transfer, allocate, and trace equipment.

Use ticketing software to close, open and resolve tickets.

Assist the team in upgrading the PIT with new software

Upload new software into switches and routers.

Atos Sytel (formerly Syntel, Inc.) [Jun 2017 – Nov 2018

Senior IT Consultant: Willis Towers Watson (a Leading Global Risk Advisory, Broking and Solutions Company) Atos Syntel is a subsidiary of Atos and a multinational provider of integrated technology and business services.

Coordinated with product developers, software designers, testing professionals, and consultants to ensure completion of project requirements promptly to meet customer needs. Assisted in the design and creation of an Off-Shore Technical Support Team. Collaborate with human resources to automate the new hire process by creating Flow Charts for design. Created access list and group policy on Windows Server. Installed endpoint security on servers and workstations. Implemented Disaster Recovery initiatives.

Introduced various technologies, including a Tech Bar and Depot Support Models. Created Articles and SOP for the Offshore and On-Shore Support. Used Splunk to analyze Data and investigate. Installed Nagios to monitor and create alerts. Configured routers and switches.

Installed and created alerts with PRTG. Designed service catalog items for WTS (workplace technology services) related areas. Imaged PCs, Refreshed, Re-imaged, Fixed Software and Hardware related issues.

Identified bottlenecks in the Customer service Support process and facilitated usage of advanced technologies, new tools, or enhanced processes.

Assisted in developing a Standard operating model for both Legacy Willis and Willis Towers Watson support service to track progress through the deployment process through service now.

Acorlor Furniture Works [Sep 2016 – May 2017]

IT Specialist (onsite & remote)

Delivered superior information technology support to optimize operational efficiency. Resolved technical issues, maintained hardware and software installations, and improved IT systems. Answered queries and resolved customer issues on phone and email. Provided IT assistance to staff and customers. Updated computer software and upgraded hardware and systems. Maintained databases and ensured system security.

Performed remote troubleshooting through diagnostic techniques and pertinent questions. Designed and implemented LAN. Installed and supported sage accounting software. Trained other staff on IT-related issues.

Intercontinental Exchange (ICE) [Feb 2016 Aug 2016]

Operations Support Analyst / ServiceNow System Administrator

Managed user requests via tracking (ServiceNow) software to deploy solutions to help requests from staff and office across 4 countries. Generated reports via asset and desktop service management, Audit and Change Management on hardware and software to enhance inventory and audit reports. Created workaround procedures when standard procedures failed and ensure issues were resolved in a timely fashion. Managed the ICE Help Desk.

Served as Subject Matter Expert (SME) in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Reports, Dashboards, Tasks and actions.

Served as Subject Matter Expert (SME) in Linux (RedHat, CentOS, Ubuntu).

Contributed to the development of the ICE IT Recovery Plan and ICE Short-Term Recovery Process.

Maintained a contact database using SalesForce containing over 700 individuals and 150 businesses.

PRIOR EMPLOYMENT DETAILS

• Judicial Service of Ghana – Ghana, Africa Senior IT Specialist Jul 2008 – Nov 2015

~Provided systems support for over 6000 employees Nationwide for the Judicial Service of Ghana.

PROFESSIONAL DEVELOPMENT & CREDENTIALS

w Cambridge Certified Security Associates (CCSecA) - CCSA [2008] Cambridge Intercontinental University

w Cybersecurity & ICT Policymaking Scholar [2013] United States Technical Training Institute (USTTI)

w Security by Design and Cybersecurity [2012] Alcatel Lucent

w Issues and Challenges with Cybersecurity and Internet Governance [2012] AT&T

w Introduction to Internet Architecture [2012] Cisco Systems

w Cybersecurity Concepts, Mechanisms, Management, Policy and Applications [2012] IBM Institute

w Cybersecurity and Global Digital Infrastructure Policy [2012] Intel

w Cybersecurity Coordination [2012] US Department of Homeland Security

w DNS Related Internet Technologies [2012] Verisign

w Introduction to Internet Global Collaboration Development [2012] The Internet Society (ISOC)

w Diploma in Fostering the Development of Broadband Networks and Converged Services [2010] Verizon

w Communications Infrastructure Economics and Regulations: Certs and Cybersecurity Coordination, Country Code Top Level Domain Administration and Operations [2012] Packet Clearing House

w ICT Policy Making in a Global Environment [2012] The National Telecommunications & Information Administration (NTIA)

w Diploma in Key Technologies for Building Internet Protocol Based Networks, Internet Service Provider, Design, Network Security [2010] Cisco Systems

w Linux Firewall Security Certification: Linux Network Monitoring, send mail E Mail Server Setup and Configuration, Linux Network Server Install and Configuration, Linux Network Troubleshooting and Diagnosis [2010] ICT Bootcamp

Certification(s):

AWS: • AWS - Certified Security – Specialty

AZURE: CLOUD SECURITY ENGINEER

CISCO: • CCNA - Cisco Certified Network Administrator

COMPTIA: • A+ Certification • Network+ Certification • Security + Certification

BOOTCAMP: • Security + CEH - Certified Ethical Hacker • CISSP - Certified Information Systems Security Professional

OTHER: • MCP - Microsoft Certified Professional • MCSA - Microsoft Certified Systems Administrator • MCSE - Microsoft Certified Systems Engineer • MCP - Microsoft Certified Professional ITIL v3 Foundation Certification - IT Infrastructure Library • ITSM - IT Service Management

TECHNICAL PROFICIENCIES

Platforms

Microsoft Server, Mac OS, Linux (Ubuntu, Delian, Fedora, CentOS, RHEL, VMware

Testing Tools

Jenkins, Solar Wings, PRTG, Nagios

Bug Tracking Tools

Sniffer, Solar Winds, Zone Alarm, IP-Cop, Smooth-wall, Net- flow, PRTG,

Scripting

Python, Perl, Ruby, Bash

Databases / SIEM

MySQL, SQL, Oracle, Splunk

Applications

Service Now, MS Office Suite, Salesforce, IBM WebSphere

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