Je'son Finney
SOC Analyst
Hot Springs,AR
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Dynamic Help Desk Analyst with over 5 years of extensive experience delivering top-tier technical support via phone, email, and chat to diverse customer base. Proficient in adeptly gathering information from customers and conducting in-depth research to effectively resolve intricate technical challenges. Known for meticulous attention to detail in support ticket tracking, ensuring comprehensive documentation of issues and resolution efforts.
Additionally, seasoned IT professional boasting 2+ years of hands-on experience in developing and implementing robust security solutions within fast-paced environments. Demonstrated expertise in log analytics and vulnerability management, coupled with a proven track record of providing exceptional support in risk management endeavors.
SOC Analyst Report Showcase: Unveiling My Expertise
Explore the depths of my experience through these meticulously crafted reports, each illuminating a project I've spearheaded in the realm of Security Operations Center (SOC) analysis.
Note: The provided link leads to a folder containing real IOC (Indicators of Compromise) data. Additionally, the report referenced herein has been redacted to exclude classified information for confidentiality and security purposes.
https://drive.google.com/drive/folders/1TQ84hRdf7SvwMwLtd76jVvdEcOTBCL15?usp=drive_link
Skills
- Incident Management
- Vulnerability Mitigation
- Log Monitoring
- Mobile Device Repair
- Desktop Support
- Remote Assistance
- Azure Administration
- Collaborative Problem-Solving
- Vulnerability Assessment
- Customer-Centric Support
- Documentation Excellence
- User Training
- Technical Translation
- Tool Proficiency
- Governance Alignment
- Problem-Solving Communication
- Detail-Oriented Troubleshooting
- Customer Satisfaction
- Peer Mentoring
- Self-Management
- Ethical Professionalism
- Clear Communication
- Empathetic Listening
- User-Friendly Explanations
- Patience in Teaching
- Adaptability in Explanation
- Tailoring Technical Jargon
- Simplifying Complex Concepts
- Effective Presentation Skills
- Conflict Resolution
Overview
5
5
years of professional experience
Work History
Help Desk Analyst / SOC Analyst
Super-Sod
2022.05 - Current
- Proficiently managed daily operations encompassing vendor communication via email, meticulous oversight of security and help desk tickets, swift resolution of Common Vulnerabilities and Exposures (CVEs), and vigilant monitoring of sign-in logs to preemptively identify and mitigate potential risks, such as hazardous sign-ins and user activities.
- Demonstrated adeptness through 2+ years of remote PC work, showcasing prowess in remote issue diagnosis and resolution, alongside meticulous documentation in security logs to ensure comprehensive tracking and analysis.
- Distinguished for expertise in crafting and enforcing robust security protocols, adeptly navigating basic to advanced troubleshooting scenarios, spearheading security training initiatives, and furnishing strategic security counsel to C-level leadership, thereby fortifying organizational defenses and fostering culture of security awareness.
- Proven track record of remaining composed and effective in high-pressure environments, ensuring operational continuity and swift resolution of emergent challenges.
- Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Investigated and resolved incidents of unauthorized access to sensitive information.
- Analyzed network traffic and system logs to detect malicious activities.
- Performed risk analyses to identify appropriate security countermeasures.
- Maintained accurate documentation of all SOC activities, facilitating knowledge sharing across the organization.
Geek Squad (Consultation Agent / Repair Agent)
BestBuy
2017.08 - 2022.05
- Delivered comprehensive customer support services as a Geek Squad Agent, providing expert troubleshooting, technical assistance, system usage guidance, password resets, and installation support to address diverse customer needs effectively.
Served as the initial point of contact for all customer inquiries, meticulously documenting each interaction within the Nova ticket tracking system to ensure prompt and accurate resolution of issues.
Educated and trained customers on various applications and technologies while adeptly resolving incoming help calls and in-person assistance requests, thereby enhancing user proficiency and satisfaction.
Demonstrated technical prowess by proficiently repairing and replacing internal and external components of computers and mobile devices, utilizing Geek Squad proprietary software for tasks such as password retrieval, virus removal, operating system reinstallation, and comprehensive system diagnostics.
Actively engaged in sales activities, promoting and facilitating the redemption of protection plans for client devices to safeguard customer investments and foster lasting client relationships.
Maintained optimal functionality of computers and technical equipment within the 'Precinct' repair lab, ensuring operational efficiency and timely service delivery in alignment with Geek Squad standards.
Consistently exceeded customer satisfaction benchmarks, setting a precedent for service excellence and reinforcing positive brand perception as a Geek Squad Agent.
Education
High School Diploma -
Hot Springs World Class High School
Hot Springs, AR05.2017
Tools Used
- Crowdstrike
- VeloCloud
- Ubiquiti
- Zscaler
- Knowbe4
- Azure cloud / microsoft 365 admin
- Azure Entra ID, endpoint, ect.
- Atera
- Calltower
- FreshServices
- Slack
- MS Teams
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Help Desk Analyst / SOC Analyst
Super-Sod
2022.05 - Current
Geek Squad (Consultation Agent / Repair Agent)
BestBuy
2017.08 - 2022.05
High School Diploma -
Hot Springs World Class High School
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