Summary
Work History
Education
Certifications
Tools & Technologies Skills
Skills
Timeline
SeniorSoftwareEngineer
Joseph Maldonado

Joseph Maldonado

Network Operations Center Engineer
Orlando,FL

Summary

TECHNICAL SUPPORT HELPDESK IT ADMINISTRATOR

I bring extensive & diverse experience in efficiently managing & administrating IT solutions, coupled with a proven ability to quickly identify, and resolve client issues. With expertise in providing various technical solutions to complex end-user problems,I am a results-driven IT professional known for delivering exceptional technical support & making informed decisions. For a more comprehensive overview of my experience & qualifications, please refer to my LinkedIn profile above. As I am eager to discuss how my diverse skillset aligns with your needs in a personal interview. Thank you for your time & consideration; I look forward to the opportunity.

Https://www.linkedin.com/in/joseph-m-resumeatoutlook

Work History

Network Operations Center Engineer

Presidio Managed Services MSP
Orlando, Fla
02.2022 - Current
  • Skills: Active Directory
  • Multi protocol Label Switching (MPLS)
  • Network Switches
  • Cisco Routers
  • Wide Area Network (WAN)
  • Domain Name System (DNS)
  • Cisco Networking
  • Enterprise Risk Management
  • Identity and Access Management (IAM)
  • Access Control
  • ServiceNow Administration
  • Change Management
  • IT Infrastructure Management
  • Active Directory
  • Cybersecurity
  • Aruba Wireless
  • SD-WAN
  • Juniper Networks Products
  • Cisco Meraki
  • Palo Alto Networks
  • Network Operations Center (NOC)
  • Voice over IP (VoIP)
  • IT Service Management
  • Network Administration
  • Telecommunications
  • Technical Support
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Managed time efficiently in order to complete all tasks within deadlines.

Tier 1 NOC Analyst

Presidio Managed Services MSP
Orlando, Fla
Feb.2022 - Current
  • Serve as the primary point of contact for network engineer & GRC handoffs for daily incidents in a 24x7x365 global network operations center, and data center OTM environment
  • Serve as a Managed Services Operations Technician, I ensure proactive monitoring of all 1st level SLA & SOP.
  • I am responsible for the monitoring & management of various global clients' networking, data center, security & voice technologies collaboration platforms
  • Monitored & maintained network infrastructure for a Tier 1 Network Operations Center, ensuring uninterrupted service for clients & promptly resolving any network issues
  • Collaborated with other teams to troubleshoot & resolve complex network problems, improving network performance & reducing downtime by 20%
  • Conducted regular network audits, identifying vulnerabilities & implementing security measures to safeguard against cyber threats, resulting in a 30% reduction in security incidents
  • Compiled & analyzed network performance data, generating detailed reports for management, enabling informed decision-making & improving overall network efficiency by 15%
  • This includes but is not limited to Cisco, VMware, VPNs, Palo Alto, Juniper SRX, CyberArk, Cisco Meraki, Aruba, Logic Monitoring, Apache, Zenoss, Secret Server, Kaseya, F5, HP, CUCM, UCS, Cradle point, Net cloud, Microsoft Azure, AWS, Google Cloud, Avaya, SQL, Service Now
  • Take charge of troubleshooting, triage, resolutions, working with SDM & ACCT management of teams responsible for all resolutions of Service Now NOC tickets & other national Network ops data centers SOPs Incidence response / configurations & ITIL / Change Management process & systems integrity management
  • Manage troubleshooting, routing, switching, firewall, data center & and collaboration issues
  • Handle ISP / Telecommunication carrier ITSM tickets & dispatch Field Tech and infrastructure maintenance
  • Worked with Switches, Routers, Access Points and servers, SD Wans & MPLS Configurations
  • Provide remote hardware/software support, documentation, and router Configuration hosts
  • Monitored and managed network infrastructure for a Tier 1 Network Operations Center, ensuring uninterrupted service for clients and promptly resolving any network issues
  • Collaborated with other teams to troubleshoot and resolve complex network problems, resulting in an improvement in network performance and reduced downtime by 20%
  • Conducted regular network audits, identifying vulnerabilities, and implementing security measures to safeguard against cyber threats.
  • Reduced network downtime by proactively monitoring and troubleshooting system issues.
  • Enhanced overall network performance with regular maintenance and updates.
  • Improved incident response times by streamlining the communication process within the team.
  • Collaborated with cross-functional teams to resolve complex network issues, ensuring minimal disruption to endusers.
  • Identified potential security threats through continuous monitoring of network traffic, mitigating risks in a timely manner.
  • Optimized network efficiency by conducting thorough root-cause analysis of recurring problems and implementing effective solutions.
  • Supported seamless business operations with diligent system backups and disaster recovery planning.
  • Provided comprehensive reports on network performance trends, facilitating data-driven decision-making processes for IT management.
  • Participated in on-call rotation schedules, maintaining availability during critical periods or high-impact incidents.
  • Collaborated with vendors to address hardware or software-related issues effectively.
  • Supported infrastructure upgrades by assisting project teams with implementation plans and execution steps.
  • Maintained strong relationships with key stakeholders across departments to foster collaboration on network initiatives.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Diagnosed and executed resolution for network and server issues.
  • Monitored network hardware operations to evaluate proper configuration.
  • Ensured compliance with industry standards, updating policies and procedures as required.
  • Contributed to knowledge base articles aiding colleagues in resolving similar issues more efficiently in the future.
  • Maintained accurate records of all incidents, utilizing ticketing systems for efficient tracking and resolution.
  • Assisted in training new NOC Analysts, sharing expertise on best practices for issue resolution and escalation procedures.
  • Provided faculty and staff with security software and network configuration support.
  • Utilized source code control for tracking configurations and changes.

