Daniel McKenzie

Supported Cybersecurity and Infrastructure Security Agency (CISA) Operations Center through shift work.

Executed processes for ingesting, triaging, assigning, monitoring, and resolving cyber incidents impacting Critical Infrastructure.

• Monitored communications to assign Tier 2 support for cyber incident data efficiently.
• Coordinated with CISA staff and stakeholders to ensure effective management of incident lifecycles.
• Drafted organizational documents including Standard Operating Procedures and Work Instructions.
• Identified opportunities to enhance efficiency in processing cyber incident reports and workflows.
• Analyzed trends in cyber, physical, and communications incidents for comprehensive reporting.
• Collaborated with cross-functional teams to optimize communication processes and improve service delivery.

• Supported a government customer with capturing requirements, translating them into strategic objectives, and shepherding them through service delivery
• Participate within a team of Systems Engineers and Technical Advisors (SETAs), and oversee the activities of a dedicated desktop service provider
• I developed a dashboard system to effectively manage high-priority tickets.
• Provided briefings and reports, including assessments, presenting analysis, results, conclusions, and recommendations.
• Worked with cross-functional teams to achieve goals.
• Maintained updated knowledge through continuing education and advanced training.
• Updated and maintained databases with current information.
• Recognized by management for providing exceptional customer service.

• Monitors and manages system resources, including CPU usage, disk usage, and response times to maintain operating efficiency
• Performs systems security administration functions, including creating user profiles and accounts
• Executed tasks such as configuring administrator accounts, updating system documentation, optimizing system performance, installing system-wide software, and managing mass storage allocation.
• Interacts with users and evaluates vendor products
• Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery
• Provide insight and advice regarding data, products, and services within the Future Experience Office
• Serve as a liaison between customers and data providers to leverage knowledge to anticipate customer requirements and recommendations of GEOINT information
• Support the Agency's overall mission including expediting crisis work and ad hoc tasking on various scheduled arrangements to support TF
• Assist in formulating strategic initiatives related to Client's Office
• Provide assessments to identify effective initiatives and their processes
• Provide customer service expertise and advice to ensure The Client's three-tiered model is supportive of the full spectrum of GEOINT users
• Establish an agile analytics process that provides better insight into ongoing analytic/data visualization activities
• Provide an inventory of implemented and in-development dashboards
• Maintain current dashboard backlog for implementation
• Incorporate feedback and coordination with TF partners to develop the next iteration of visualization dashboards
• Identify the data visualization requirements of the dashboard to identify key The Client's products and services used to support potential high priority operational activities.
• Automated routine tasks using PowerShell scripting language where applicable.

• Working on Windows Azure to help troubleshoot system issues using diagnostic tools like netmon, windbg, and custom application tools
• Review system logs to identify and mitigate system issues
• Leverage knowledge base to help troubleshoot, identify and resolve system issues
• Update knowledge base troubleshooting guides and lessons learned, as required
• Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases
• Document system issues resulting in system outages and coordinate change through change management processes
• Support collaboration across operations, development teams and external partners
• Support 'tiger team' calls to streamline knowledge sharing and timely resolution of system issues
• Monitor solution performance according to client specification and SLAs, escalate as needed.
• Leveraged Azure KeyVault to securely store and manage user passwords, ensuring robust access control and encryption standards were maintained
• Utilized PowerShell scripts to automate routine administrative tasks such as user account management, system monitoring, and data backup processes, enhancing efficiency and reducing manual workload.
• Provided guidance on how to optimize resources used by customers in their cloud deployments.
• Implemented best practices for security and reliability of cloud environments.

• Installs and uninstalls computer hardware components to include internal and peripheral devices, memory chips, video cards, hard drives, printers, network interface cards, media converters and other peripheral devices
• Maintains and troubleshoots customer Windows servers, workstations, both on-site and remotely
• Performs Windows system administrative support to include adding and removing user accounts
• Performs system backups and restores
• Performs software installs and system monitoring
• Assists users with issues and questions on a daily basis
• Used Active Directory to keep track of when users are added or removed from security and distribution groups to ensure that users have the bare minimum privileges and oversee all changes to Group Policy settings including modifications to domain-level policies such as account lockout and password policy, along with the policy's old and new values
• Used Veeam to recover lost data for customers
• Used Vmare to virtualize network components, enabling them to develop, deploy and configure virtual networks and switches through software.

• Served as a direct point of contact for the, of Defense, Deputy Secretary and their staff
• Performed communication installations at the homes of each party mentioned above
• Performed communication installations on the Secretary of Defense airplane
• Performed server troubleshooting and fixed issues
• Developed training guides, frequently asked questions (FAQs) and other materials used to assist users
• Performed server builds and installations
• Assisted users with issues, questions via phone, email, deskside and remote desktop
• Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

• Served as the first point of contact for troubleshooting and resolving issues in UFMS (Unified Financial Management System) and AMS (Asset Management System)
• Managed open trouble tickets in HP Service Manager and escalated tickets as appropriate from incident until resolution
• Reviewed and completed required information for resolution, systematic procedure to search for and document solutions, testing and approval of patches
• Ensured appropriate support procedures were followed.

• Help Desk Analyst at Financial Crimes Enforcement Network (U.S Department of Treasury)
• Served as a point of contact for troubleshooting the Oracle based Financial Crimes Enforcement Network (FIN CEN) Portal
• Acted as the first point of contact with customers to respond to telephone, voicemail and e-mail requests
• Provided support to various different state and federal government agencies.