It Support Customer Service
Resume:
Kareem Hamed Khalil
Bellmawr, NJ *****
SUMMARY
Network Support Onsite, Hybrid and remotely, professional with multiple certifications including A+, CCNA as will Experience with regulated environments, government networks and DoD networks. Strong experience with DoD, HIPPA, PCI, NIST, ISO and related standards
Under general direction, manages network performance and maintains network Operation. Firewall technologies (Fortigate, Cisco) –Email Gateway (Fortimail) –SSO (Okta, SiteMinder) –Certificates (External, Internal) - Intrusion / Threat Detection (Cisco – AMP Adv Malware Protection) – TACACS, RADIUS, or 802.1x NAC Control for authentication and authorization, EDR (endpoint detection and response NAC (Cisco ISE Identity Services Engine) –Web Filtering (Cisco Umbrella, Firepower, Fortigate) - Phishing Awareness (PhishMe) - Access Management (Varonis, CyberArk) - Vulnerability Scanning (Nessus) WAF firewalls (web application firewalls), DAST/SAST dynamic and static application security testing, Cloud security posture management (CSPM), Attach service Reduction (ASR), Data protection for structured and unstructured data ( databases) label files/policies. Scan our databases to find sensitive data.
EDUCATION
Strayer University, Virginia
Bachelor of Science in Information Systems
Concentration in Cyber Security
Cornell University, Ithaca, New York
Professional Development Management (PDP)
Networking Certs
•Cisco CCNA Certified
•Network Routers and Switches
•Brocade Routing, Switching (BCNE)
•Brocade Routing, Switching (BCNE)
•Network+
•A+ Certified life certified
•IBM Cloud Kubernetes Service
•F5 Load balancer
EMPLOYMENT HISTORY
Help Deskside Support 3-2021 - 2-2023
L3Harris Technologies -Contract
New Jersey, United States
Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%) Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. Interact with internal and external customers. (20%)
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%)
Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization, advise management on situations that may require additional client support or escalation (20%)
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)
Help desk Support 3-2020 -3-2021
Goldman Sachs/contracted via Uni-Data Inc
Establishes standards and best practices for end point installations.
Provides executive support and advance troubleshooting to minimize overall time for repair.
Educates additional Desktop Support Technicians and creates documentation for difficult technical issues.
Assists in coordinating and assessing modern technology required for implementing, including documentation, and hosting of meetings.
Builds and installs PCs, and peripheral devices including printers, scanners, mobile and smart phones, related to desktop infrastructure in accordance with department standards.
Provides advice and guidance to colleagues regarding incidents. Explains and documents technical issues in a straightforward way to clients.
Supports and maintains installed PCs, networks, telephone end points, and peripherals with routine maintenance. Coordinates migration of desktops to most current Windows platform as necessary.
Identifies, logs, and resolves technical problems with software applications or network systems.
Creates, maintains, and distributes reports of progress on work efforts to leadership. Identifies potential changes and system improvements to present to leadership for consideration and implementation.
Ensures that work is carried out within agreed service levels and in accordance with department guidelines.
Owns daily documentation of achievements, through enterprise ticket tracking systems. Follows guidelines established for tracking efforts related to assigned responsibilities and all hours worked are recorded for aid
o End User Services:
IT Service Management (IBM Control Desk)
PC and PC Application Deployment (SCCM, Intune Auto Pilot)
Privileged Access Security (CyberArk)
Remote Support (Bomgar), develops BigID security include data mapping, data labeling, data subject rights, breach response, data quality, cloud migration, de-identification, and consent management
Thales Key Management/
Mobile Device Management (Intune)
in ITIL implementations and leading practices
Maryland -DHS, Proxim 2-2018 – 2-2020
IT Support Professional
Responsible for assisting end–users with endpoint application, operating system, hardware and connectivity issues, serving as initial contact for service-related issues, interfacing with systems administrators and application developers on service/installation issues and projects, and assisting in enterprise–wide hardware and software deployment projects. The part-time helpdesk support assists in managing and maintaining the equipment checkout system.