Identity Access Management Administrator

Orlando Health
Orlando, Fla
Jun.2021 - Feb.2022
  • As the point of contact SME, I assist HR & all internal depts & employees with secure account ID profile access to desktop computers, laptops, mobile devices, printers & All applications & all related technologies
  • These various corporate activities require daily interaction with Identity Access Management solutions & IT Service Management tools to provision, triage, audit & update user access per job title roles & security rights access
  • Set up all ITIL foundation process for new hires, contractors/vendors, transfers, and termination access of all employee security access groups as part of the GRC-SOC analyst ITAM - asset /risk management teams
  • Provision & analyze each UAR (User access request) Change management to ensure appropriate access for the job role requested before granting access, per HR or management SOP Zero-Trust request to ensure IT Security compliance with SLA
  • Provides support for employees & contractor/vendor access provisioning, secure user account & access administration to network / enterprise & application assets
  • Investigate access-related issues & work to resolve them within allotted timeframes
  • Creates & maintains employee accounts per information security policies
  • Maintain Epic Security group permissions, shared directories, M365 & other Cloud enterprise access requirements & various applications
  • Modifies & deletes inactivates user accounts across multiple technology platforms ex
  • Azure / AWS / Exchange Administrator / Active Directory / Cisco / VMware / Citrix & SharePoint, PeopleSoft access, Network folders, & applications & server access, security databases & mobile applications, VPN
  • Works with internal /external auditors to ensure compliance with IT security & privacy regulations
  • Maintains knowledge base resources with several teams across the company on all current InfoSec / Privacy industry trends
  • Per Identity Access Management methodologies & Healthcare ITSM & Enterprise Monitoring Application & infrastructure SIEM support ERM tools
  • Streamlined office operations by implementing efficient administrative systems and procedures.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Enhanced internal communication by creating a centralized information hub accessible to all staff members.
  • Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
  • Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
  • Maintained accurate documentation of company policies and procedures for easy reference by all employees.
  • Implemented data-driven decision-making processes, leading to more informed business choices.
  • Developed comprehensive training programs for new hires, ensuring they were equipped with the necessary skills to succeed in their roles.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
  • Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
  • Maintained personnel records and updated internal databases to support document management.
  • Generated reports to suggest corrective actions and process improvements.
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
  • Networked with industry professionals to exchange best practice knowledge and stay abreast of latest developments.
  • Collected, arranged, and input information into database system.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Maintained database systems to track and analyze operational data.

IT Support Analyst Tier 1 Administrator (Contract)

Walt Disney Studios Corp
Orlando, FL
Jan.2021 - Jun.2021
  • Provided IT support to help manage the global employee tier 1 & 2 day-to-day IT support service desk cue operations in the daily 24x7 / 365 global fluctuating calls & tickets systems, for all global theme parks, resorts, TV & movies production studios & all every other Disney brands & vendors/contractors access portal including external/internal web sites & On-air critical issues
  • By providing complete IT technical support services & assisting global Identity Access Management teams to ensure efficient business processes
  • Maintained the company's external web presence and internal intranet access site
  • I.e., https://MyId.Disney.com/services/ Created and defined AD groups and end-user permissions
  • Conducted onboarding remote access of IT services training for new employees or new Hub procedures for returning rehires or furlough ones or retirees
  • Identity & Access Management
  • Functioned as SME for assigned internal applications management groups introduced & walked global employees through innovative technologies access processes to streamline their supported improved workflows & their approved dept
  • HR SOPs & IT security Change Management & ITIL daily requirements
  • Provided network security remote access & resolved their desktop/laptop / iPad / mobile email/telecom issue to resolve all global employee or corporate affiliated ITAM - asset risk management/vendor/contractor issues
  • Fielded IT support calls from global employees working throughout all Disney brands globally regarding all software issues, imaging via SCCM & other computer hardware, printers, mobile devices, network password resets + employee onboarding & security access to the network & their corporate 365 email Admn.
  • AD management & Wi-Fi / via remote access to the network/database/server or cloud administration tasks support
  • Installed, serviced, and upgraded various hardware & software or address bit locker encryption security access on company computers + printers & VPN / Intranet networks & Wi-Fi ex: Backstage pass VPN / Net Motion employee access portals
  • Delivered global IT support to 250,000 + staff members & vendors, contractors; at theme parks, resorts, at home & in various global offices; tv & movie production studios on 4 continents & multiple time-zones
  • Ensuring all incidents, requests & issues are resolved or triaged & escalated to the correct teams for resolution on time
  • Especially all On-Air critical VIP ones & helped Ensure the quality of systems operations by communicating with all levels of systems users & offering technical assistance & direction as needed
  • To all Disney theme parks, resorts, TV & production Movie studios & brands like Marvel, Pixar, ILM (Star Wars) & all ABC TV network affiliates & streaming services ex: Disney+ / Hulu.
  • Identified trends and patterns in large datasets, leading to actionable insights for business growth.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Spearheaded efforts to migrate existing systems onto cloud-based platforms, resulting in improved accessibility, security, and scalability.
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Queried databases for information needed for report processing.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Conducted system analysis and implementation to maintain and improve computer systems.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Collected, arranged, and input information into database system.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Maintained database systems to track and analyze operational data.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Enhanced internal communication by creating a centralized information hub accessible to all staff members.
  • Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
  • Developed comprehensive training programs for new hires, ensuring they were equipped with the necessary skills to succeed in their roles.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
  • Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
  • Maintained personnel records and updated internal databases to support document management.
  • Collected, validated, and distributed information to employees.
  • Troubleshot employee concerns and recommended corrective actions to resolve issues.
  • Networked with industry professionals to exchange best practice knowledge and stay abreast of latest developments.
  • Devised and implemented processes and procedures to streamline operations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

IT Help Desk Analyst Tier 2 Administrator

SAIC
Orlando, Fla
Jun.2020 - Jan.2021
  • Perform 1st line of IT support for global end users, providing systems/network status & supporting a wide variety of encrypted proprietary software/hardware + off-the-shelf applications
  • Resolves global IT queries fast, efficient & secure manner by SCIF / telephone/email / remote or ticket systems in support of internal/outside vendor hardware/software, network, and sub-systems applications
  • Access & mobile apps & encrypted telecom systems & supplier portals & biometrics
  • Resolve tickets assigned to adv
  • Tier engineers as required
  • Provide end users with a reference # for their incident/request & reset network & application passwords
  • Accurately & thoroughly document all their global Change Management & ITIL daily requirements security requests
  • Work in a fast-paced, high-level IT global team of Federal agencies / US government global environment we support every branch of the US military & various Federal Intel agencies and federal civilian subcontractor’s sponsors/vendor personnel
  • As their 1 level point of contact for new & existing incidents & all InfoSec managed services & ID Zero Trust requests
  • Work in Service Now & Active Directory systems to unlock reset passwords & help troubleshoot network & global end users on various servers & encrypted systems
  • SME administrator support role for end protection of global end users on Microsoft Exchange servers and Office 365 Admn
  • Okta mobile & cloud IDaaS multi-factor authentication MFA / SSO tools & PaaS to deliver infrastructure & middleware components on-premises or in the cloud to enable developers, IT administrators & global end users to build, integrate, migrate, deploy, secure manage mobile apps & web applications
  • Oversee multiple factor authentication for all Military branches and federal Intel agencies + Federal civilian subcontractors access / IOS mobile device support, VPN access / remote connectivity support
  • Some OSIINT / cloud management optimization, database & token Web-based application support & development + Admin
  • ID / Security access management.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Spearheaded efforts to migrate existing systems onto cloud-based platforms, resulting in improved accessibility, security, and scalability.
  • Utilized machine learning algorithms to analyze historical data, leading to more informed strategy development.
  • Leveraged big data technologies to manage large datasets efficiently while maintaining high levels of performance.
  • Developed custom software solutions tailored to specific organizational needs, resulting in significant time and cost savings.
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Queried databases for information needed for report processing.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Conducted system analysis and implementation to maintain and improve computer systems.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Monitored compliance and filing requirements in conjunction with staff and management.
  • Assessed data modeling and statistics to integrate high-level business processes with data rules.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Maintained database systems to track and analyze operational data.
  • Devised and implemented processes and procedures to streamline operations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Implemented data-driven decision-making processes, leading to more informed business choices.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
  • Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
  • Assisted in the development of strategic plans aligned with organizational goals by providing valuable input during planning sessions.
  • Maintained personnel records and updated internal databases to support document management.
  • Collected, arranged, and input information into database system.

