Abner Argueta-Reyes

Additional responsibilities include:

• Responsible for training team members, setting strategies, and evaluating team progress
• Ticketing System admin, responsible for opening and closing service requests; managing classification of requests; assigning and tracking requests, and completion of requests
• Serve as first point of contact for all escalated tickets/requests and tier III Helpdesk support
• Perform weekly patches for VMware servers.
• Developed and implemented security policies, standards, and procedures to ensure information systems security.
• Maintained up-to-date knowledge of security trends, threats, and vulnerabilities.
• Monitored network traffic for suspicious activity using intrusion detection systems and firewalls.

• Monitor security alerts and critical logs received through various methods and sources to identify possible internal or external threats
• Oversaw patch management to ensure all network devices are patched
• Responsible for reviewing weekly Tenable Nessus scan report and perform remediation when necessary
• Supported with audits related to antivirus, patch management
• Assist with daily help desk responsibilities, serving as tier II Helpdesk support
• Led different projects including implementation of Mimecast, Microsoft intune MDM, different security softwares, and OS imagining process
• Conduct monthly phishing campaigns
• Performed IT training and orientation.

• Responsible for assisting in the support of multiple applications, implementing packaged applications, and working directly with users to troubleshoot and support incidents regarding custom applications and system issues
• Follow-up with users as needed on requests and problem tickets
• Led different projects and implementation of new technology to organization's network
• Assist in the creation, maintenance, and deletion of user Active Directory accounts for network and third party application accounts.

• Maintained optimal financial controls by securing funds and making accurate transactions
• Verified amounts and integrity of every check or funds
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

• Asked probing questions to determine service needs and accurately input information into electronic systems
• Evaluate customer account information to assess issues and determine potential solutions
• Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.