Cyber Risk Analyst

Kingsley I. Ofuokwu

*** ******** **. *********, **

02072

(T) 857-***-****

(E) *****.*******@*****.***

Summary of Qualifications

IT professional with 15+ years of experience in Cyber Risk management, Operations Support, Security, and IT Help Desk functions. Results-driven leader with diverse experience in cross-platform systems, network architecture, engineering, integration, Application and network security, web design, and administration (local/remote environments). Fluent in English (native) and Nigerian-Igbo (native).

Doctor in Information Technology

Authorized to work in the United States for any employer.

Skills

Security Tools: Datadog, AWS, Wireshark, Snort, Nessus, Metasploit, Burp Suite, Kali Linux

Server-Related Technologies: Google Cloud Platform, Microsoft Azure, Amazon AWS, Active Directory, Microsoft Office 365, MS Exchange, VMWare, Citrix and MS Routing/ Remote Access

Programming Languages: C, C++, C#, JAVA, Python, PowerShell, Bash

Network Protocols: TCP/IP, DHCP, SMTP, DNS, HTTPS, IPSec

Networking: CCNA, LAN, WAN, Voice Over IP (VoIP), Asterisk, and Cisco Routers / Switches / Firewalls

DBMS Packages: Microsoft Access, SQL 2008, MySQL

Web Design: HTML, XML, PHP

Windows Programming: GUI, VB.NET

Platforms/Operating Systems: Macintosh OS, Windows OS, Linux (Ubuntu, Centos) Software: Salesforce, ServiceNow, Jira, ConnectWise, confluence, proficient in Asterisk, PBX phone system, Tomcat, JBOSS, Weblogic

Hardware: Dell/ HP and Apple/ IBM

Certifications

Risk Management for Cybersecurity and IT Managers

Cybersecurity Awareness (2022)

AWS Essentials (2022)

Datadog log monitoring (2022)

Network Pro (2019)

Linux Pro (2019)

Cisco Certified Network Administrator (CCNA) – 2016

Asterisk Essentials and Configuration at Security Training & Expo Sdn. Bhd. - 2015 Industrial Training at Sita Multimedia sdn. Bhd. - 2015

Experience

04/2022 – Present Akoya - Boston, MA

Risk Analyst

Lead the implementation of a GRC tool called Centrl for Third-party risk management for the organization, leading to 20% increase in productivity.

Worked with Security Operation in analyzing suspicious logs using Datadog

Access control management for the entire organization.

Continually review Security policies with the CISO as needed.

Performed Due Diligence Investigation on Third parties and vendors.

Performed Vulnerability management and Penetration Testing exercises.

Support and Operations Engineer – Team Lead

Worked with IT team to review Zscaler configurations on users’ computers

Managed the configuration, installation, and communication of mTLS certificates for financial institutions.

Responsible for daily platform health by reviewing alerts & actively monitoring all systems using AWS and Datadog.

Designed and created a support workflow model from scratch and met with internal stakeholders to get their buy-ins

Providing quarterly reviews of the support team and other related functions to the board and stakeholders.

Being a mentor to junior support engineers.

Determined severity of problems; troubleshoot, resolve, or refer to appropriate technical staff as appropriate to determine the root cause analysis and correction.

Creating documentation for resolved issues after RCA has been performed.

Responsible for incident/problem management and change management using Jira Service Management platform.

Identifying and implementing new Operational tools/processes for improved efficiency.

Providing training to the Service Desk and technical users of new applications and processes.

Created notification and alerting systems in Datadog and AWS to alert the various teams should a data breach occur.

Researched and implemented a provider certificate management system for alerting internal and external stakeholders when it is time to renew their certificates.

Cleanup and re-positioning of support documentation for easy management and access.

Researched and implemented systems for monitoring the uptime and downtime of APIs.

Created support dashboards and metrics for measuring and managing support issues.

03/2021 – 04/2022 Nexthink - Boston, MA

Product Support Engineer II

Identify trends, perform root cause analysis, and manage desktop, telephony, and A/V systems

Collaborate with other technology teams to evolve critical help desk systems

Update, maintain, and enhance the knowledge base Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone, and e-mail

Review Authentication Logs, and Audit logs while resolving customer issues

Handling Level 2 and Level 3 support for customers and partners all around the world (and 24/7 on-call)

Direct handling of the troubleshooting phase including phone communication and remote sessions with the stakeholders and white glove executives

Constant tracking of every request from the beginning until its resolution

Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic

Interfaces directly with customers at different stages of the problem resolution process, including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution

Strong working knowledge of cloud offerings and solutions (Google Cloud Platform, Microsoft Azure, Amazon AWS)

01/2020 – 02/2021 Zerto - Boston, MA

Technical Support Engineer

Experience with information security practices and procedures

Strong working knowledge of VMware, Hyper-V, KVM, or other virtual software

Thoroughly documents all issues, develops and reviews content for knowledge base

Help test beta products and pre-GA versions

Drafting and maintaining User Support documentation.