Information Systems Field Technician / IT Administrator

Orlando Health
Orlando, Fla
Feb.2019 - May.2020
  • Performed troubleshooting & installing, maintaining, & upgrading repair of all hardware, OS, and all applications SCCM & imaging software as needed
  • Installed & configured All employee end-users profile credentials & their computer desktop & laptop workstations & peripherals
  • Configured workstation networking file shares & all printers plus virtual remote badge access
  • Create & test user account login & application functionality for workstations & software affected by the migration
  • Image & deployed workstations
  • Resolved & helped close daily tech support Helpdesk tickets process relating to user profile network logins & email password domain resets
  • Created & modified end-user active directory accounts, passwords & emails according to approved HR security rights access & disabled accounts requests & people soft HR access Change Management & ITIL daily requirements & security requests
  • Managed Oracle systems & Identity Access Management rights
  • Performed migration of user accounts between Remote tools & Active Directory domains using Microsoft Active Directory Migration Service (ADMS) / SCCM / RDP / PDQ / Belarc / VMware / Citrix / Star / Sunrise / Form-fast / Tele-tracking / papercut / MPF Set up / Imprivata / horizon view / McKesson Surgical manager & EPIC / Splunk / Cherwell tickets M365 etc
  • Also monitored & updated multiple various networks sharing drives
  • As I Migrated end-user data & credential settings from old to new systems profiles for several hospitals in the Orlando area
  • Provide end-user training on new system migration & Active Directory domain transition & VPN remote access for all current & new employees
  • Plus, document SOPs & create scripts to increase productivity timing
  • While maintaining 24x7 availability via remote access or on-call mobile for data center helpdesk after hours for hospital staff & Identity Access Management administrator support
  • Support Network & Governance, Risk & Compliances (GRC) Enterprise tools / Applications licenses for all end users’ access, implementations, enhancements & their risk asset management lifecycle compliance audits.
  • Improved system performance by conducting regular maintenance and troubleshooting of equipment in the field.
  • Enhanced customer satisfaction by providing efficient and timely technical support for various issues.
  • Reduced downtime by swiftly identifying and resolving network problems through comprehensive diagnostics.
  • Collaborated with team members to complete complex installations, ensuring seamless integration with existing infrastructure.
  • Streamlined processes by developing and implementing new procedures for equipment testing and maintenance.
  • Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.
  • Contributed to project success by assisting in the planning and execution of equipment upgrades and expansions.
  • Ensured optimal performance of critical systems through routine inspections, adjustments, and repairs as needed.
  • Safeguarded data integrity by conducting regular backups and adhering to strict security protocols during field operations.
  • Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
  • Continuously expanded skill set by pursuing relevant certifications and staying current on industry trends.
  • Minimized potential hazards through adherence to safety guidelines during all field assignments.
  • Assisted in training new hires on company protocol, increasing overall productivity within the department.
  • Coordinated effectively with other departments to ensure smooth completion of cross-functional projects.
  • Maintained detailed inventory records for parts used during repairs, aiding efficient supply chain management.
  • Performed preventative maintenance tasks on schedule basis which resulted in increased lifespan of equipment.
  • Communicated with supervisor to report progress, discuss issues and seek guidance.
  • Collaborated with other field technicians to resolve complex technical issues.
  • Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
  • Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
  • Identified potential problems and prevented equipment failure through performing regular equipment inspections.
  • Prepared and submitted reports to document work performed and provide progress updates to management.
  • Utilized safety practices with no complaints or accidents.
  • Trained and guided new technicians to equip with skills and knowledge needed to efficiently perform work.
  • Enacted successful repairs by applying technical skills and operations knowledge.
  • Calibrated new and existing equipment for optimal performance.
  • Tested systems, noting issues and completing preventive maintenance.
  • Diagnosed and repaired problems with electrical and mechanical systems.
  • Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
  • Managed maintenance activities, supervised staff and inspected equipment.
  • Researched and implemented new technologies and equipment.
  • Improved overall network efficiency by implementing system upgrades, optimizing server settings, and troubleshooting issues.
  • Enhanced data security through the deployment of firewalls, antivirus software, and intrusion detection systems.
  • Reduced company downtime by proactively managing server backups and disaster recovery planning.
  • Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
  • Achieved faster network connectivity by installing high-performance routers, switches, and access points.
  • Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
  • Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
  • Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
  • Safeguarded sensitive information with robust data encryption techniques and secure password management practices.
  • Developed custom automation scripts for routine tasks to save time and reduce manual errors in daily operations.
  • Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
  • Implemented virtualization technologies to optimize resource utilization across multiple servers for cost savings.
  • Contributed to business continuity efforts by maintaining up-to-date documentation of all IT infrastructure components and configurations.
  • Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle.
  • Promoted a collaborative work environment by facilitating knowledge sharing sessions among the IT team members for continuous improvement initiatives.
  • Monitored server performance using advanced diagnostic tools leading to proactive identification of potential bottlenecks before impacting operations negatively.
  • Established strict access controls based on role-based policies, enhancing organizational compliance standards.
  • Implemented desktop imaging strategies that expedited new employee onboarding process thereby minimizing downtime.
  • Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
  • Evaluated emerging technologies and provided strategic recommendations to senior leadership for potential adoption in support of business objectives.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
  • Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
  • Reviewed deficiencies based on internal audits and suggested remedies.
  • Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
  • Developed multi-site IT execution strategies, aligning work orders at CFL locations to effectively align available resources with historical service data.
  • Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Diagnosed and resolved hardware and software issues.
  • Planned and implemented upgrades to system hardware and software.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and executed resolution for network and server issues.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Developed and documented network policies, procedures and standards.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Analyzed network traffic and performance metrics to optimize system performance.
  • Identified and resolved network congestion issues and bottlenecks.
  • Implemented and maintained virtual private networks.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Devised scripts and automation tools to improve system efficiency.
  • Maximized system availability through development and testing of contingency plans.
  • Evaluated software products to determine compatibility with existing systems.
  • Performed network security design and integration duties.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.

