IT Support Technician | InfoSec Analyst Technically sophisticated in applying customer-centric approach to improve technical support operations within dynamic, fast-paced environments. Strong leadership abilities with success developing teams of technicians to respond to and resolve all the requirements of corporate users and C-level executives. Demonstrates solid awareness of business solutions, maintaining keen focus in area of collaboration, documentation management, and CRM to accelerate expansion and support company growth. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of SOPs. Motivated to learn, grow and excel in the IT industry.
Skills
Team Leadership and Training
Active Directory/Identity and Access Management (IAM)
Client Support / Escalations
User Training and Support
Communication (Written / Oral)
Service Now (Ticketing System)
Customer Service Management
Technical Documentation / Reporting
Process Improvement Initiatives
Software and Hardware Troubleshooting, Desktop Support, Help Desk, SCCM, Active Directory, MS Office Suite,
Account management, Organizational
Active Directory, Policies
Streamline, Printer
AD, Process Improvement
Client Support, Reporting
Database, Sales
Delivery, SLA
Desktops, SOP
Documentation, Specification
Hardware Troubleshooting, Strategic
Help Desk, Desktop Support
HR, User Training
Information systems, Technical Documentation
Laptops, Workflow
Leadership
Market research
Marketing
Mentor
Access
MS Office Suite
Designing security controls
Symantec Endpoint Protection
Deductive reasoning skills
Work History
10/2019 to 07/2020
Data Security AnalystAlly – Houston, TX,
Generate new accounts and provisioned user terminations.
Monitor Splunk database reports.
Perform ongoing security events monitoring and remediation.
Responsible for IT security documentation.
Take personal ownership of issues, ensure a high degree of accuracy with all communication/deliverables, complete tasks according to committed timelines and communicate with customers in a consistent manner.
Actively monitor assigned tickets, document activities thoroughly, and resolve issues within the established SLA in a consistent manner.
Lead and mentor others and help develop skills for other team members.
Monitor use of data files and regulated access to protect secure information.
RSA for Identity Governance and Lifecycle (IGLC).
Hitachi ID for Privileged account management (PAM).
Performed risk analyses to identify appropriate security countermeasures.
Engineered, maintained and repaired security systems and programmable logic controls.
03/2019 to 05/2019
IAM Administrator / IT InfrastructureChewy, Inc – City, STATE,
Partner with organization to ascertain pain points and gain in-depth understanding of departmental strategy to create streamlined system solutions that align technical needs with corporate objectives.
Investigate information systems and lead design, specification, and selection of information system solutions, considering functionality, data, security, integration, infrastructure, and performance.
Leverage technical sophistication and industry expertise to enhance existing procedures.
Engage with systems group to handle escalations in timely fashion while working within parameters of policies and procedures; additionally, adhere to SOP and SOX requirements.
Interface with users to grant access to security groups in AD utilizing role-based access controls; generate new accounts and handle user terminations.
Quickly mastered internal processes, contributing to development of continuous improvements.
Optimized system security and performance with proactive changes such as Splunk and audit findings.
09/2017 to 02/2019
Realtor / Sales AssociateAgent – City, STATE,
Developed and executed strategies focusing on service excellence to build customer loyalty and generate new revenue streams.
Evaluated market research and adjusted strategies to meet changing market and competitive conditions.
Designed strategic branding, sales, and marketing campaigns to engage potential buyers and promote available properties.
Established solid industry relationships with other real estate professionals, builders, appraisers, and loan officers to drive the efficiency of buying process.
Cultivated strong partnerships with property owners and potential buyers, and built innovative branding, sales, and marketing campaigns to promote available properties.
Developed and maintained list of available properties suited to different needs and budgets for both commercial and industrial use.
01/2001 to 06/2017
Desktop Support Lead ManagerAutoNation – City, STATE,
Served as integral member of support team to manage workflow and handle ticket and service requests in timely fashion.
Worked diligently to provide desktop support to more than 350 users in corporate environment, in addition to handling executive-level support inquiries.
Provided effective diagnostic evaluation of end-user needs and identified, researched, documented, escalated, and resolved technical problems.
Delivered next level leaders into open positions, training and mentoring teams to drive department results; provided constructive feedback, fostering an environment of continuous improvements.
Partnered with IT leadership teams to ensure organizational employees were provided optimal support on desktops / workstations, laptops, and handheld communication devices.
Oversaw team performance, ensuring delivery of highest quality of service, in addition to facilitating team training and assisting HR department to streamline onboarding process.
Slashed printer expenses by 30% through reduction in repair costs and introduced improvements to procurement process.
Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
Education
Expected in 05/1982
Associate of Arts: General Studies Miami Dade College - Miami, FL GPA:
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