senior support eng

EDWARD THEN

Midlothian, TX, US

1-484-***-**** ️ ******.****@*******.***

linkedin.com/in/edward-then-70442148

PROFESSIONAL SUMMARY

Results-driven Senior Workstation Engineer with over 7 years of experience in IT infrastructure support, workstation vulnerability remediation, and enterprise endpoint security. Proven expertise in managing endpoint protection solutions, patch management, network configurations, and client-side issue resolution. Successfully led transitions from NetMotion to Zscaler VPN and APN migration initiatives to optimize performance and security. Strong background in Active Directory, DNS/DHCP, SCCM, CyberArk, and Zscaler platforms. Adept at collaborating with cross-functional teams to implement scalable and compliant IT solutions.

CORE COMPETENCIES

Endpoint Security (Symantec, Zscaler, CyberArk)

SCCM & Patch Management

Active Directory, DNS, DHCP

Workstation Vulnerability Remediation (Qualys)

Network Access Control & VPN (Zscaler, NetMotion)

Office 365 & Windows OS Administration

IT Compliance & Risk Mitigation

IT Support & Ticket Management

System Imaging & Configuration

Agile/Scrum Collaboration

PROFESSIONAL EXPERIENCE

PPL – Allentown, PA

Senior Workstation Engineer

May 2023 – Present

Resolved advanced client-side issues involving GPS tracking, drive mapping, and software compatibility.

Managed enterprise antivirus and endpoint protection using Symantec and enforced policies via CyberArk.

Conducted end-to-end vulnerability remediation for TCA and corporate devices, ensuring NIST-aligned compliance.

Delivered software and OS updates through SCCM; configured systems using DNS and AD tools.

Led enterprise transition of Surface Pro fleet from NetMotion to Zscaler VPN, reducing connection downtime.

Spearheaded migration to Verizon’s default APN, enhancing data accessibility and cost efficiency.

HCL (Contracted to PPL)

Senior Workstation Engineer

May 2021 – Mar 2023

Administered endpoint security policies and system patching to protect against emerging threats.

Executed vulnerability scans using Qualys and implemented remediation protocols.

Collaborated with security and infrastructure teams to maintain endpoint compliance across business units.

Provided Tier 2/3 support for workstations, leveraging SCCM and Zscaler diagnostics.

HCL (Contracted to PPL)

Workstation Vulnerability Remediation Specialist

Aug 2020 – May 2021

Identified, documented, and resolved endpoint vulnerabilities through scripted remediations and policy changes.

Developed internal remediation workflows to support compliance initiatives across departments.

Generated reports for patch compliance, assisting InfoSec in audit readiness and tracking KPIs.

Lehigh Valley Health Network (LVHN)

IT Support Technician

Mar 2020 – Aug 2020

Performed large-scale workstation reimaging and technical support for healthcare environments.

Diagnosed and repaired network printers and client-side software/hardware issues.

Tracked and triaged tickets using enterprise ITSM tools to ensure SLA adherence.

RE/MAX

IT Director

Dec 2019 – Mar 2020

Directed IT operations, including infrastructure planning, hardware procurement, and vendor coordination.

Oversaw project management and budgeting for system upgrades and maintenance.

NCR Corporation

Desktop Support Technician II

Aug 2019 – Dec 2019

Delivered Tier 2 desktop support for software and hardware issues across multiple client environments.

Facilitated imaging and configuration of end-user systems, maintaining documentation for standard procedures.

NeedThese

Technology Department Manager

Sep 2018 – Jul 2019

Led technical teams in configuring Horizon servers, VLANs, and zero clients.

Installed audiovisual systems and managed Alertus EMS deployments.

Functioned in hybrid roles including instructor, network administrator, and field technician.

EDUCATION

Strayer University – Bachelor’s Degree in Networking

Pennsylvania School of Business – associate’s degree in Networking

CERTIFICATIONS & TRAINING

Utility and Business Processes, Security, and Compliance

Agile & Scrum Methodologies

Data Privacy & Export Compliance

Inclusivity in Hiring & LGBTQ+ Inclusivity

Let me know the target role or industry (e.g., cybersecurity, infrastructure engineering, IT management), and I can further tailor this version with job-specific language and metrics.

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