IT Security Administrator 1 / Compliance Specialist

LHH Recruitment Solutions
Maitland, Fla
Jun.2018 - Feb.2019
  • • As a Security Admin SOC Analyst, responsible for providing a 2nd level of global IT support expertise for All InfoSec Adm. Daily functions & Identity Access Management to analyze, monitor & resolve all network trouble tickets. The support Point of contact for all users & HR Directors & VP. This position interacts with Global IT/vendor supply chains / ERP & EDR analytics.
    • As an Identity Access Management Admin. I Process all document & their global Change Management & ITIL daily requirements security requests for all New Hires & terminations Network Access per request from Global HR Change Mngmtt.
    • I Ensure all changes are properly administered under the control of the security and network framework. Open & resolved IT tickets / backup issues, errors, or any other unusual messages noted during job log Network review, network anomalies/failures.
    • Process Daily Threat Analysis and encryption of all hardware and antivirus on the enterprise servers & assign & manage appropriate service groups for investigation. Manage, Execute, and review security projects. Provide backup to Network Engineering & other IT staff. Mostly Enterprise Change Controls, Incident Management, New Hires, Terminations + inventory of encrypted devices. Monitored & reviewed Anti-Virus and threat Analysis Reports and spam / Phishing for daily/weekly outage reports. Set Up VPN and managed the IT Tix queue to help our help desk.
    • Produce daily /weekly /Monthly Network & user status reports & onboarding responses to other Management requests. Provide other assistance for Internal Auditors and global Clients Including providing recertification documentation for employees and global Depts. Created, disabled & modified end-user active directory accounts, passwords & emails according to approved HR requests & various database application ID management systems. oracle & share-point admin.
    • Help Define security requirements, design secure solutions for both cloud & on-premises IT implementations, DevOps tests & provide general cyber security support per Zero Trust policies, procedures, SOPs.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Streamlined office operations by implementing efficient administrative systems and procedures.
  • Enhanced internal communication by creating a centralized information hub accessible to all staff members.
  • Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
  • Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
  • Implemented data-driven decision-making processes, leading to more informed business choices.
  • Maintained accurate documentation of company policies and procedures for easy reference by all employees.
  • Developed comprehensive training programs for new hires, ensuring they were equipped with the necessary skills to succeed in their roles.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
  • Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
  • Maintained personnel records and updated internal databases to support document management.
  • Troubleshot employee concerns and recommended corrective actions to resolve issues.
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
  • Coordinated with human resources department to handle payroll and personnel databases.
  • Collected, arranged, and input information into database system.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Maintained database systems to track and analyze operational data.
  • Enhanced company compliance by developing and implementing comprehensive policies and procedures.
  • Streamlined regulatory processes for improved efficiency and reduced errors, leading to better overall compliance.
  • Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
  • Led cross-functional teams in the development of compliance training programs, ensuring understanding and adherence to industry regulations.
  • Maintained strong relationships with regulators, promoting open communication and fostering a culture of transparency.
  • Assisted in the preparation of regular reports for senior management, detailing compliance activities and progress towards established goals.
  • Provided expert guidance to colleagues on matters related to regulatory compliance, solidifying company-wide understanding of requirements.
  • Worked closely with legal counsel to address any instances of non-compliance or potential violations promptly.
  • Collaborated with external consultants to conduct independent reviews of company practices, bolstering confidence in our compliance efforts from both internal stakeholders and regulators alike.
  • Played an instrumental role in preparing the organization for successful completion of various regulatory examinations without major findings or penalties levied against the company.
  • Analyzed data trends from ongoing monitoring efforts, utilizing insights gained to improve upon existing compliance initiatives further continually.
  • Promoted a culture of ethical behavior within the organization by underscoring the importance of adhering not only to regulations but also to established company values.
  • Served as a point of contact for employees seeking guidance on compliance matters, instilling confidence in the organization''s commitment to regulatory adherence.
  • Conducted regular reviews of vendor and third-party relationships, ensuring that all external partners adhered to appropriate regulations and maintained our high standards of ethical behavior.
  • Collaborated with other departments to integrate compliance considerations into daily business operations seamlessly.
  • Performed quality reviews to uncover workflow and communication issues.
  • Monitored safety programs to verify compliance with federal standards.
  • Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
  • Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
  • Identified, investigated and documented compliance violations and recommended corrective measures.
  • Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
  • Monitored and assessed compliance risks associated with operational processes and procedures.
  • Managed practical action plans to respond to audit discoveries and compliance violations.
  • Developed and maintained system for tracking and reporting compliance violations.
  • Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
  • Identified gaps in existing compliance processes and recommended updates.
  • Assisted with development of compliance objectives and strategies.
  • Maintained composure in stressful situations, confrontations, interviews and records searches.
  • Developed risk assessment models to identify potential compliance risks.
  • Confirmed data and licensing information through investigations and notified violators of required changes to bring operations into compliance.
  • Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
  • Advised clients on compliance fraud and investigations, as well as potential remedies and required actions.
  • Directed activities of workers searching records and provided technical guidance as necessary.
  • Investigated locations to confirm license data, conducted background checked and assessed premises for compliance with licensing requirements.
  • Evaluated and monitored supplier and partner relationships to support compliance.
  • Determined licensing eligibility by examining test results and comparing against established structures.

IT Service Desk Support Analyst

Hilton Grand Vacations
Orlando, Fla
Jan.2018 - Mar.2018
  • 24x7 Global Service Help Desk environment
  • Provided helpdesk support to end-users of proprietary software
  • Automated tracking of inactive & log-out accounts & group policies
  • Global Employee databases are moving from Peoplesoft to Oracle Cloud & Windows / 365 Office Environment
  • Assigned & Verified / Updated via HR or Director or direct Managers Employees records & Emails & benefits Access & passwords in English & Spanish Worldwide
  • Used various onsite systems including Service Now Ticketing Systems & Active Directory to regenerate & update Employee Profiles and admin rights (Username / Password issues) Emails / VPN and server / Network access
  • Keep users notified of password expirations
  • Document all issues and generate reports detailing common problems & error trends
  • Investigated reported issues & walked clients through service protocols to rule out problems
  • Migrated Windows from Oracle to AWS & other operating systems remotely & various cloud services
  • As an Identity and access Management Administrator, I was responsible for provisioning support which included Global ticket management, Internal Help desk, and knowledge of All privilege methodology with security rights, permissions & groups, experience with Active Directory, Service Desk / Remedy & various multi-platform Mainframe windows enterprise.
  • Improved customer satisfaction by promptly addressing and resolving support issues.
  • Streamlined support processes for increased efficiency and faster issue resolution.
  • Reduced downtime with proactive monitoring and troubleshooting of critical systems.

