IT professional with over 20 years of experience in various areas such as Help Desk, Information Security, Project Management and System Administration. Have been a consultant and Subject Matter Expert for McAfee product integrations resulting in substantial cost savings for some of the largest corporations in the country.
Qualifications
McAfee Endpoint Security productsHelp Desk support
McAfee ePolicy Orchestrator (EPO)Customer support
Trend Micro OfficeScanNetwork Security
Information SecurityWindows System Administration
IT Service Management software (ITSM) -Active Directory
HEAT, Service Now, BMC RemedyTroubleshooting
System IntegrationTechnical Writing
Microsoft Visio, Excel and WordProject Management
EncryptionPayment Card Industry (PCI) compliance
Incident response/resolution
McAfee Endpoint Security productsHelp Desk support
McAfee ePolicy Orchestrator (EPO)Customer support
Trend Micro OfficeScanNetwork Security
Information SecurityWindows System Administration
IT Service Management software (ITSM) -Active Directory
HEAT, Service Now, BMC RemedyTroubleshooting
System IntegrationTechnical Writing
Microsoft Visio, Excel and WordProject Management
EncryptionPayment Card Industry (PCI) compliance
Incident response/resolution
Technical Skills
Accomplishments
Work Experience
System Solutions Analyst Contractor, 05/2014 - 12/2014 Jacobs Engineering Group Inc. – Dallas, TX,
As part of McAfee Endpoint Protection Migration project team, contributed to the successful completion of the project Used technical writing skills to create and update company knowledge base resulting in quicker ticket resolutions for IT support personnel Provided accurate and timely incident resolution that met or exceeded customer's Service Level Agreement Product support for numerous endpoint security applications Trained and answered customer inquires pertaining to endpoint protection applications Using teamwork, successfully integrated McAfee products into the client's enterprise infrastructure resulting in decreased man hours to support and in turn provided a significant cost savings to customer Used BMC Remedy for Service Management.
Managed Trend Micro OfficeScan and McAfee VirusScan infrastructures for over 60K endpoints.
Responsible for Credant Mobile Guardian Shield administration and encryption related tasks including installation, troubleshooting and recovery of encrypted data.
Timely response and resolution of customer incidents Successfully managed and coordinated several IT projects simutaneously Provided metrics to senior management Used ServiceNow for service management Ensured Payment Card Industry (PCI) compliance in conjunction with other team members.
McAfee SME Consultant, 11/2012 - 05/2013 Wipro Technologies – City, STATE,
Managed McAfee ePO infrastructure for over 50K nodes.
Performed day to day administration tasks, upgrades and troubleshooting related to ePO and VirusScan Enterprise.
Responded to real-time malware incidents in a timely manner and ensured an accurate resolution to all incidents Provided subject matter expertise to customer's IT staff Used technical writing skills to create and edit customer's knowledge base and the creation of technical documentation.
Data Security Analyst, 01/1997 - 02/2012 Compuware Corporation – City, STATE,
Responded to malware incidents quickly and ensured a successful resolution Managed encryption software administration and support utilizing Sophos SafeGuard management center.
Oversaw the creation, training, and updating of all documentation for software installation and global launch to 400+ employees.
Performed Windows system administration duties including user account creation, access granting, data shares, and Active Directory administration.
Streamlined support operations by establishing database of key errors and solutions- reduced time for resolution, improved internal customer service, and maximized support resources Used HEAT for service management.
Education and Training
Bachelor of Arts: East Asian Studies, Expected in - Oakland University - Rochester, MI GPA: East Asian Studies
Additional Information
Awards
Air Force Good Conduct Medal
Air Force Commendation Medal with First Oak Leaf Cluster
Skills
Active Directory, encryption, client, customer service, Customer support, database, documentation, edit, senior management, Guardian, IT support, McAfee, McAfee VirusScan, VirusScan, access, Excel, Microsoft Visio, Windows, Migration, Enterprise, PCI, personnel, real-time, Service
Level Agreement, software installation, Sophos, System Administration, teamwork, technical writing, technical documentation, Trend, troubleshooting, upgrades
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