Miguel Gonzalez

• Identified vulnerabilities in the organization's email security system and recommended comprehensive solutions to encrypt and enhance overall email security, leading to a marked improvement in protecting sensitive communications.

• Responded to and triaged alerts generated by Trend Micro XDR and CrowdStrike IDP, validating and addressing potential security incidents.

• Integrated and managed Zscaler ZPA, ZIA and ZDX solutions to ensure Zero Trust access for users across a widely diverse organization, enhancing overall security posture and user access control.

• Developed and implemented comprehensive vulnerability and patch management procedures using ManageEngine Vulnerability Manager and Nessus Scanner Pro, significantly enhancing the organization's security posture through systematic identification and mitigation of vulnerabilities.

• Responded to and meticulously analyzed spoofing and phishing attempts within the organization, utilizing in-depth email header analysis to identify and mitigate these security threats effectively.

• Managed SonicWall firewalls across four sites, including the implementation and maintenance of SSL and IPSEC VPNs, ensuring robust and secure inter-site connectivity and reliable remote access.

• Ensured identity and access management by conducting thorough audits, encompassing security groups, DUO, and Azure MFA, to verify and reinforce user access controls and authentication mechanisms within the organization.

• Prioritized assets and performed risk assessments for zero-day vulnerabilities.

• Developed and executed a comprehensive Information Security Policy aligned with ISO 27001:2020 standards, incorporating specific guidelines and procedures to strengthen organizational security posture.

• Successfully onboarded employees to adhere to policy compliance, leveraging KnowBe4 for effective security awareness training and ensuring a culture of cybersecurity awareness.

• Conducted detailed gap analyses to pinpoint and address organizational weaknesses in processes, procedures, and technical implementations, thereby enhancing overall security resilience.

• Managed and maintained computer baselines using CIS Benchmarking, skillfully implementing changes and updates through Intune and on-premises group policy to ensure system integrity and compliance.

• experience with Azure, M365, OneDrive, and SharePoint services, emphasizing the maintenance of overall security for these cloud-based platforms.

• Lead and managed a 5-man helpdesk team while providing Tier 2 support to include: token issue, A365 email provisioning, and remote desktop administration
• Additionally, assigned as the ISSM where Cyber policies and compliance for Account access was managed and maintained
• Performed over 1800 user account compliance audits to remediate the 5 percent baseline of user noncompliance
• Provided above baseline IT Support for 2000+ users, while operating in a timely manner to ensure daily operational continuity
• Installed software, modified, and repaired hardware, and resolved technical issues; increased efficiency by 50%
• Management oversight and compliance enforcement for the current cybersecurity structure whilst ensuring a baseline of 95% compliance
• Installed security patches and monitored system performance to identify potential vulnerabilities and maintain network posture
• Ensured Cryptographic Security through the revocation request and issue of SIPR tokens to allow for authorized access to classified systems within the organization
• Trained and mentored personnel on proper help desk operations, network compliance, network troubleshooting and desktop administrator responsibilities
• Assisted over 200 + users through remote troubleshooting while using strong analytical and problem-solving skills to address issues in a quick and efficient time
• Oversaw installation of firmware upgrades to Ricoh printers within the organization to remediate the 40% of nonoperational printers
• Oversaw and manage the lifecycle of 50 computers for the organization to ensure IT Asset compliance for security patches and policies within the network.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Displayed strong telephone etiquette, effectively handling difficult calls.

• Provided helpdesk operations training and support, increasing customer service by 40%
• Created standard operating procedures for Tech support services, allowing for resolution of customer issues in less than 10 minutes
• Guided and mentored 6 junior helpdesk technicians
• Trained personnel on troubleshooting methodology, computer repair, and customer service resulting in increased helpdesk efficiency by 15%.
• Provided technical assistance to customers and employees.
• Assigned tasks and monitored progress of help desk staff.
• Trained new staff on help desk policies and procedures.
• Resolved escalated customer issues promptly and efficiently.

• Operated as a single IT Specialist with administrative privileges over classified and unclassified systems
• Ensured network compliance for 1200 accounts, accounting for 100% of the organization
• Selected to lead cross-organizational cybersecurity team to validate security training, access documentation, provision accounts, and control network privileges for 600 users across 4 organizations
• Utilized administrative privileges to create, manage and troubleshoot user accounts and network issues
• Resulted in 30% of ticket submission and closure.

• Issued and revoked classified smart cards for executive personnel to provide mandated access to the classified network
• Allowed for unhindered high-level operations, which accounted for 30% of baseline ticket requests and closures
• Enacted administrative helpdesk support by troubleshooting and resolving over 500 tickets, resulting in 15% increase to operations continuity
• Served high level executives with desktop support, resulting in timely solution of less than 15 minutes.