CSAAC, Glenmont, MD

• Met statistical metrics regarding ticket and contact quality, first call resolution, attendance, and productivity.
• Investigated reported issues, coordinated with internal teams, and devised strategies for responding to customers.
• Demonstrated technical skills in systems management, security, service management, applications, and networking and solved complex problems according to established procedures and industry best practices.
• Used remote desktop to control and assistance tools expertly to support non-local customers.
• Created scripts to automate repetitive tasks and to enable faster troubleshooting.
• Managed active directory user accounts to restrict access to sensitive information.
• Installed, configured, and set up PCs in stores for optimal operation and reporting.
• Assisted end-users with software and hardware troubleshooting to determine the causes of system malfunction.
• Backed up data each evening, helping alleviate lost information following malware incidents.
• Responded to support tickets within an established timeframe to improve customer service.
• Updated and reconfigured existing and new computers with current software and operating systems.

Amazon Web Service, Herndon, VA

• Provided IT and software trouble-shooting support.
• Evaluated local area network (LAN) and wide area network (WAN - geo deployment) performance data to verify availability (AZ Zones) and speed during EC2 instance deployment.
• Received and prioritized support requests to maximize resource utilization - Customer Obsession and ownership for trouble ticket resolution.
• Observed system functioning and entered commands to test different areas of the cloud operations.
• Consistently responded to customer service emails and live chats within the standard response window.
• Provide support services that focus on security technologies, including Identity Access Management (IAM), Shield, GuardDuty, KMS, Cloud Trail, CloudHSM, Inspector, etc. Work with the network team on a project that involves cloud networking technologies including DNS (Amazon route 53), TCP/IP, SSL, DHCP, and Load Balancing.
• Confidently and intelligently responds to security incidents, and proactively considers how to prevent the same type of incidents from occurring in the future.
• Designs and coordinates cohesive responses to security events that involve multiple teams across the organization.
• Builds security utilities and tools for internal use that enable Security Engineers to operate at high speed and wide scale.
• Communicates effectively using chime calls and slack with team members and customers.
• Adopts the best security practices throughout development, cryptography, network security, security operations, incident response, and security intelligence.