8 year MSSP Experienced IT Professional with Expertise in Systems Administration, Help Desk Management, and Delivering Exceptional Technical Support
Highly skilled and results-driven Security Operations and Compliance Professional with extensive experience in help desk management, systems administration, and cybersecurity. Proven ability to lead and manage IT and security teams while ensuring smooth daily operations, high levels of service, and compliance with regulatory requirements. Adept at developing andimplementing security protocols, managing incident response, and optimizing systems for security and compliance across an organization. Strong knowledge of security operations, threat management, risk assessments, and vulnerability remediation. Committed to fostering a collaborative environment and ensuring the highest standards of protection for organizational systems and data
MSP/MSSP (2024-Present)
SOC and Compliance Team Lead
Key Responsibilities:
- Lead SOC and Compliance teams, managing daily operations, incident response, and compliance initiatives.
- Helped develop and enforce security policies and procedures in line with regulatory requirements.
- Oversee security operations, including threat monitoring, incident resolution, and vulnerability management.
- Implement and manage security tools (e.g., SIEM, IDS/IPS) for threat intelligence and risk mitigation.
- Conduct risk assessments, audits, and gap analysis to ensure regulatory compliance.
- Manage internal and external audits, certifications (e.g., SOC 2, CMMC, NIST).
- Establish compliance reporting processes to maintain transparency and adherence to policies.
- Collaborate with IT, legal, and business teams to align security initiatives with organizational goals.
- Develop and deliver security and compliance training programs across the organization.
- Continuously assess and enhance security controls and compliance processes in response to emerging threats and regulations.
Help Desk Manager (2022-2024)
- Lead and manage the help desk team, ensuring efficient handling of service requests and incidents.
- Oversee daily operations, ensuring compliance with SLAs, KPIs, and customer satisfaction targets.
- Develop and implement help desk policies, procedures, and best practices to improve team efficiency.
- Manage ticketing systems, ensuring timely logging, tracking, and resolution of issues.
- Provide mentorship, training, and performance reviews to enhance team productivity and development.
- Collaborate with IT teams to ensure smooth communication and resolution of complex technical issues.
- Analyze support trends, identify recurring issues, and proactively improve systems.
- Maintain IT support documentation, knowledge bases, and standard operating procedures.
- Handle escalations, ensuring timely resolution and customer satisfaction.
- Stay updated on emerging technologies and recommend improvements to enhance help desk support.
Help Desk Technician (Tier 1 and Tier 2) (2017-2022)
- Provide technical support for hardware, software, network, and application issues via phone, email, or in person.
- Resolve service requests related to OS, office apps, network connectivity, and hardware configurations.
- Diagnose and resolve technical issues, escalating complex problems to higher-level support.
- Document support requests, solutions, and troubleshooting steps in the ticketing system.
- Perform system updates, software installations, and patches to maintain security and functionality.
- Monitor and manage help desk queue to ensure timely SLA-compliant resolution of requests.
- Collaborate with IT teams to deploy technology solutions and address recurring issues.
- Identify recurring issues and assist in creating solutions to improve system efficiency.
- Contribute to the maintenance of IT documentation, knowledge base, and procedures
Experience
- Connectwise Manage
- Connectwise Control
- RocketCyber
- Sentinel One
- Darkweb/Bullphish ID
- Autotask
- MyITProcess
- Vanta
- Blackpoint Cyber
- Fortigate
- Sonicwall
- Sophos
- Windows OS and Mac iOS
- Microsoft 365 Administration
- Sharepoint management
- Domain/DNS management
- Azure AD/EntraID
- Active Directory
- Windows Servers 2008 R2 and 2012
- Continuum
- ITGlue
- PuTTY
- Auvik
- Ubiquiti/UniFi management console
- Sophos GUI & Antivirus
- PassPortal
- Barracuda BDR systems
- Datto RMM/BDR system
Skills
- System Maintenance
- Security Management
- Troubleshooting
- User Account Management
- Backup and Recovery
- Critical Thinking
- Time Management
- Documentation
- Networking
- Collaboration
- Strong Communication
- Detail Oriented
- Service Delivery
