Daniel McKenzie

Executed processes for ingesting, triaging, assigning, monitoring, and resolving cyber incidents, ensuring swift response to threats affecting critical infrastructure.

Communicated with CISA staff and stakeholders to manage incident lifecycles effectively.

• Monitored communications to efficiently assign tier 2 support for cyber incident data.
• Identified opportunities to enhance efficiency in processing cyber incident reports and workflows.
• Analyzed trends in cyber-physical and communications incidents, providing insights for detailed reporting and informed decision-making.
• Drafted standard operating procedures and work instructions for organizational documentation.
• Trained new agents on company protocols to boost team performance and knowledge sharing.
• Supported operations center for Cybersecurity and Infrastructure Security Agency through shift work.

• Captured requirements for government customer and translated them into actionable strategic objectives.
• Led troubleshooting efforts for complex systems to ensure optimal performance.
• Conducted risk assessments to identify vulnerabilities in system designs.
• Oversaw dedicated desktop service provider activities as part of a team of systems engineers and technical advisors.
• Developed dashboard system to manage high-priority tickets effectively.
• Delivered briefings and reports with assessments and analysis results, leading to informed conclusions and actionable recommendations.
• Maintained updated knowledge through continuing education and advanced training initiatives.
• Recognized by management for delivering exceptional customer service.

• Monitored and managed system resources, including CPU usage, disk usage, and response times to maintain operating efficiency.
• Executed systems security administration functions, creating user profiles and accounts to ensure secure access.
• Configured administrator accounts, updated system documentation, optimized performance, and installed system-wide software.
• Coordinated installation and backup recovery processes to ensure data integrity across systems.
• Automated routine tasks using PowerShell scripting to increase operational efficiency.
• Evaluated vendor products and provided recommendations for hardware and software purchases.
• Liaised with customers and data providers to clarify requirements for geospatial intelligence (GEOINT) information.
• Established an agile analytics process to improve insights into analytic and data visualization activities.

• Leveraged Windows Azure for troubleshooting system issues using diagnostic tools and custom applications.
• Reviewed system logs to identify and resolve operational issues, enhancing system reliability.
• Utilized PowerShell scripts to automate administrative tasks, improving efficiency and reducing manual workload.
• Documented incident resolutions and proposed improvements to engineering, supporting future system enhancements.
• Coordinated change management processes for system outages, ensuring accurate documentation and compliance.
• Supported cross-functional collaboration between operations, development teams, and external partners.
• Facilitated 'tiger team' calls to enhance knowledge sharing and expedite issue resolution.
• Updated knowledge base with troubleshooting guides and lessons learned.

• Maintained and troubleshot Windows servers and workstations on-site and remotely, supporting operational stability and performance.
• Performed Windows system administration, managing user accounts and security groups.
• Executed system backups and restorations, safeguarding data integrity and ensuring availability for recovery.
• Utilized Active Directory for tracking user access changes and managing group policy settings.
• Employed Veeam for data recovery solutions and VMware for network virtualization.
• Conducted software installations and monitored system performance regularly.
• Resolved technical issues and inquiries for users daily, enhancing user satisfaction and system usability.
• Installed and uninstalled computer hardware components, including internal and peripheral devices.

• Performed server troubleshooting, resolving multiple technical issues.
• Completed server builds and installations to enhance system functionality.
• Developed training guides and support materials to enhance user assistance and improve troubleshooting efficiency.
• Assisted users with inquiries via phone, email, deskside, and remote desktop support.
• Provided expert guidance on computer hardware and software usage, facilitating smooth installation and operation for users.
• Executed communication installations for residences of key stakeholders, ensuring reliable connectivity.
• Conducted installations on Secretary of Defense's airplane.
• Acted as the primary contact for the Deputy Secretary of Defense and staff.

• Served as primary contact for troubleshooting and resolving issues in UFMS and AMS, ensuring timely support and resolution for users
• Coordinated management of open trouble tickets in HP Service Manager, escalating incidents appropriately to ensure swift resolution
• Reviewed and documented solutions through systematic procedures, conducted testing and facilitated approval of patches for effective issue resolution
• Executed established support procedures to ensure efficient issue resolution.

• Delivered technical support to various state and federal government agencies, facilitating efficient operations.
• Served as primary contact for troubleshooting Oracle-based Financial Crimes Enforcement Network portal, ensuring timely resolution of issues.
• Addressed customer inquiries via telephone, voicemail, and email, enhancing customer satisfaction.