Resolves complex technical issues at point of contact.
Utilizes customer service skills to effectively support a demanding client base.
Assists with other department activities as needed, and performs additional duties and responsibilities as assigned
Candidate should also be flexible to work overtime as needed.
Skills & Competencies
Exceptional customer service skills including the ability to convey highly technical information in easy to understand, non-technical terms
Must be highly productive, able to balance competing priorities and meet all established productivity measures.
Ability to adapt to a fast-changing environment.
Excellent analytical and problem-solving skills.
Position also requires the ability to work under pressure to meet strict deadlines.
Freddie Mac, Multivision, Reston, Virginia, 11/2017 – 01/2018
NOC - Support
Primarily responsible for tracking, ownership, resolution, and documentation of all GIN customer and GIN backbone issues.
Monitor the GIN network using SNMP monitoring software along with various in-house tools.
Troubleshoot and resolve routing/physical layer issues for GIN customers, peers and network infrastructure.
Field calls and emails from customers, peers, Telcos and inter-company organizations.
Interface with other NTT operations centers for escalation and resolution of issues.
Perform scheduling/coordination of all maintenances that affect the GIN network.
Carry out select maintenances on the GIN network.
Basic router configurations utilizing in-house configuration tools.
Responsible for managing vendor tickets related to hardware and software issues.
Responsible for hardware Return Materials Authorization (RMA) disposition for the Global Network.
Perform troubleshooting and fault isolation on the GIN network.
Performs other duties as assigned.
Applicants must possess strong customer service, problem solving, organizational, and analytical skills.
TCP/IP protocol suite (strong with Layers 1-3), Layer1/2 WAN protocols, LAN/WAN topologies.
BGP, ISIS, MPLS, LDP, RSVP
Unix/Linux, DNS
Cisco and Juniper router experience, Nokia router experience a bonus
Experience with Ethernet and Optical Circuits up to and including 10 GigE, and 100 GigE
DWDM
Fannie Mae, Reston, Virginia/Pinnacle/AT&T/IBM, 2/2014 – 10/2017
IT Support Professional
Manage F5 Web Application Firewall (WAF)and other tools to develop solutions to protect applications in a DoD data center environment with behavioral analytics, proactive bot defense, and application-layer encryption of sensitive data
Design, configure, test, document, and implementing Access Policy Manager (APM), Local Traffic Manager (LTM), and Application Web Application Firewall solution, LogRhythm SIEM, alarm rules, configuring reports, building dashboards, Windows Server support
Analyze the existing APM, LTM, and ASM/WAF implementations to develop new solutions with faster throughput and/or enhanced
Design, configure, test, and document Single Sign-On (SSO), Common Access Card Authentication, and Active Directory integration using
Lead the NOC –SOC operation and responsible for monitoring and maintaining the overall network infrastructure, and its primary function is to ensure uninterrupted network service. In The SOC I am responsible for protecting networks, as well as web sites, applications, databases, servers and data centers, and other technologies.
Design, configure, test, and document F5 LTM solution using cipher suites, reverse web proxy, Hardware Security Module (HSM), and HTTP Strict Transport Security (HSTS).
Design, configure, test, document, and implement a Local Area Network (LAN)/ Wide Area Network (WAN) solution utilizing existing Cisco and Juniper hardware and software components to extend backside DMZ services to enterprise applications
Provides direct support of Symantec Network and Endpoint DLP systems including Linux based Symantec Enforce, Defender, Discover and Monitor servers as well as their Oracle support database server.
Provided operational engineering support for Symantec Endpoint DLP clients deployed throughout the client enterprise and network monitoring/DLP monitoring systems including assisting in issue resolution, implementing DLP system/client upgrades and working with support groups to resolve conflicts between DLP and other protection mechanisms.
Interpreted and responded to issues related to DLP activity including integrating with alerting systems, adjusting policies to support customer DLP requirements, support the customers regular and ad-hoc reporting requirements.
Coordinated with both internal (CSIRT/SOC), and manufacturer support (Symantec); assist with advanced issue resolution across the enterprise. Pen Test Engineering
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