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Candidate's Name
Baltimore, MD Street Address  PHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONALSUMMARYInformation Security Specialist with passion for aligning security architecture plans and processes with security standards and business goals. Extensive experience developing and testing security framework for cloud-based software. Versed in robust network defense strategies.SKILLS Splunk enterprise securityadministratorTechnical Support and AssistanceAnalytical and MethodicalReading Technical ManualsHardware ComponentsMicrosoft Windows and OfficeHardware and Software RepairUser Support and TroubleshootingTracking and DocumentationResolving Problems and IncidentsCustomer SatisfactionMaintenance RequestsIssue ResearchCustomer Service SupportSwitches and RoutersConnectivity SoftwareWORK HISTORY SYSTEM ADMINISTRATOR 01/2019 to CURRENT SOS Technology Group Baltimore, MDSet alert case developmentProvide debugging and monitoring capabilitiesDevelop, evaluate, and document, specific metrics for management purposeUpgrade Splunk apps required by Splunk ES upgrades Configure notable event actions, action menus and Adaptive Responses Data onboarding and data ingestionRunning searches in the splSetting up user authentication and AuthorizationCreate custom dashboard and alertsData onboarding and data ingestionConfigure dataCorrelation searchesHELP DESK SUPPORT TECHNICIAN 04/2015 to 01/2019Vector Talent ResourcesExplained technical information in clear terms to non-technical individuals to promote better understanding.Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.Installed, modified and repaired software and hardware to resolve technical issues.Documented transactions and support interactions in system for future reference and addition to knowledge base.Configured hardware, devices and software to set up work stations for employees.Conducted in-depth product and issue resolution research to address customer concerns.Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.TIER 2 TECHNICAL SUPPORT SPECIALIST 12/2013 to 04/2015 Summit Human Capital, LLC Reston, VAShepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.Analyzed code to assist support team in finding solutions and workarounds to problems.Developed proactive tools to assist customers and internal support organization.Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.Assessed technical complexity of tickets to escalate to Tier 3 team. Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational. TEIR 1 HELP DESK SUPPORT 06/2013 to 12/2013Mba Consulting Services Merrifield, VAAssessed, troubleshot and repaired various machines such as desktops, printers and sorters.Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.Configured hardware, devices and software to set up work stations for employees.Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.EDUCATION B.s Information Technology 08/2011Graceland University, Lamoni, IAComputer Science 08/2007Central Connecticut State University, New Britain, CT Member of football teamCERTIFICATIONS Splunk enterprise security administrator