United States Incident Response

Alex Gholami

801-***-**** **********@*****.*** Salt Lake City, United states

Sr. Information security Analyst with extensive experience in monitoring and managing network security, risk assessment, and incident response. Skilled in triaging complex issues and driving them to resolution. A creative problem solver who thinks outside the box to tackle advanced development challenges, such as product optimization, and customization/extensions, application vulnerability assessment Strong collaboration skills with Product and Engineering teams to ensure Customer Success. Adept at prioritizing job requirements and working closely with customers to guarantee exceptional satisfaction.

Skills

It System Administration Network Operation Center Incident Response Microsoft Office Suite programs LAN/WAN HIPAA/PCI Active directory support SQL Integrated product to cloud AWS & AZURE Install/configure/troubleshoot network and desktop applications Data Log data collection & Analysis In-depth Technical Troubleshooting Remote support

Mentorship and Coaching

Experience

SolarWinds, Sr. Application Analyst Lehi, united states 04/2018 – 12/ 2024

• Perform forensic analysis to identify the root cause of incidents, evaluate the extent of the attack, and offer recommendations for containment and remediation.

• Ability to explain complex issues and resolutions to both technical and business audiences in a clear manner. Install, Configures, test, and maintains, monitoring applications within multiple Operating systems, windows and Linux.

• Voluntarily assisted overloaded teams by taking on extra cases/calls during peak periods, reducing backlog significantly and boosting team morale.

• Participate in developing new knowledgebase documents or update the existing document used by peers, end -users and other support team members, to align with the organization's objectives and support company goals.

• Monitored network traffic and system performance; identified, troubleshot, and resolved issues to ensure optimal uptime and reliability.

• collaborate with external vendors to support third-party applications including integration to AZUR and AWS.

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• Mentor and coach L1 and L2 team members to enhance their technical skills and support their career growth.

Genesys, NOC Network Engineer Salt Lake City, United States 01/ 2013 – 10/2017 Utilized network performance monitoring tools to detect and mitigate system failures, miscommunications, and security vulnerabilities. Saved $240K+ over four years by bringing backup/restore operations in-house, eliminating third-party dependency. Enhanced network reliability through proactive monitoring, incident response, and mentorship of L1/L2 teams. Contributed to the incident response team to promptly resolve critical issues.

• Created and maintained run-books for vulnerability resolutions and incident responses.

• Identifying, analyzing, and resolving complex technical problems for hardware, software, and connectivity quickly and effectively to maintain peak system performance.

• Address and resolve network critical incidents promptly to minimize disruption to business operations.

• Maintaining the highest level of security and confidentiality in all aspects of NOC, in compliance with company and government standards.

• Served as escalation point for new employees and Tier 1 staff, while guiding and training team members to strengthen their skills and foster professional growth.

• NetApp Storage & Systems Administration Orem, United States 04/2012- 09/2013 Provide advanced technical support to premium enterprise customers via phone, web, and NetApp Auto-Support software for complex hardware and software issues.

• Deliver professional guidance for troubleshooting and resolving problems across Linux, Windows Client/Server, and VMware platforms.

• Investigate and resolve customer concerns promptly, offering tailored recommendations and actionable plans to address issues.

• Collaborate with team members to resolve technical cases and provide mentorship when needed.

• Utilize and support industry-standard protocols, including iSCSI, TCP/IP, DNS, SNMP, RDP, NFS, CIFS, SAN, and NAS, during troubleshooting and resolution.

• Document and share technical knowledge, ensuring efficient case management and resolution.

UMP, System Admin Support, Ogden, United States 07/2007 - 09/2011 Provided technical support, promptly resolving user issues to ensure high customer satisfaction. Monitored and troubleshooted system performance, maintaining optimal functionality. Performed upgrades, updates, and patches to ensure system integrity and security.

• Installed, maintained, configured and repaired system hardware, software, and network components.

• Offer technical assistance to end-users through phone, email, or face-to-face interactions.

• Oversee network infrastructure, including routers, switches, and firewalls.

• Monitor network traffic and assess performance and resolve network connectivity problems.

• Monitored server performance and capacity, ensuring scalability and minimal downtime.

• Executed regular backups, safeguarding critical data integrity and availability. Education

MS, in Cyber Security &information assurance

Western Governor University Salt Lake City, United States BS, in Computer Science Networking

Weber State University, Ogden, United States

Certification

CHE- CHFI -NPM-Net+, Juniper IDS. working on CISSP in progress. Language: English

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