Technical Support Software Development

Kendall Hastings

Chattanooga, TN (Open to Relocation) 423-***-**** *******.**********@*****.*** LinkedIn Cybersecurity Portfolio Results-driven Technical support professional with 5+ years of experience across cybersecurity, software development, and IT infrastructure. Proven track record of architecting enterprise security solutions, improving overall security posture, and conducting vulnerability assessments to reduce potential impacts on business operations. Seeking a role to leverage deep technical expertise in driving robust security programs and maintaining strong compliance postures. SKILLS & EXPERTISE

Security Tools & Technologies: Palo Alto Firewalls, Wireshark, Tcpdump, Suricata, Xcitium SIEM, Duo Authenticator Compliance Frameworks: NIST SP 800-171, GDPR, ISO 27001 Programming & Scripting: Python, Java, C#, PowerShell, SQL (BigQuery), XML Operating Systems & Platforms: Linux, Windows, Active Directory, Azure AD Monitoring & Analysis: Splunk, ServiceNow, JIRA, Genuity Ticketing System Cloud & Infrastructure: AWS, Microsoft 365, Google Workspace ACHIEVEMENTS

● Initiated large scale asset and E-waste disposal initiative recycling over 90 monitors and effectively disposing of over 90 legacy model computers while maintaining cyber compliance and Data security.

● Authored System Security Plan (SSP) aligned with NIST SP 800-171 Rev 2, securing $400M+ contract and increasing company valuation to $500 million

● Established comprehensive asset management program, eliminating 300+ outdated disks and 100 legacy systems

● Executed secure data destruction program for 70TB+ of sensitive data with 100% compliance

● Reduced system deployment time by 500% through secure automation and standardized imaging PROFESSIONAL EXPERIENCE

Remote site Technical Support • Sargent and Lundy Chattanooga, TN 11/2024 - present

● Delivered comprehensive technical support to a global workforce of over 4,000 end users across the United States, ensuring seamless IT operations by diagnosing and resolving complex hardware and software issues.

● Spearheaded the onboarding process by configuring and deploying new hire computers, leveraging baseline imaging from centralized servers to maintain system standardization and operational efficiency. Managed user account provisioning and access control, ensuring smooth integration into enterprise systems.

● Provided expert troubleshooting and support for enterprise applications, including Microsoft Office Suite, AutoCAD, MicroStation, Bluebeam Revu, Software Center, and Citrix, minimizing downtime and enhancing productivity. Resolved authentication and access issues for Okta Verify, ensuring secure and seamless single sign-on (SSO) experiences for end users.

● Utilized Active Directory (AD) to manage user accounts, reset passwords, and enforce group policies, ensuring compliance with IT security best practices. Used BeyondTrust for remote troubleshooting, securely assisting users with system and application issues while maintaining data security protocols.

● Ensured strict adherence to government data security guidelines while handling IT requests, protecting sensitive information and maintaining compliance with regulatory standards. Fostered user trust and satisfaction by delivering professional, efficient, and proactive IT support, ensuring business continuity and optimal system performance.

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Information System Security Officer/Helpdesk Engineer • Diversified Supply, Chattanooga, TN 6/2023 - 11/2024

● Enhanced overall security posture by 40% by conducting comprehensive network analysis using Wireshark and other tools to map network topology, identify vulnerable services, and implement network segmentation strategies, improving overall security posture by 40%

● Designed and implemented security awareness program reducing phishing incidents by 70% within 7 weeks through live demonstrations and hands-on training

● Architected and deployed Palo Alto firewall configurations across 5 branches, establishing baseline security controls and implementing zero-trust architecture principles

● Developed and executed PowerShell automation scripts reducing new user computer setup time by 500%

● Reduced unauthorized access attempts by 60% through implementation of role-based access control (RBAC) through Active Directory for 100+ users

● Enhanced helpdesk operations by implementing a unified ticketing system with integrated security incident tracking, improving response times by 40% and increasing first-contact resolution rates from 50% to 80%

