Housing Authority of the City of Pittsburgh – Full-Time

Aug 2022 – Present

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Cybersecurity Analyst Role

As a cybersecurity analyst, I performed various tasks to ensure the security and integrity of the organization’s network and systems. I updated the antivirus database, pushed endpoint patches, and updated third-party applications using the Endpoint Manager. I monitored the local firewall for any malicious activity and investigated and resolved SOC tickets. I also conducted threat research and made recommendations based on the latest cybersecurity trends. I tested and evaluated new technologies and prepared cybersecurity training for employees. Additionally, I worked on the BitLocker Encryption Project, where I created a training manual on how to turn on BitLocker and how to get the recovery key from MS Azure. I also worked with the vendor to activate BitLocker on the new Windows image used by HACP.

 

Sr. IT Support Specialist Role

As an IT support specialist, I am responsible for onboarding new users by preparing a laptop, creating their accounts, and giving them the IT orientation. I also provide technical assistance for various issues related to hardware, software, network, and printers. Additionally, I offer VIP support for high-priority clients and configure VPNs for remote access. Furthermore, I support Citrix Emphasys, a cloud-based application, by creating accounts, resetting passwords, and troubleshooting. Lastly, I manage DUO, a multi-factor authentication system for Windows login.

 

Other Roles

• Azure Cloud Device Administrator

• Intune Administrator

 

Vesuvius USA / IT Field Support – North America (Contractor)

Feb 2021 – April 2022

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As an IT support specialist, I collaborate with IT Global teams to complete large-scale projects on a weekly basis. I manage vendor relationships and provide VIP support for high-priority clients. I use the Services Now ticketing system to track and resolve issues. I onboard new users by preparing a laptop, creating their accounts, and giving them the IT orientation. I manage users and devices in Active Directory and provide Mac OS support. I also add new phones, update the phone OS, and monitor apps and phone settings using MS. Intune. I troubleshoot and repair hardware, software, network, and printer issues. I train employees on how to use MS OneDrive and MS Office 365.

 

Pittsburgh West Office Decommission Project – Ended on 12/07/2021

As part of the Pittsburgh West Office Decommission Project, I performed various tasks to ensure the proper disposal and relocation of the old IT equipment. I created an inventory list of all the old devices in the building, destroyed all the hard drives and the backup tapes, and sent the old machines for recycling. I also tested some of the old switches, routers, and servers before sending them to different sites. I tested and shipped Cisco phones to the Charlotte office and moved the surveillance cameras to a new server. I created a report of all the work done by the end of the project.

 

Charlotte New Office Opening Project – Ended on 06/04/2021

As part of the Charlotte New Office Opening Project, I completed various tasks to ensure the smooth operation of the IT infrastructure. I imaged and set up 40 laptops, installed and configured switches, routers, and Wi-Fi access points, and configured video conference units. I also acquired a new voice gateway, installed and configured the phone system, and set up network printers. I provided local support for the first month after the opening and created a report of all the work done by the end of the project.

 

Wampum Plant Onboarding project

As part of the Wampum Plant Onboarding project, I performed various tasks to integrate the new plant into the Vesuvius network. I created a site plan for the Wampum plant, a diagram for the current network, and an inventory list of all the IT equipment. I set up Vesuvius email for Wampum employees and prepared the new IT/Servers Room. I migrated iPhones to the DEP Vesuvius Program and imaged laptops and desktops for the Wampum employees. I configured access to the IBM AS400 server and gave a tutorial on how to use MS OneDrive, MS Teams, and MS SharePoint.

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Dell EMC / Advanced IT Specialist (Contractor)

Feb 2020 - Jul 2020

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BNY Mellon Desktop Modernization project / BNY Mellon Disaster Recovery Center

In my role, I handle a variety of tasks to ensure smooth IT operations. I image laptops and desktops using the Microsoft Deployment Toolkit and manage the backup and restoration of user data and network shared drives. I package software using the SCCM utility and manage users and devices in Active Directory. I provide VIP support and troubleshoot and repair hardware, software, network, and printer issues. During the COVID-19 pandemic, I helped prepare the disaster recovery site for BNY Mellon and handled the shipping of equipment and logistics for remote users.

 

Highmark Health / IT Specialist (Contractor)

Dec 2019 - Jan 2020

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I manage users and devices in Active Directory and troubleshoot and repair hardware, software, network, and printer issues. I’m responsible for imaging laptops and desktops and deploying software. I also provide Mac OS support, which includes adding to the network, installing updates, erasing and restoring the OS, repairing the hard drive with Disk Utility, and creating OS Time Machine. Additionally, I provide VIP support to ensure the highest level of service.

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New York Life / IT Support Specialist - Level 2

Mar 2017 - Feb 2018

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I provide VIP support and assist in training level 1 support specialists. I offer OS support for Windows XP/Vista/7/8/10 and Mac, including support for Windows updates, patches, and security updates. I handle backup support and troubleshoot internet access problems across various browsers like IE, Firefox, Safari, and Chrome. My Mac OS support includes adding to the network, installing updates, erasing and restoring the OS, repairing the hard drive with Disk Utility, and creating OS Time Machine. I’ve assisted customers with broadband LAN connectivity in NYL Field Offices and agent-detached offices, and configured handheld and mobile devices, including Blackberry, Android, and iOS devices. I troubleshoot and repair hardware, software, network, and printer issues. Lastly, I document all new tickets, issues, updates, and statuses for quality and tracking reporting purposes in NYL’s Tool.

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King Abdelaziz University / IT Administrator

Jul 2006 - Nov 2009

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I troubleshoot and repair hardware, software, network, and printer issues. I executed the first network project at my college, connecting the computers to the primary servers of KAU. I also designed the first website for the marine science department. Additionally, I held a three-day course for the college, teaching staff how to use the Adlib System, a database for managing and archiving materials for museums.