IT Support Specialist with Escalation Expertise

SOLOMON JANJEY GONGAR

240-***-****

CYBERSECURITY TECHNICIAN

WORK EXPERIENCE

MedStar Georgetown University Hospital

Telehealth Technology Coordinator

Dataloss Prevention (DLP)

Splunk

Zendesk Ticketing system

Data Entry

Incidents

Request

Utilizing Office 365(Teams, Word, Excel, Outlook, and PowerPoint)

Working with the satellite team remotely and connecting them with the Virtual Nurses/ Health Care Providers with the patients

Registering tablets and virtual devices for patents and nurses

Troubleshooting PCs, and Tablets in the different nursing units

Monitored and analyzed security events using SIEM tools (e.g., Splunk, Sentinel) to detect, investigate, and respond to threats in real time

Conducted incident response activities, including triage, containment, eradication, and post-incident reporting

Performed vulnerability assessments and coordinated remediation efforts, reducing organizational risk exposure

Developed and maintained security playbooks, improving response time and consistency across incidents

Analyzed network traffic, endpoint activity, and logs to identify anomalies and indicators of compromise (IOCs)

Collaborated with cross-functional teams to implement security controls and ensure compliance with industry standards (NIST, ISO 27001)

Automated routine security tasks using scripting (Python/PowerShell), increasing operational efficiency

Supported threat intelligence efforts by researching emerging threats and integrating findings into detection strategies

Conducted security awareness initiatives to strengthen organizational security posture

Maintained detailed documentation of incidents, processes, and system configurations for audit and knowledge sharing

Carahsoft

Tier 2 IT Technician

Tier 1 IT support answering calls while being fully remote

Tier 2 support, remote, complex error resolutions, Intermediate server/permission troubleshooting.

-Managing user permissions in Active Directory

-Fixing Group Policy conflicts

-Restoring corrupted user profiles

-Troubleshooting failed Windows updates on servers

- Supporting virtual machines in VMware or Hyper-V environments

Provided first-level support for our customer users, resolving hardware, software, and networking issues via phone, email, and Wolken.

Experienced working in a remote environment (4years) and maintaining SLA requirements.

Diagnoses and troubleshoots a variety of IT problems.

Managed cases in our Wolken Ticketing System. Similar to ServiceNow

Demonstrated demos on software/ technologies that could help different organizations operate more efficiently.

Maintained and updated IT inventory, ensuring accurate tracking of assets and licensing.

Collaborated with team members to enhance service delivery and implement IT best practices.

Conducted user training sessions to improve system utilization and reduce support requests.

Delivered technical support for a range of software applications and operating systems, including Windows and macOS environments.

Assisted in the deployment and configuration of new hardware, including desktops, laptops, and peripherals.

Documented and maintained troubleshot procedures and FAQs to streamline support processes.

Albert Cook Library

SCS Service Desk Technician

Facilitated, Supported Guided

Managed Directed Orchestrated Led Incidents on ServiceNow

Executed Implemented delivered

Service Request (Request/RITM)

Investigate Problems

Change Requests

Answering phone calls and helping students that came to our location.

Utilized Office 365

Troubleshoot software issues related to their devices or software questions.

Record my actions on SolarWinds

ServiceNow tickets were filtered through out team queue on a daily basis

Fix kiosk printers that would go down and get them to start running again.

Helped answer live chats regarding technical troubleshooting issues from Towson University students or Staff.

EDUCATION

Towson University August 2016- May 2020

Bachelor of Science in Information Technology

PROJECTS

Cybersecurity Homelab - Deploying Wazuh SIEM & XDR on Proxmox

Setting Up Custom Ticketing System

Virtualized Windows Environment

Network Simulation with Packet Tracer

Email Threat Detection & Analysis

Active Directory Deployment & Configuration

Vulnerability Scanning & Assessment

CERTIFICATIONS

CompTIA Network+

CompTIA Security+

Symantec Data Loss Prevention

Symantec Endpoint Protection (SEP)

Broadcom SESC Certification

Ghost Solution Suite (Software that many Universities and big corporations use to mass Image and manage a multitude of agents/PCs)

SKILLS

SIEM tools (Splunk, Microsoft Sentinel, QRadar)

Threat detection & incident response (IR lifecycle)

Log analysis (Windows, Linux, network logs)

Network security (TCP/IP, DNS, firewalls, VPNs)

Endpoint security & EDR tools

Vulnerability management (Nessus, Qualys)

Threat intelligence & IOC analysis

Security monitoring & alert triage

Malware analysis (basic to intermediate)

Identity & access management (IAM)

Customer Service: Strong interpersonal and communication skills

Office 365(Teams, Word, Excel, Outlook, and PowerPoint)

Data Analyst

Cloud Computing

Windows OS applications and MS Office applications

Operating Systems: Windows

ServiceNow

Zendesk

SolarWind

Broadcom Symantec Software

SQL Database

Data loss Prevention

Technology Consulting

Active Directory

Remote Desktop Tools

Hardware: Desktops, Laptops, Printers, Networking Equipment

Network troubleshooting

WEBSITE

https://github.com/SolomonGongar

REFRENCE

Alexander Haro: *******@*.**********.***

Seon Robinson: 202-***-**** ****.********@**********.***

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