● Created comprehensive documentation and training materials for the Genuity Ticketing System, including an interactive FAQ and advanced automations, leading to a 50% reduction in onboarding time for new IT staff and a 30% decrease in repetitive support requests

Java Software Developer • Infosys, Remote (Position Eliminated)03/2019 - 03/2023

● Engineered secure database solutions utilizing SQL and NoSQL platforms, implementing encryption at rest and in transit, resulting in zero data breaches across all client applications

● Developed secure REST APIs with encrypted data transmission (AES/RSA), ensuring protection of sensitive data and achieving 100% compliance with GDPR and ISO/IEC 27001 requirements

● Designed and developed custom software solutions for over 50 clients, addressing complex business challenges using Java (Spring Boot, Hibernate), with a focus on performance, scalability, and maintaining best practices for secure coding

● Collaborated with cross-functional teams in an Agile environment, utilizing tools like JIRA and Confluence to efficiently track development progress, while ensuring that product iterations aligned with both business needs and secure development guidelines

● Implemented authentication and authorization mechanisms using Spring Security and JWT, ensuring users had the correct access without impacting the performance or functionality of the applications

● Led security-focused code reviews and vulnerability assessments using SonarQube, reducing security-related bugs by 75% and establishing secure coding guidelines adopted company-wide

● Optimized and integrated CI/CD pipelines with tools such as Jenkins and Maven, facilitating smoother software releases

● Incorporated basic security checks as part of the build process to ensure that software complied with GDPR and ISO/IEC 27001 Senior Helpdesk Technician • Amazon, Remote 03/2019 - 12/2022

● Supported user-related issues related to Active Directory, MS Word, Spreadsheets, MS Outlook, MS Teams, browser issues, MS Azure, Bomgar, TeamViewer, and printer servers.

● Handled 60-100 calls per day, efficiently resolving customer queries and consistently meeting or exceeding performance metrics for response time and resolution.

● Achieved a 70% first-contact resolution rate for a user base of over 10,000 end users through incident response protocols using ServiceNow and Jira.

● Implemented role-based access management protocols in Active Directory and Azure AD for 100+ team members, reducing unauthorized access attempts by 40%.

● Established VPN security protocols with Cisco AnyConnect and OpenVPN to ensure secure remote access with multi-factor authentication and detailed access logs.

● Architected and maintained secure AWS cloud environments, following best practices to reduce security incidents by 35% and enhance system reliability by 45%.

● Conducted security awareness training for 100+ associates, resulting in a 70% improvement in compliance with security policies.

● Managed a high volume of incoming calls and emails, providing exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.

● Developed and implemented security-focused troubleshooting procedures for Amazon devices and third-party tools, using secure remote access tools like TeamViewer and LogMeIn while maintaining strict data protection.

● Demonstrated excellent written communication skills for effective documentation and reporting. EDUCATION, CERTIFICATES, & CERTIFICATIONS

Bachelors of science majoring in computer science • University of phoenix 08/2019-05/2022

● Graduated with a 3.8 GPA

● Entered an accelerated program that allowed graduation in just 3 years Google Cybersecurity Professional Certificate • Merit America 12/2024

● Cultivated holistic understanding of cybersecurity’s critical role in organizational security, privacy, and success, including how to systematically identify and mitigate risks, threats, and vulnerabilities

● Gained practical experience with Linux, SQL, Python and utilized SIEM tools, IDS, and network protocol analyzers for proactive threat management

● Applied knowledge to real-world scenarios, developing skills in proactive threat detection and response through completion of dynamic hands-on projects, including: conducting a simulated security audit, responding to a cyber incident, analyzing vulnerable systems, and completing an incident handler’s journal CompTIA A+ • CompTIA 05/2021

Java Certification • Woz U 03/2019

CS50: Introduction to Computer Science Certification • Harvard University 03/2019

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