Percy Segura

• Networking experience (LAN, WAN etc.), understanding of PC and server architecture and inter-connectivity. Programming experience / knowledge (Java Script, HTML) Demonstrated history of MS SQL experience / knowledge required. AWS Server, S3 bucket PS.
• Experience with Enterprise networks (servers, topology, connectivity etc.).Understanding of VMware environments
• Managed an active caseload of 50 to 80 issues at one time.
• Used Knowledge base documentation to learn proprietary documentation QMS software
• Query and understand Microsoft SQL. Ran updates and commits in environment after research and approval.
• Documented and assessed new defects efficiently for ETD team
• Tools Used: ServiceNow, Windows Server, Windows Remote Desktop, WebEx, Microsoft SQL, Office 365, Tomcat, Apache, OKTA, Grafana, Uptrends, Zoom
• Subject Matter Expert (SME) SSO/Authentication of MasterConrtrol Software integrations to customer provided MasterControl instance via Azure AD, Duo, OKTA, ADFS, Google SSO

• Execute timely and proficient technical support via email, phone, chat, and in person to 900+ internal and international employees.

• Onboarded and provided IT orientation and education for new employees.

• Served as SOC liaison for security related incidents and investigations using SIEM (Splunk).

• Procured IT equipment in support of an enterprise-level environment and large-scale events.

• Delivered cost savings by improving departmental functionality efficiency

• Managed infrastructure in Mac, PC, and Linux environments

• Proficient in administering the following: Microsoft Active directory, Adobe Software, Zoom, Addigy,Jamf, Cylance, SentinelOne, Dialpad, Cisco VoIP, Webex, Okta, Xerox, Polycom Phones, Office 365,MacOS, Windows 10, IOS, Crashplan, Meraki MDM, Duo 2FA, Amazon Workspace, VMware, Service-Now, OS ghost imaging.

• Support users by resolving functional issues and responding promptly to phone calls, emails, and service desk tickets. 
• Perform installation, configuration, upgrades, and basic repairs to PCs, printers, Cisco telephones, and related equipment remotely and onsite to 25+ locations. 
• Ensure proper and timely escalation of critical issues 
• Document configurations, job aids, and FAQs
• Install and configure software patches and hotfixes during maintenance periods
• Application project development for documentation workflow. 
• Bank-core apps (JHA Xperience employee creations with secure access.)
• Enterpriese email security admin and threat monitoring using Mimecast
• Expertise in developing and deploying distributed systems, troubleshooting complex system and network issues, and managing large scale IT projects
• Handson experience with implementing and managing virtualization technologies, cloud services, and storage systems
• Proficient in Linux/Unix system and network administration, system security, network design, and system architecture

• Provide interpretation, translation, and project management initiative to facilitate health care access to Limited English Proficiency Patients