Summary
Overview
Work History
Education
Skills
Timeline
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Richard McLeod

Tempe,AZ

Summary

Detail-oriented operations analyst with experience in organizing, problem-solving, and project management. Proficient in microsoft excel, salesforce, and tableau, ready to apply knowledge and abilities to take on new professional challenges with an established company. Skilled Operations Analyst well-versed in utilizing software, business, and mathematical skills to evaluate information and trends. Eager to assist companies with strategic planning and business improvements.

Overview

15
15
years of professional experience

Work History

Security Operations Analyst

Consumer Cellular
Phoenix, AZ
03.2022 - 09.2024
  • Monitored security systems, including firewalls and intrusion detection systems, to identify suspicious activity using endpoint tools (Crowdstrike, ELK, Reliaquest, Cloudflare, LogRythm, AppDynamics, Rapid 7, and Google Chronicle).
  • Analyzed system logs and network traffic to detect anomalous or malicious events.
  • Investigated security incidents by collecting evidence from multiple sources, such as log files and network packet captures.
  • Responded to cyber-security alerts generated by SIEM tools and other security technologies.
  • Developed processes for responding to cyber threats in a timely manner.
  • Implemented security policies and procedures within the organization's IT environment.
  • Maintained up-to-date knowledge of emerging threats in the cybersecurity landscape.
  • Configured SIEM solutions for optimal performance in detecting known threats.
  • Collaborated with other departments within the organization regarding their specific needs relating to information security operations.
  • Researched current trends in malware analysis techniques and applied them accordingly when investigating potential intrusions into corporate networks.
  • Analyzed system risk to identify and implement appropriate security countermeasures.

Network Operation Center Technician

PSCU Financial Services
Phoenix, AZ
12.2012 - 03.2022
  • Troubleshoot network issues and ensure resolution for customers.
  • Monitor network performance, analyze system logs, and identify potential issues.
  • Configure and install various network devices and services.
  • Perform routine maintenance on network equipment to maintain optimal performance.
  • Ensure that the latest security patches are installed on all servers in a timely manner.
  • Maintain accurate documentation of all changes made to the network infrastructure.
  • Create user accounts and configure access rights according to customer requirements.
  • Provide technical support to internal staff members regarding networking issues.
  • Resolve hardware and software related problems reported by users via phone or email.
  • Analyze network traffic patterns to optimize bandwidth utilization.
  • Develop disaster recovery plans for networks in case of outages or other disruptions.
  • Test new software applications before deployment into production environment.
  • Perform daily backups of critical data and systems as part of an overall disaster recovery strategy.
  • Maintain current knowledge of emerging technologies in the field of computer networking.
  • Implement solutions that allow remote access to corporate networks from outside locations securely.

Service Desk Analyst

Insight Enterpises
Tempe, AZ
04.2012 - 12.2012
  • Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
  • Collaborated with other teams to ensure successful resolution of customer inquiries.
  • Ensured that all systems were running optimally by performing regular health checks on servers and network devices.
  • Provided remote assistance to customers when required via phone or remote desktop tools.
  • Responded promptly to customer emails regarding any IT related queries.
  • Upgraded existing hardware components when necessary according to company standards.
  • Provided telephone support to staff members who require assistance with their computers or network connections.
  • Developed detailed reports on system performance metrics for management review.
  • Recommended changes in policies and procedures relating to service desk activities.
  • Evaluated current technologies and identified areas where improvements could be made.
  • Provided first-level technical support to customers with IT related issues.
  • Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.

Help Desk Support Specialist

Leslie's Pool Supplies
Phoenix, AZ
05.2011 - 01.2012
  • Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
  • Assisted in the installation of new hardware, software, and operating systems.
  • Responded to customer inquiries via phone, email, or chat support.
  • Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
  • Diagnosed system errors using event viewer logs and other diagnostic tools.
  • Created user accounts on multiple platforms such as Windows Server 2008, 2012, 2016 Active Directory.
  • Performed daily system monitoring to verify the integrity and availability of all hardware resources.
  • Maintained records of daily data communication transactions, problems and remedial actions taken or installation activities.
  • Tested computer equipment to ensure proper functioning according to specifications.
  • Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
  • Monitored performance of networks through LAN and WAN connections with tools like SolarWinds NPM.
  • Installed anti-virus programs on users' computers and configured them accordingly.
  • Implemented security measures such as password protection policies for users.
  • Created detailed reports describing help desk activities.