National Retail Account Executive

AT&T
Orlando, Fla
Feb.2015 - Dec.2017
  • As a Corporate Trainer was Responsible for Instructing All Retail locations in Orlando and third-party vendors like BestBuy & Walmart employees how to deliver an extraordinary experience through technical & sales cross-training
  • As the AT&T local point of contact, I provide regular feedback, coaching, observations & sales trends communication to achieve competitive results
  • I ensure talent and high performance are recognized by management
  • To meet & exceed monthly sales objectives & answer all Technical and sale-related questions.
  • Increased sales revenue by developing and executing strategic account plans.
  • Strengthened client relationships through consistent communication and timely followups.
  • Conducted regular business reviews, identifying areas of improvement and implementing corrective actions as needed.
  • Improved order fulfillment rates by closely monitoring inventory levels and coordinating with supply chain partners.
  • Developed strong relationships with store managers, providing support in merchandising efforts, staff training, and event coordination.
  • Streamlined reporting processes to keep management informed on account performance metrics in realtime.
  • Assisted clients in achieving annual sales goals by conducting thorough needs assessments and offering tailored solutions accordingly.

Advanced Repair Lead Agent

Geek Squad - Best Buy
Orlando, Fla
Jun.2013 - Feb.2015
  • Provided nights & weekends on-site computer, network, mobile, home theater, & software/hardware equipment installation & repair services to clients & imaging via SCCM
  • Assisted other Agents & Best Buy Sales Employees, educating clients on proper technology usage such as safe Privacy and security online habits without using technical jargon
  • While I Maintain, repair & service client technology devices accurately & swiftly
  • Detect, analyze & remove malware from infected computers and mobile devices & password resets.
  • Managed a team of agents, providing guidance and support to achieve performance goals.
  • Enhanced team productivity by implementing efficient work processes and streamlining communication.

Network Operations Center Engineer

Ericsson
Orlando, Fla
Jan.2013 - Dec.2013
  • My role at Ericsson was resolving network engineering-related alarm ticket issues for enterprise-level customers mostly provisioning RF cellular Voice & Data / WAN / EVDO Tickets that utilized Ericsson & Sprint’s Telecom Global Network and Various Cisco equipment both hardware & software like Cisco Call Manager & CCX
  • We provided our Corporate & and Govt. Contract clients with both traditional & and professional network monitoring managed support services for their secure LAN, VOIP, DATA, Video, Wireless & and MPLS, and virtualized networks in a 24x7 global data NOC environment & and Facebook telecom infra project
  • As a member of the CPM-Customer Problem Management NOC Engineering Group, I dealt with many daily tasks in this 24x7 global environment network operations, as a Ticketing Analyst Support Technician role I received, analyzed & monitored & resolved network problems in RF cellular and data maintenance & Network Engineering in a timely SLA fashion
  • Active directory password reset providing remote support & and troubleshooting of network devices root issues analysis, as well as monitoring & and diagnosing Service Now & Remedy alarms tickets for ADMS / SCADA mostly for outages / Automation & optimization of performance in the distribution grids
  • I created disabled & and modified end-user active directory accounts, passwords, and emails according to approved SLAs & and HR requests as an Identity and Access Management Administrator.
  • Participated in on-call rotations to ensure 24/7 coverage for critical network operations center functions.
  • Oversaw development and maintenance of organization computer systems and intranet.
  • Updated internal customers regarding open tickets and status of resolutions.
  • Created graphical reports to visualize network performance and uptime to management members.
  • Reduced downtime for clients by quickly identifying and resolving network issues.
  • Managed MS Server and Workstation operating systems.
  • Contributed to the development of standard operating procedures, enhancing the overall effectiveness of the Network Operations Center team.
  • Scheduled infrastructure upgrades and software update rollouts around high traffic times to maintain network availability.
  • Led preventive and corrective network and infrastructure maintenance requirements.
  • Installed fiber, ethernet, and console cabling in climate-controlled NOC.
  • Exceeded SLA standards for response times and problem resolution.
  • Enhanced network performance by implementing monitoring tools and conducting regular maintenance.
  • Streamlined incident response processes, leading to faster resolution times and minimized business impact.
  • Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
  • Resolved issues related to operational components for LAN, WAN and voice systems.
  • Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Troubleshot routers, layer 2 and 3 switches, and network firewalls.
  • Delivered tier-3 support for co-location, customer backup networks, and ISP services.
  • Supported global network users with connectivity, VPN, and access issues.
  • Collaborated with other IT professionals to implement best practices for network security and compliance initiatives.
  • Supported disaster recovery efforts, ensuring minimal data loss and quick resumption of services during unplanned outages.
  • Designed and implemented system security and data assurance.
  • Assisted in the training of new team members, fostering a positive work environment by sharing knowledge and expertise with colleagues.
  • Acted as a liaison between IT departments and internal stakeholders when necessary, ensuring clear communication of network-related updates, initiatives, and concerns.
  • Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
  • Actively participated in cross-functional teams tasked with improving operational efficiencies within the organization''s IT infrastructure environment.
  • Kept detailed records of all incidents, contributing to a comprehensive knowledge base for future reference and analysis.
  • Monitored and maintained network and software components according to established guidelines and best practices.
  • Designed, tested and implemented network servers, infrastructure and software.
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
  • Identified areas for process improvement after conducting thorough audits of existing systems which led to more efficient workflows.
  • Defined enterprise processes and best practices and tailored enterprise processes for applications.
  • Closed first-time tickets quickly and met resolution volume requirements.
  • Provided technical support to end-users, addressing their concerns and offering guidance on network-related issues.
  • Recommended proactive approaches to leadership team to improve stability of infrastructure components.
  • Assisted in the design and implementation of new network infrastructure, resulting in increased capacity and reliability.
  • Improved overall system efficiency with proactive troubleshooting and problem-solving techniques.
  • Participated in system development life cycle from requirements analysis through system implementation.
  • Wrote and maintained custom scripts to increase system efficiency and performance time.
  • Configured IP assignment, core network configuration, and DNS setup for new users.

