ROLANDO

Demonstrated experience with Cybersecurity Fundamentals.

Demonstrated experience with Network Security.

Demonstrated experience with Incident Response.

Demonstrated experience with Security Monitoring.

Demonstrated experience with Network Troubleshooting.

Perform municipal operations requiring accuracy, reliability, documentation, and adherence to established procedures.. Respond to emergencies involving snow, flooding, roadway conditions, and public infrastructure; perform preventative maintenance and safety inspections.. Support sewer, street construction, infrastructure repair, traffic control, and public safety activities; assist with training and mentoring.

Supported computer networks and security operations by identifying, troubleshooting, and responding to network and security issues.. Monitored systems and security activity; investigated security breaches, incidents, and abnormal activity while supporting network security and integrity.. Used SAP and SQL to review invoices, customer accounts, payments, products, payroll, and personnel records; maintained documentation and files.. Responded to technical issues, completed reports and incident documentation, and provided customer service and de-escalation.

Managed, configured, and programmed Cisco Meraki, FortiGuard, Cradlepoint, VeloCloud, VoIP, Linux routers, and switches.. Worked with ISPs and customer help desk/IT teams to troubleshoot network connectivity and service issues.. Performed live troubleshooting by phone/bridge call; managed an assigned ticket queue and delivered accurate, timely resolutions.. Provided technical updates to customers and internal teams through ticketing systems and email.

Troubleshot customer Internet service issues with ISPs and managed an individual ticket queue through resolution.. Managed and programmed Cradlepoint backup solutions and LTE solutions for customer phones and network backup services.. Documented customer issues and resolutions and communicated with customers and service providers.

Installed, maintained, inspected, and repaired water/wastewater infrastructure; troubleshot collection systems and related equipment.. Used CCTV equipment to inspect and record sewer systems; located underground gas, water, sewer, electrical, and telecommunications utilities.. Read maps, drawings, and utility atlases; performed preventative maintenance and safety inspections in regulated, safety-sensitive environments.

Installed and troubleshot technology systems at commercial and residential locations, including telephony and firewall equipment.. Installed network cabling from 50 to 5,000 feet; coordinated field installations with dispatch and lead technicians.. Managed a small team of technicians and worked directly with customers and businesses during installations.

Installed, replaced, programmed, and troubleshot residential and commercial security systems.. Provided technical customer support by telephone and in person; programmed equipment to customer requirements.. Followed applicable state safety codes and industry standards.

Managed and maintained Windows Server 2008/2016 environments supporting approximately 15 computers.. Provided technical support for computers, projectors, phones, broadcasting equipment, and other technology; provided remote and on-call support.. Troubleshot Windows 7/10, Office 2016 and Office 365; installed security software and removed viruses/spyware.. Configured routers, switches, and modems; worked with IP, DNS, LAN, ports, and Active Directory.

Responded to student inquiries by phone and email regarding transcripts, academic records, and program information.. Maintained master transcript records; entered and maintained grades in E-Campus; prepared transcripts, diplomas, audit sheets, and academic documentation.. Performed data entry, evaluated records, tracked student progress, and created spreadsheets using Excel, Word, and PowerPoint.. Managed registration and scheduling; answered phones, routed calls, provided front-desk support, and coordinated documentation with finance and state boards.

Managed daily operations in a fast-paced customer-service environment; supervised and trained employees.. Coordinated workflow, managed inventory and records, handled customer concerns, and developed leadership and problem-solving skills.