Technical Analyst

University of Phoenix
Phoenix, AZ
08.2010 - 02.2011
  • Analyzed business requirements to develop technical solutions that meet customer needs.
  • Performed detailed analysis of existing systems and identified areas for improvement.
  • Developed test plans and scenarios to ensure quality assurance of new applications.
  • Provided technical support to users, troubleshooting system issues and resolving problems in a timely manner.
  • Conducted research on emerging technologies in order to make recommendations on tools, processes, and services.
  • Configured computer hardware, operating systems, and software applications according to user specifications.
  • Created data models using database design techniques such as normalization, denormalization, and entity-relationship diagrams.
  • Developed user manuals documenting system installation procedures and application usage instructions.
  • Implemented security measures to protect information from unauthorized access or manipulation by external sources.
  • Coordinated with project managers on development timelines for various projects while adhering to established standards.
  • Assisted in the creation of technical documentation including process flow diagrams, use cases, functional specifications, network diagrams .
  • Monitored performance of systems and applications and took appropriate corrective action when necessary.
  • Collaborated with other departments within the organization to ensure successful implementation of technical solutions.
  • Facilitated communication between clients and internal teams regarding technology related topics.
  • Maintained up-to-date knowledge of industry trends through attending conferences, seminars, webinars .
  • Optimized existing programs by modifying code logic to improve efficiency or accuracy.
  • Prepared reports outlining findings from analysis activities along with recommended solutions.

Migration Analyst

Blackboard
Phoenix, AZ
03.2010 - 07.2010
  • Analyzed customer data to identify areas of improvement for the migration process.
  • Developed and documented detailed test plans, test cases and scripts for various migration projects.
  • Collaborated with stakeholders to ensure accuracy of data migration processes.
  • Implemented structured procedures to manage, monitor and track all aspects of data migrations.
  • Identified any potential risks associated with the migration process and proposed solutions to mitigate them.
  • Provided technical support on all stages of the data migration project lifecycle from planning through implementation and testing.
  • Performed quality assurance checks on migrated data to ensure accuracy and completeness prior to go-live date.
  • Generated reports outlining progress, issues encountered during the migration process and resolution actions taken.
  • Documented existing systems, business processes, best practices and system requirements in preparation for a successful migration.
  • Researched new technologies that could improve efficiency of existing data migrations processes.
  • Created user guides, training materials and other documentation as needed for end users.
  • Conducted post-migration reviews to evaluate success of the project against predefined criteria.
  • Maintained effective communication with stakeholders throughout the entire life cycle of each project.
  • Ensured compliance with relevant standards such as GDPR when migrating customer data between systems.

Education

High School Diploma -

North High School
Phoenix, AZ
05-2001

Skills

  • Reporting abilities
  • Trend modeling
  • AppDynamics
  • Crowdstrike
  • SEIM
  • Cloudflare
  • Jira
  • Service Now
  • Splunk
  • Forecasting skills
  • Process updates
  • Cost-reduction strategies
  • Lean Six Sigma
  • Reporting skills
  • Operational Efficiency
  • Workflow Optimization
  • Operations research
  • Time Management
  • Written Communication
  • Active Listening
  • Strategic Planning
  • Adaptability
  • Problem-Solving
  • Systems analyses
  • Analytical Skills
  • Microsoft SharePoint
  • Teamwork and Collaboration

Timeline

Security Operations Analyst

Consumer Cellular
03.2022 - 09.2024

Network Operation Center Technician

PSCU Financial Services
12.2012 - 03.2022

Service Desk Analyst

Insight Enterpises
04.2012 - 12.2012

Help Desk Support Specialist

Leslie's Pool Supplies
05.2011 - 01.2012

Technical Analyst

University of Phoenix
08.2010 - 02.2011

Migration Analyst

Blackboard
03.2010 - 07.2010

High School Diploma -

North High School

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Richard McLeod