Specialist I-Voice Support Network Engineer / Tier 3 NOC

Windstream
Maitland, Fla
Jan.2012 - Dec.2012
  • Maintained business customer accounts and troubleshooted resolutions for Wind Stream Data products and services
  • I performed diagnostic functions to identify points of failure & and resolve them in a timely manner or coordinate with internal departments or external vendors for resolution plus, active directory password resets
  • Also maintained the various Cisco equipment both hardware and software like Cisco Call Manager, CCX, and various ITSM & SCCM tools
  • As a Network Engineering Technician, I provided 1st-call resolution or escalated issues to the level providing the fastest customer resolution
  • I troubleshoot & and resolve voice & and data issues as identified by Cisco Equipment on various network monitoring platforms and maintained customer-generated batch trouble tickets & and IAM Admin
  • Rights
  • Escalate network-related failures and degradation to Tier 3 Technicians and management including the appropriate LECs and NOC support group whenever appropriate for immediate resolution
  • As a member of the NOC Engineering, I dealt with many daily tasks in this 24x7 global environment network operations center, as a Ticketing Analyst Support Technician role I received, analyzed & monitored, and resolved network problems in cell towers / Wi-Fi access points / VoIP & Data maintenance & Network Engineering in a timely SLA fashion, plus active directory password reset providing remote support & troubleshooting of network devices root issues analysis, as well as monitoring & diagnosing Service Now & Remedy alarms tickets for ADMS / SCADA mostly for network outages / Automation & optimization of performance in the distribution grids
  • Provision & troubleshooting analog & digital voice lines pulled circuit design info & trouble-shooting T-1 & T-3 circuits
  • Ensure that all pending tickets are picked up by their priorities and existing tickets are followed up on to make sure the end users are timely contacted & and ticket duration times are consistently met.
  • Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices.
  • Designed and deployed scalable network infrastructure for increased efficiency and reliability.
  • Reduced downtime with proactive monitoring of network devices and rapid troubleshooting.
  • Enhanced security by implementing firewalls, VPNs, and access control systems.
  • Collaborated with cross-functional teams to ensure seamless integration of new technologies into the existing network architecture.
  • Boosted system availability by conducting regular maintenance tasks, including firmware updates and hardware replacements.
  • Streamlined network management through the implementation of automated monitoring tools and processes.
  • Increased overall network stability by performing root cause analysis on recurring issues and implementing long-term solutions.
  • Developed comprehensive documentation for network design, configuration standards, and operational procedures.
  • Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
  • Optimized routing protocols to improve data transfer speeds across the organization''s network infrastructure.
  • Implemented robust backup systems to ensure data redundancy in case of failures or disasters.
  • Managed vendor relationships to negotiate contracts, procure equipment, and receive timely technical support when needed.
  • Trained junior engineers on industry best practices, fostering a collaborative team environment that prioritized knowledge sharing.
  • Maintained compliance with industry regulations by regularly auditing network security measures and addressing vulnerabilities as they were discovered.
  • Evaluated emerging networking technologies to identify potential improvements for current infrastructure.
  • Contributed to disaster recovery planning efforts by designing resilient networks that could withstand unexpected events.
  • Mentored interns in various aspects of Network Engineering while encouraging them to explore new ideas and technologies within the field.
  • Troubleshot complex multi-vendor network service provider issues.
  • Assisted with implementation and support of network monitoring tools.
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Monitored network capacity and performance to diagnose and resolve complex network problems.
  • Collaborated with vendors to identify best options for optimizing network performance.
  • Provided detailed network diagrams and procedural guidelines.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.
  • Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
  • Created VPN infrastructure and allowed for secure remote connections.
  • Integrated data, voice and video networks for use in multi-site installations.
  • Performed troubleshooting for Juniper, Cisco, and packet analysis.
  • Configured and troubleshot VoIP and multi-media distributed systems and platforms.
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks.
  • Established robust infrastructure and data capacity for new applications.
  • Recommended options for disaster recovery and remote access security.
  • Organized frameworks to transfer secure data from internal to external and public networks.
  • Applied tier-isolation best practices to support multi-tier architectures.
  • Collaborated with teams in disaster planning, network backup and recovery process monitoring.
  • Installed, supported and maintained company hardware and software infrastructure according to best practices.
  • Detected intrusion attempts and promptly responded to DDoS attacks.
  • Planned implementation of network enhancements and upgrades.
  • Analyzed, troubleshot and enhanced network performance to drive efficiency.
  • Diagnosed network problems involving combination of hardware, software, power and communications issues.
  • Implemented WAN and LAN designs in multi-datacenter configurations.
  • Supported project planning team to promptly address hardware and software problems and network emergencies.
  • Provided detailed information on hardware and software products so that appropriate stakeholders could make suitable purchasing decisions.
  • Acquired and maintained advanced knowledge of networking protocols.
  • Identified means to reduce and control expenses by conducting cost, schedule and contract performance analysis and improving resource allocation.
  • Provided firewall and VPN management, Security and incident response.
  • Analyzed and produced recommendations on continuous network improvements.
  • Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
  • Checked rigorous application of information security policies, principles and practices for continuous delivery of network services.
  • Developed network test and validation processes to maintain alignment with solution design.
  • Oversaw development and maintenance of computer systems, server upgrades and operating systems.
  • Provided security incident triage and response.
  • Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
  • Prioritized simultaneous projects to perform effectively under shifting deadlines in fast-paced environment.
  • Oversaw network performance, making changes to boost overall efficiency and power.
  • Supported data center power and cooling infrastructure and consistently applied critical facility operational best practices.
  • Collaborated with engineering to report issues, manage project deliverables and provide status reports.
  • Protected forensic value of data and established monitoring and incident reporting and response procedures.
  • Analyzed and defined network requirements, optimization and support for MSP projects.

National Retail Territory Corporate Trainer

BlackBerry - Research In Motion
Orlando, Fla
Nov.2010 - Dec.2011
  • Responsible for all Blackberry / Research In Motion wireless carriers' accounts and products at all 3rd party vendors and all Best Buy stores in Central Florida
  • Where I trained and answered all technical and sales questions to the mobile & and geek squad employees and their customers at local Central Florida stores and how to provision devices.
  • Boosted employee engagement by developing and implementing interactive training sessions.
  • Supported company growth by designing targeted training programs for new hires.
  • Collaborated with department managers to identify skill gaps and develop tailored training solutions.
  • Worked with vendors to customize courseware to accommodate business needs.

Fraud Analyst & Technical Support Representative

Visa
St Petersburg, Fla
Jun.2010 - Nov.2010
  • Ensure Visa credit accounts & security password resets, card activations & fraud verifications/investigations.
  • Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
  • Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
  • Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.

