Matthew Keller
Vienna,IL
Summary
Versatile IT and cybersecurity professional with over 3 years of experience across technical support, network security, and team leadership roles. Skilled in managing and configuring a wide range of IT infrastructure, including firewalls, IDS/IPS, servers, and networking equipment. Experienced in troubleshooting hardware and software issues, monitoring network environments, and implementing security measures to protect against cyber threats. Proven track record in leading technical teams, improving service delivery, and maintaining high levels of client satisfaction. Strong background in cybersecurity awareness and compliance, with experience in user training and working within regulated environments. Committed to continuous learning and excellence in all aspects of IT and cybersecurity.
Overview
6
6
years of professional experience
Work History
Service Engineer Team Lead
Systems Solutions
07.2023 - Current
- Led a team of Service Technicians in delivering security and technical support services for clients.
- Utilized for Tier 1 and Tier 2 ticket escalations
- Managed firewall configurations, IDS/IPS, and other security appliances to ensure compliance with security policies.
- Conducted regular security audits and provided consulting services to improve security posture across departments.
- Worked and resolved SOC alerts escalated from our SOC team
- Performed managerial duties including reviewing timesheets, conducting regular team meetings, monitoring client satisfaction (CSAT), and ensuring compliance with service level agreements (SLAs)
Activation and Repair Specialist
Clearwave Fiber
01.2023 - 07.2023
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Pre-Provision accounts and equipment with accurate data fill and provide field support to the customer through successful turn up
- Responsible for IP management including documentation accountability
- Provide Tier Two support for Enterprise and Residential accounts
- Ability to appropriately communicate and manage escalations relative to customer delays of service, outages and impacts to customer service
Technical Support Service Engineer
Systems Solutions Technologies MSP
06.2021 - 01.2023
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Configured and managed Cisco and SonicWall firewalls, including VPNs and network segmentation.
- Conducted vulnerability assessments and implemented security measures to protect client networks.
- Provided technical support for cybersecurity tools and managed network monitoring systems to detect and respond to threats.
- Served as primary point of contact for support relating to owned solutions and products
- Configuration of VPN's, WAN and LAN interfaces, DHCP server, and SSLVPN users on Sonicwall devices
- Management of CUCM and CUC call manager (provisioning, creating extensions, creating ring groups)
- Experience of medical EMR software including Citrix, EPIC, CPSI, and ezEMRx
- Windows Server deployment, configuration, and troubleshooting management experience.
Network Monitor
Nebraska Technology and Telecommunications
01.2020 - 02.2022
- Established security in desk top computers/Windows 10 through group policy
- Lock down Domain end users through Active Directory
- Add or Remove employees in Active Directory
- Assign Ethernet Ports to VLANs on Cisco Switches.
Network Monitor
Nebraska Technology and Telecommunications
01.2019 - 02.2022
- Using PRTG network monitoring software, I am notified of any issues after hours, then determine if it needs attention immediately or wait until normal business hours
- Place trouble ticket for internal Tech or Vendor, if needed escalate issue to engineer
- Confirm next morning that issue has been resolved or that appropriate people are aware of issue.
Education
A.A.S - Cyber Security-Information Assurance
John A. Logan College
Carterville, ILSkills
- Cybersecurity Tools: SonicWall, Cisco ASA, SentinelOne, Huntress, AV Defender, Microsoft Defender, DUO 2FA, and DNSFilter
- Network Security: IDS/IPS management, firewall configuration, VPN setup, network monitoring and response
- Compliance and Auditing: Configuration and implementation of security policies such as NIST, PCI DSS, and HIPPA Compliance
- Technical Expertise: Windows Server, Mac OSX, Microsoft 365, Exchange, Active Directory
- Soft Skills: Leadership, team management, problem-solving, communication, and customer relationship management
Timeline
Service Engineer Team Lead
Systems Solutions
07.2023 - Current
Activation and Repair Specialist
Clearwave Fiber
01.2023 - 07.2023
Technical Support Service Engineer
Systems Solutions Technologies MSP
06.2021 - 01.2023
Network Monitor
Nebraska Technology and Telecommunications
01.2020 - 02.2022
Network Monitor
Nebraska Technology and Telecommunications
01.2019 - 02.2022
A.A.S - Cyber Security-Information Assurance
John A. Logan College
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