Mature understanding of DevOps best practices for cloud-native build and release pipelines

Respond to escalated technical issues surrounding the Zerto platform, primarily by web portal, telephone and e-mail

Interfaces directly with customers at different stages of the problem resolution process, including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution

Strong working knowledge of cloud offerings and solutions (Google Cloud Platform, Microsoft Azure, Amazon AWS)

Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting procedures.

Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems

Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

Participate in on-call program

07/2018 – 01/2020 SS&C Technologies – Boston, MA

Client Support Specialist

Provide advanced front-line product support for client technical issues

Work directly with clients and keep them updated throughout the life of their issue

Excellent diagnostic skills including the ability to successfully troubleshoot and analyze software and hardware issues

Assist users and other technical staff to perform testing and problem analysis for any application issues.

Demonstrate client service skills by meeting or exceeding Client and business expectations

Knowledge on Application Programming Interfaces (API), Web Services, File Transfer Protocol (FTP), SSRS (SQL Server Reporting Services) and SQL

Provide client/technical support for web-based applications

Provide application support for core IT systems, including Security, and storage administration

Investigate, track and manage escalated client issues by ticketing system

Ensure needed fixes are applied and investigate software logs to identify issues

Provide training to junior support members and assist team members with complex support issues

Manage critical projects assigned by leadership

Managing multiple projects and client inquires for roughly 400+ clients.

Executing project deliverables on time and beyond expectation

Maintaining an overall client satisfaction rating of 95%.

Identify and fix technical issues for clients

Experience with Linux environments (RHEL/Solaris)

Occasional after-hours and weekend work to perform tasks that cannot be done during business hours.

Participate in on call rotation.

06/2017 – 7/2018 Flex Manage - Wakefield, MA

Service Desk Consultant

Piloted a program to train staff in security best practices, which reduced phishing incidents by 45%

Increased network security by integrating advanced firewall and VPN management tools

Excellent communication skills and a commitment to customer service to enable users to make efficient use of technologies

Outlook, Microsoft Office 365, Citrix and VPN troubleshooting

Purchasing licenses for Microsoft Office 365 users, account creation, and password resets

Microsoft Office 365 administration, configuration and troubleshooting

Performing account management on Active Directory and Exchange on

Microsoft 2003, 2008, and 2012 servers.

Provision of level II and level III support including maintenance, updating, modification, and troubleshooting of IT devices and email configuration

Troubleshoot, resolve and document client issues

Providing onsite and remote support for varying IT incidents and requests

Interacting with senior-level executive customers and performing customer training

Guide troubleshooting over the telephone, email, and chat

Facilitate and own escalations with vendors and other third parties

Assist in training and mentoring new hires to the team

Understand and abide by all internal and client security and operational policies

Active Directory account creation and Password resets

IMAP/POP account creation

Monitoring of servers and Networking devices (Routers, Switches)

Maas360 configuration and setup

Problem management of desktop computers, workstations, network and server problems

Act as primary liaison between third-party vendors and end-users during implementation and troubleshooting of application issues.

Log incidents in a problem-tracking system and use appropriate escalation methods to ensure problems have a timely resolution

Collect and dispense information with groups within and outside the Organization and route more complex problems to senior Help Desk consultants and management.

Significant experience supporting the following devices:

o Multiple recent models of Mac and PC desktop/laptops

o Handheld devices (smartphones) such as Samsung, Android, and iPhone.

o Tablets such as IPads, Google, Samsung, and Surface Pro.

o HP LaserJet printers and Ricoh Copiers/Printers/Scanners.

o VOIP telephones.

Performing system troubleshooting using remote desktop software such as Bomgar, Citrix, RDP.

Using ticketing software systems such as Service Now, Foot Prints, Kaseya and ConnectWise.

Ordering hardware/software on internal systems and from external vendors.

Coordinating warranty repair work.

Installing Recent versions of MS Office Pro Suite, including experience with Word, Excel, and PowerPoint.

Encryption software, including Bit Locker, and File Vault.

Various browser types, including Internet Explorer, Firefox, Safari, and Chrome.

Mail clients and calendars, including Outlook, Thunderbird, Gmail and Mac Mail.

Adobe Suite, including Adobe Acrobat Pro, Photoshop, Illustrator.

FTP or SFTP clients such as FileZilla, Tight VNC and Putty.

Anti-Virus/malware software such as ESET, Spyware Doctor and Malwarebytes.

Video call applications such as Skype and FaceTime.

Databases, including recent versions of File Maker Pro and MS Access.