Technical Support Lead Specialist

Bright House Networks / Spectrum
St Petersburg, Fla
Jan.2006 - Jun.2010
  • Supplied Bi-Lingual (English / Spanish) technical & customer service & sales support for all cable & phone/internet services, including cable modems & Cisco Routers for residential & commercial customers & maintained Provision NOC trouble tickets
  • I functioned as a key escalation resource SME and assisted with the daily BHN CFL operations and patch management implementation upgrades & and outages
  • Also maintained the various Cisco equipment for both residential and enterprise accounts both hardware and software like Cisco Call Manager and Avaya VOIP Systems
  • Received numerous contacts and diffused escalations each day and ensured customer satisfaction and revenue growth through the retention of VOIP telephone, data & video ISP broadband products & and services plus Account & and email password resets & and 24x7 tier 2 & and 3 IT helpdesk Analyst.
  • Managed a diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
  • Implemented monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
  • Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
  • Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Maintained database systems to track and analyze operational data.

RSR Lead NOC Manager

Bright House Networks / Spectrum
Maitland, Fla
Jan.2007 - Dec.2007
  • Responsible for day-to-day supervision monitoring of all CFL Data center analysts and tech Support reps
  • Function as the 1st point of escalation for the IT analyst NOC Support team
  • Ensure timely metrics within NOC/SOC and provide driven analysis as SOP Business requirements & SLAs
  • Served as the principal link between residential & business customers in western & central Florida
  • With the focus on being an internal/external IT Supervisor help desk SME tech for all the leads & supervisors & data center helpdesk which we monitored for Quality Assurance calls in the various call centers
  • Managed, cross-trained, and motivated various call center reps & tech support depts & field techs both in-house & outsourced techs in central Florida
  • Created, disabled & modified end-user active directory accounts, passwords, & emails according to approved HR requests as an Identity Access Management Admin w/ Zero Trust
  • Coordinates on-duty shifts for NOC operations & carefully allocates IT staff members (NOC technicians & NOC engineers) on different shift duties to ensure the whole NOC shift works in an efficient & effective manner
  • Was a Liaison between Tech support Reps, center analysts, Directors, Service Delivery Managers, supervisors, and team Leads at the various CFL data centers
  • I oversaw the 2nd shift & sometimes helped the overnight switch & on-call bridge tech meet with field techs & various vendors for schedule and emergency server maintenance of daily NOC SOP operations in a 24x7 / 365 Global Telecom, ISP, and Datacenter environment
  • The main aim of a managed service provider is to ensure that the network runs efficiently without any loss or interruption of data, power, or service quality & lack of privacy/security
  • Primarily dealt with call center end users, business & residential customers, vendors, engineers & the whole technical CFL team
  • Ensures that the systems & technologies used are constantly maintained & upgraded to retain day-to-day business relevance.
  • Improved network uptime by effectively managing and resolving incidents within prescribed timeframes.
  • Streamlined network operations by implementing efficient monitoring tools and processes.
  • Enhanced network performance with proactive capacity planning and optimization strategies.
  • Reduced resolution times for critical issues, prioritizing tasks and coordinating team efforts.
  • Ensured seamless communication between cross-functional teams to facilitate smooth network operations.
  • Managed vendor relationships for effective problem resolution and optimal service levels.
  • Conducted regular audits of network infrastructure to identify areas for improvement and maintain compliance requirements.
  • Mentored junior staff members, providing guidance on best practices and fostering a culture of continuous learning.
  • Implemented robust security measures to safeguard the integrity of the organization''s network infrastructure.
  • Collaborated with project teams for successful deployment of new systems and upgrades, minimizing disruption to ongoing operations.
  • Analyzed performance data to develop actionable insights, driving continuous improvement initiatives across the NOC environment.
  • Strengthened incident management capabilities through regular review meetings and process refinements.
  • Established effective communication channels for timely updates on incidents, maintenance activities, and other pertinent information impacting stakeholders.
  • Spearheaded root cause analysis efforts following major incidents, identifying corrective actions to prevent recurrence.
  • Oversaw routine maintenance activities ensuring minimal impact on network availability or user experience during execution.
  • Leveraged automation tools to streamline repetitive tasks in order to optimize resource utilization within the NOC team.
  • Championed training and development initiatives, empowering team members to stay current with industry trends and advancements in network technologies.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Diagnosed and resolved hardware and software issues.
  • Planned and implemented upgrades to system hardware and software.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and executed resolution for network and server issues.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Developed and documented network policies, procedures and standards.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Analyzed network traffic and performance metrics to optimize system performance.
  • Identified and resolved network congestion issues and bottlenecks.
  • Implemented and maintained virtual private networks.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Devised scripts and automation tools to improve system efficiency.
  • Maximized system availability through development and testing of contingency plans.
  • Evaluated software products to determine compatibility with existing systems.
  • Performed network security design and integration duties.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.

Global Dispute Manager

AT&T Global Network Services
Tampa, Fla
Mar.2005 - Jan.2006
  • Network Engineer support for Global client support center (GCSM / EMEA / Mow) - dispute management team for all European markets and Most of the World executive structure Fortune 500 Corp. accounts. Analyzed corporate billing account data by auditing/research and provisioning engineering from Corporate Sales to IT Service Management Teams. Mined data from all systems for InfoSec & Data NOC Fusion Center analysis to determine the disputes and close the Network Trouble Tickets on Cisco Equipment.
  • As an Identity Access Management Administrator, I Managed and resolved overly complex International Most of World (Mow) billing inquiries and technical disputes for signature Top 500 EVPN and enterprise customers while working directly with domestic and international Account Executive sales teams and IT / provisional MPLS Engineering staff.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Controlled costs to keep business operating within budget and increase profits.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in global Business networks and govt. capacities.

Education

Certification - Cyber Security

University of South Florida
Tampa, FL
Jan.2024 - Dec.2025

Bachelor of Arts - Information Technology

Rochester Institute of Technology
Rochester, NY
1998

Associate of Arts - Computer Graphics

Monroe Community College
Brighton, NY
1996

Certificate - Animation

The Art Institutes
Pittsburgh, PA
1994

Certifications

Cisco Certified Networking Associate

Cisco CCNA & CCNP Training & Certification Exam Center • System

Certified Meraki Networking Associate (CMNA)

Tools & Technologies Skills

SKILLS:

Industry Knowledge: Multi protocol Label Switching (MPLS), Cisco Unified Communications Manager (CUCM), Wide Area Network (WAN), Domain Name System (DNS), Radio Frequency (RF) Engineering, Technical Support, Customer Relationship Management (CRM), Computer Hardware Troubleshooting, Technical Sales Consulting, Technical Sales Support, Technical Leadership, Information Technology Training, Cisco Networking, McAfee Antivirus, Cyber Threat Intelligence (CTI), Remote Desktop Protocol (RDP), Fortinet, Cyber Ark, ePolicy Orchestrator

