Apr 2024 – Oct 2024 · 6 mos · Remote

• As a trusted advisor, I provide key insights on asset and vulnerability management, patching, threat detection and response, compliance, and cloud and application security. I build strong advisory relationships with customer technical decision-makers to ensure alignment with their needs. I collaborate with product management to prioritize customer feature requests and brainstorm new product and integration ideas. My role involves designing and proposing solutions that align perfectly with customer requirements, leveraging my extensive knowledge of Qualys technologies. I develop comprehensive security solutions based on Qualys and partner integrations, meticulously documenting customers' compliance and security needs. Additionally, I identify and showcase new use cases for the Qualys platform, effectively bridging the gap between technical capabilities and business value.

Nov 2022 – Apr 2024 · 1 yr 5 mos

• Led the Vulnerability Management program while supporting the Patch management objectives within the client base with a 97% success rate in timely vulnerability identification and remediation in a fast-paced environment. Directs the remediation in the client base to ensure that exploitation is unsuccessful to the client. Successfully led the vulnerability program in the client to remedy approximately 100,000 vulnerabilities within the past year while maintaining a 30-day SLA. Developing an additional service offering that combines multiple teams to provide a unique and custom client experience.

Jul 2021 – Nov 2022 · 1 yr 4 mos

• Direct high-performing Patching and Vulnerability management team to ensure timely vulnerability remediation, while functioning within a fast-paced and dynamic environment. Fortify and revamp security measures for clients by conducting deep-rooted analysis of the latest incoming security alerts and proceeding. Document and deliver detailed/all-inclusive reports on patching aimed at driving informed, effective, and timely decision-making. Optimize professional competencies of personnel on change/vulnerability management and patching methodologies by providing adequate training. Mitigate potential losses regarding patching and vulnerability-related issues by delivering practical tier-3 support.

Oct 2015 – Jul 2021 · 5 yrs 9 mos

• At Great Lakes Dredge and Dock, I was tasked with supporting Viewpoint construction software, OpenText/Actuate reporting software, and the OnBase/Requordit content services platform to best optimize daily company operations. I served as the applications' subject matter expert (SME), installing, updating, troubleshooting, testing, auditing, and documenting the systems' configuration, environments, and use. I administered all related back-end environments to minimize downtime, improve security, and create a 360-degree approach to systems management. I interacted directly with my users to provide one-on-one training and to advise them on best practices for efficient and effective application use.
• I performed several major system installations, upgrades, and migrations with little or no disruption to business operations, ensuring the final applications were robust, secure, and audit ready.
• I identified areas for process improvement: I customized and optimized code and configuration files, edited automated workflows, implemented remote access, and created a document library of over 40 SOPs.
• I ensured system confidentiality, integrity, and availability (CIA) through the effective use of group policy, profiles, and security audits in Active Directory and Citrix. I applied the principle of least privilege (PoLP) to all user access.
• I oversaw help desk ticket queues and follow up with team members to ensure that Service Level Agreements (SLAs) were met with the highest levels of satisfaction. I reported metrics to management on a regular and ad hoc basis.
• I executed monthly data refreshes for eight separate environments; slashed environment refresh time from one day to two hours, an operating efficiency improvement of 75%.
• I solved an SNMPv3 password issue that prevented the network topology mapper software from operating correctly.
• I found and fixed critical Viewpoint issues that prevented the Payroll department from processing payroll.

Oct 2014 – Sep 2015 · 11 mos · The woodlands, TX

• At this well-known health care organization, I delivered best-in-class customer service, troubleshooting, and technical support to over 1000 medical clinic locations on software desktop and medical technology applications, including Microsoft Office, MYsys, Centricity Business, and iKnowMed. I assisted customers with installing, supporting, configuring, optimizing, and maintaining their hardware and software. I rapidly assessed customer requests and provided prompt resolution or escalation based on the issue.
• I also educated customers on support options and the steps being taken to resolve their issue, including online tutorials, in-store programs, and help applications built into the software. I also administered server systems including Citrix XenApp, Microsoft Exchange, Windows Server, VPN, Active Directory, and NetBackup. I strengthened network security by hardening servers and installing fixes, operating system patches, and antivirus software.
• I was recognized for superior customer service, excellent troubleshooting ability, and first-class follow through by several clinics; specific recognition was made for completing requests that enhanced user productivity.
• I collaborated with other McKesson departments to identify new and improved methods to achieve further customer service satisfaction and to complete customer work requests and projects.
• I collated, maintained, and reported on daily service desk metrics and system inventory data.
• I formulated and distributed user-friendly knowledge base and training articles for recurring user issues and requests.
• I trained new service desk team members to ensure standardization of operational and call center processes.

Jul 2014 – Oct 2014 · 3 mos · Houston, Texas Area

• At Meriplex, I was employed as a help desk technician for users in 57 partner corporations, addressing network issues, computer setup, user account access and administration, and permissions. I researched and triaged user issues, managed customer communication during incident resolution activities, and handled. I was also tasked with initiating and directing a computer imaging initiative; generating and updating image profiles based on each company's profile and the user's role.
• Some of my key contributions were:
• I conducted research and used sound financial decision-making skills to make recommendations and order hardware and software purchases for Meriplex partner organizations.
• I completed all activities for a critical Training Department computer lab project. With a strict deadline of two days for completion, I finished the project in less than a day while maintaining 100% network connectivity.
• I improved user productivity by executing end-to-end training to customers on how to fix recurring issues.
• I managed over 500 hardware assets along with maintaining knowledge of 20 software applications.
• I saved the company over $5000 in hardware replacements by refurbishing several HP towers and laptops.
• I focused on ensuring positive interactions with all users; effectively dealing with customer complaints, documenting their concerns, and de-escalating whenever possible.

Aug 2009 – Apr 2014 · 4 yrs 8 mos · norfolk, virginia

• While serving in the Navy, I led a team of 22 technicians in the operation and maintenance of a Windows network having variable security classification levels and uses. I provided secure, robust, and stable network and server operations to meet the organization's strategic and tactical goals. I executed system administration duties, including installations, upgrades, migrations, backups, disaster recovery, business continuity, and security.
• I also imaged workstations, troubleshooted application and hardware issues, managed the shipboard network, developed weekly network performance reports, developed standard operating procedures, and monitored the reliability rates of network operations and radio communications.
• Some of my accomplishments included:
• As an identified escalation point, I resolved 100% of all tickets assigned by Customer Support and other departments.
• I administered the ship's Electronic Key Management System, handling over $500,000 in cryptographic keys and equipment vital to Naval communications.
• I migrated an entire network consisting of 50 servers, 321 workstations, 36 printers, and 52 laptops on board a U.S. Navy ship; I set up and configured the network's security within 24 hours of installation for over 400 users.
• I regularly downloaded, installed, and audited DoD-approved patches and anti-virus updates that improved the organization's security posture by 98%.
• I created HTML email templates and newsletters for the Ship's monthly newsletters and e-mail announcements.
• I maintained network operations and radio communications at a 99.9% reliability rate.