Web applications such as SharePoint and Google Docs.

Experience with Linux environments

Participate in on call rotation.

01/2017 – 06/2017 NWN Corporation - Waltham, MA

Service Desk Engineer

Maintain and support systems, workstations, mobile devices, tablets, printers, scanners, IP phones and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.

Troubleshooting laptops and desktops for hardware issues

Closed 95% of trouble tickets on the first call without escalation.

Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.

Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and Performance-tuning of crucial infrastructure to ensure seamless business operations.

Installed Windows XP/Vista/7 and Server 2008 R2.

6/2016 - 12/2016 National Institute of Information Technology - Warri, Warri, Nigeria

Network Administrator

Assisted in creating upgrade protocols for all users and network hardware. Assisted in developing several support policies.

Responsible for tracking all support tickets and making sure each issue was resolved. Assisted in planning several large system software and hardware upgrades.

Worked closely with each department manager to make system upgrades smoother.

Install and support LANs, WANs, network segments, Internet, and intranet systems.

Install and maintain network hardware and software.

Analyze and isolate issues.

Monitor networks to ensure security and availability to specific users.

Evaluate and modify system's performance.

Identify user needs.

Determine network and system requirements.

Maintain integrity of the network, server deployment, and security.

Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations.

Design and deploy networks.

Perform network address assignment.

Assign routing protocols and routing table configuration.

Assign configuration of authentication and authorization of directory services.

Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.

Maintain network servers such as file servers, VPN gateways, and intrusion detection systems.

Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.

4/2014 - 6/2016 PTT JAPAN, Petaling Jaya, Malaysia

IT Help Desk Support

Provided Macintosh OS, Windows OS, and Microsoft Office suite Help Desk support via telephone communications for over 50 end-users with an average of ~10 calls daily.

Worked with Active Directory team to build user network profiles, reset passwords, and unlock accounts.

Provided hardware support via installation and repair guidance to end users.

Resolve computer software and hardware issues (fix misconfigurations, update antivirus, definitions, replace defective components, reimage hard disk drives, and maintain network, security policy compliance).

Manage Active Directory accounts, permissions and privileges in Windows Server 2003.

Assist company staff to resolve Windows 7 and Office 2010 problems, as well as network.

Connectivity and printer connectivity problems.

Create, modify and delete Microsoft Exchange Server mailboxes and accounts.

1/2014 - 6/2016 Sanctuary Praise International, Selangor, Malaysia

System Administrator

Ensured efficient asset management practices and maintained all computers within the building.

Assisted in creating troubleshooting logs for operating system and application software users.

Provided technical assistance during the operation of audio-video equipment.

Antivirus and Firewall installations

Resolve computer software and hardware issues (fix misconfigurations, update antivirus definitions, replace defective components, reimage hard disk drives, and maintain network security policy compliance).

Manage Active Directory accounts, permissions, and privileges in Windows Server 2003.

Assist company staff in resolving Windows 7 and Office 2010 problems, as well as network connectivity and printer connectivity problems.

Create, modify, and delete Microsoft Exchange Server mailboxes and accounts.

PC and Network troubleshooting in a network environment

Managing the Cisco 2611 router and Cisco 2950 switches

Installation and troubleshooting of Windows NT/2000, Windows 98/95 and Windows 7

Software installation and printer installation in client places

Installation of PC’s with structured cabling using, Ethernet cards and Hubs

1/2014 - 12/2015 Self-Employed, Petaling Jaya, Malaysia

Freelance Web Designer

Engaged primarily with small business owners to provide outcome-based design services that enhance the end-user experience and the company's portfolio.

3/2007 - 3/2008 Ascom Computer Training Institute, Warri, Nigeria

Training Coordinator

Coordinated classes for computer trainees

Substituted for manager and managed the Institute for six consecutive months Promoted computer proficiency in the community and was able to welcome at least ten new students to the Institute

1/2003 - 12/2005 Data Impact Resources, Warri, Nigeria

Tutor

Helped students understand the basic concepts of Computer Appreciation Helped coordinate the final exams for the 2004 Outgoing Students

Encouraged and assisted students with the knowledge and usage of computers.

Troubleshooting computers for Hardware issues

Education

2024 Walden University, MN

Doctor in Information Technology

2018 Walden University, MN

Master’s in information technology

2015 Lincoln University College, Selangor, Malaysia

Bachelor of Science Computer Science

2010 University of Benin, Benin City, Nigeria

Associate Degree Information and Communications Technology

Community Involvement

Environmental Volunteer for City of Effurun (Warri, Nigeria)

Helped in public works, cleaning up the streets of my community every first Saturday each month.

Created the Brown Bag Lunch program collecting donations to obtain bags of food for unfortunate individuals.

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