Tools & Technologies: Network Switches, Cisco Routers, SD-WAN, Global System for Mobile Communications (GSM), Point of Sale (POS) Systems, Microsoft Office, PeopleSoft, Citrix Products, VMware Infrastructure, Active Directory, Juniper Networks Products, Cyber Security. · Citrix Products · National Security · Enterprise Risk Management · Identity and Access Management (IAM) · Access Control · ServiceNow Administration · Incident Response Management · Change Management · IT Infrastructure Management · ITIL Foundations · Active Directory · Cybersecurity · Aruba Wireless · SD-WAN · Juniper Networks Products · Cisco Meraki · Palo Alto Networks · Network Operations Center (NOC) · Voice over IP (VoIP) · IT Service Management · Network Administration · Telecommunications ·

Interpersonal Skills: Analytical Skills, Time Management. Project Management.
Languages: Spanish

Skills

  • Tools & Technologies:
  • SKILLS:

    Industry Knowledge: Multiprotocol Label Switching (MPLS), Cisco Unified Communications Manager (CUCM), Wide Area Network (WAN), Domain Name System (DNS), Radio Frequency (RF) Engineering, Technical Support, Customer Relationship Management (CRM), Computer Hardware Troubleshooting, Technical Sales Consulting, Technical Sales Support, Technical Leadership, Information Technology Training, Cisco Networking, McAfee Antivirus, Cyber Threat Intelligence (CTI), Remote Desktop Protocol (RDP), Fortinet, CyberArk, ePolicy Orchestrator

    Tools & Technologies: Network Switches, Cisco Routers, SD-WAN, Global System for Mobile Communications (GSM), Point of Sale (POS) Systems, Microsoft Office, PeopleSoft, Citrix Products, VMware Infrastructure, Active Directory, Juniper Networks Products, Cyber Security Citrix Products National Security Enterprise Risk Management Identity and Access Management (IAM) Access Control ServiceNow Administration Incident Response Management Change Management IT Infrastructure Management ITIL Foundations Active Directory Cybersecurity Aruba Wireless SD-WAN Juniper Networks Products Cisco Meraki Palo Alto Networks Network Operations Center (NOC) Voice over IP (VoIP) IT Service Management Network Administration Telecommunications

    Interpersonal Skills: Analytical Skills, Time Management Project Management
    Languages: Spanish
  • Troubleshooting Technical Issues
  • Data Connectivity
  • Computer System Diagnostics Software
  • Equipment Maintenance
  • Diagnostic Tools
  • Hardware Replacement
  • Instructing Users
  • User Experience
  • Service Configuration
  • LAN and WAN Assessment
  • Support End-Users
  • Juniper Switching
  • Emergency Service Coordination
  • Software Release and Rollout
  • Diagnose Faults
  • PC Networking
  • Tracking and Documentation
  • Microsoft Certification
  • Service Desk Team Management
  • Microsoft Windows and Office
  • Issue and Resolution Tracking
  • Hardware and Software Repair
  • Hardware and Software Configuration
  • Auditing Service Requests
  • Defect Analysis and Resolution
  • Voice and Data Service Migration
  • Employee Computer Support
  • Security Certification
  • System Performance Assessments
  • Analytical and Methodical
  • Collaborative Team Player
  • Workforce Planning
  • File Management Software
  • Problem Resolution
  • New Installations
  • Leading Software Development Teams
  • Maintaining Network Security
  • Disaster Recovery Operations
  • Hardware and Software Monitoring
  • Training Junior Team Members
  • Monitoring Tools
  • Customer Accounts Management
  • Network Configuration Design
  • Circuit Layouts
  • Network Operations Monitoring
  • Firewall Management
  • System Modification
  • Routing Protocol Implementation
  • Technical Specifications
  • Telecommunications Systems
  • SNMP Monitoring
  • Technical Implementation
  • OSPF Routing
  • Data Recovery
  • Detailed Documentation
  • Computer Hardware Knowledge
  • Networking Systems Integration
  • Network Hardware and Software Maintenance
  • Cisco IOS
  • Information Assurance
  • Network Infrastructure Support
  • VPN Administration
  • Software and Hardware Evaluations
  • Team Support
  • QA Reporting
  • Issue Triaging
  • Onsite Visits
  • Application Test Management
  • Identify Requirements
  • Customer Service Databases
  • Virtualization Security
  • Systems Simulation
  • Data Communications
  • Windows Servers
  • Network Load Balancing
  • Internet Service Provider (ISP)
  • Wireless Access Point
  • Customer Service Process Improvement
  • Application Administration
  • Sustainable Engineering
  • Enterprise Server Design
  • Documentation Support
  • Antivirus Management
  • Corrective Actions
  • OSI Network Layers Understanding
  • Virtual Local Area Networks
  • Analyze Security
  • Protocol Evaluation
  • Security Operation Monitoring
  • Onboarding

Timeline

Certification - Cyber Security

University of South Florida
Jan.2024 - Dec.2025

Network Operations Center Engineer

Presidio Managed Services MSP
02.2022 - Current

Tier 1 NOC Analyst

Presidio Managed Services MSP
Feb.2022 - Current

Identity Access Management Administrator

Orlando Health
Jun.2021 - Feb.2022

IT Support Analyst Tier 1 Administrator (Contract)

Walt Disney Studios Corp
Jan.2021 - Jun.2021

IT Help Desk Analyst Tier 2 Administrator

SAIC
Jun.2020 - Jan.2021

Information Systems Field Technician / IT Administrator

Orlando Health
Feb.2019 - May.2020

IT Security Administrator 1 / Compliance Specialist

LHH Recruitment Solutions
Jun.2018 - Feb.2019

IT Service Desk Support Analyst

Hilton Grand Vacations
Jan.2018 - Mar.2018

National Retail Account Executive

AT&T
Feb.2015 - Dec.2017

Advanced Repair Lead Agent

Geek Squad - Best Buy
Jun.2013 - Feb.2015

Network Operations Center Engineer

Ericsson
Jan.2013 - Dec.2013

Specialist I-Voice Support Network Engineer / Tier 3 NOC

Windstream
Jan.2012 - Dec.2012

National Retail Territory Corporate Trainer

BlackBerry - Research In Motion
Nov.2010 - Dec.2011

Fraud Analyst & Technical Support Representative

Visa
Jun.2010 - Nov.2010

RSR Lead NOC Manager

Bright House Networks / Spectrum
Jan.2007 - Dec.2007

Technical Support Lead Specialist

Bright House Networks / Spectrum
Jan.2006 - Jun.2010

Global Dispute Manager

AT&T Global Network Services
Mar.2005 - Jan.2006

Bachelor of Arts - Information Technology

Rochester Institute of Technology

Associate of Arts - Computer Graphics

Monroe Community College

Certificate - Animation

The Art Institutes

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Joseph MaldonadoNetwork Operations Center Engineer