Profiles search
Juliana C.
Information Security Engineer
Boston, MA, United States
Details
Experience:
2022 : Present
Aquent
Information Security Engineer
• Establish a productive work environment for IT Support team members and promote effective and efficient problem resolution
• Lead and manage IT Support projects in an operational environment
• Coordinate and utilize resources for the IT Support team
• Develop and maintain IT Support procedures and processes
• Lead and mentor IT Support team members to develop customer support principles and best practices
• Model and promote effective time management skills for the entire team
• Work with engineering teams while planning the support of new information services and improving support for exiting services
2021 : 2022
Aquent
IT Support Manager
• Oversee and manage IT Support Engineers in Boston and hold them accountable for tasks and act as an escalation point
• Mentor and coach teammates (build skills and train team members)
• Participate in weekly patching meetings with the Chief Information Security Officer and other parties to review the security of internal systems in our SOC2 group/general end-users
• Utilize Kaseya VSA to manage Windows Patching and Policies and Third-Party Patching
• Plan and coordinate system upgrades/work on monthly Windows and macOS patching to ensure all endpoints are up to date on software
• Collaborate with the infrastructure team for improving processes and documenting policies
2020 : 2021
Aquent
IT Support Engineer Team Lead
• Respond to IT requests for internal staff throughout the company using Web Help Desk as a ticketing system and asset management platform
• Use JAMF/Casper Suite to manage Pre-DEP and DEP devices and policies
• Utilize Kaseya VSA to manage Windows Patching and Policies
• Process new account creations and account closures with Active Directory, Google Apps/G Suite Admin, Okta, and various other in-house applications
• Troubleshoot operating systems and software applications including, Windows, Mac OS X, Microsoft Office, Fuze, Dialpad, Sophos Endpoint, Sophos SafeGuard, Kaseya, and CrashPlan
• Procure, image, and process the shipment of equipment to end users using imaging with WinPE and Mac Zero Touch Deployment
• Help create and adhere to team documentation processes
2018 : 2019
Aquent
IT Support Engineer
• Utilized Zendesk to respond to IT requests in person, via phone, or through remote support tools and escalate problems and requests as needed
• Helped manage, setup, and maintain user accounts in Active Directory, as well as support the use of Windows Group Policies
• Supported the use of operating systems and software applications including, but not limited to, Windows, Mac OS X, Microsoft Office, Skype for Business, Dialpad, and Adobe applications
• Utilized Office 365/Exchange Admin to manage shared mailbox permissions, Skype for Business accounts, and mailbox delegations
• Procured, setup, and imaged new laptops, desktops, printers, smartphones and other peripherals using SCCM and InTune
• Diagnosed hardware problems, and perform and/or coordinate the repair of hardware
• Assisted with infrastructure support including : AV support, network support, cabling, etc.
• Acted as part of an on-call rotation, managing emergency support phone line on and off work hours
2016 : 2018
EF Education First
Technical Support Specialist
Aquent
Information Security Engineer
• Establish a productive work environment for IT Support team members and promote effective and efficient problem resolution
• Lead and manage IT Support projects in an operational environment
• Coordinate and utilize resources for the IT Support team
• Develop and maintain IT Support procedures and processes
• Lead and mentor IT Support team members to develop customer support principles and best practices
• Model and promote effective time management skills for the entire team
• Work with engineering teams while planning the support of new information services and improving support for exiting services
2021 : 2022
Aquent
IT Support Manager
• Oversee and manage IT Support Engineers in Boston and hold them accountable for tasks and act as an escalation point
• Mentor and coach teammates (build skills and train team members)
• Participate in weekly patching meetings with the Chief Information Security Officer and other parties to review the security of internal systems in our SOC2 group/general end-users
• Utilize Kaseya VSA to manage Windows Patching and Policies and Third-Party Patching
• Plan and coordinate system upgrades/work on monthly Windows and macOS patching to ensure all endpoints are up to date on software
• Collaborate with the infrastructure team for improving processes and documenting policies
2020 : 2021
Aquent
IT Support Engineer Team Lead
• Respond to IT requests for internal staff throughout the company using Web Help Desk as a ticketing system and asset management platform
• Use JAMF/Casper Suite to manage Pre-DEP and DEP devices and policies
• Utilize Kaseya VSA to manage Windows Patching and Policies
• Process new account creations and account closures with Active Directory, Google Apps/G Suite Admin, Okta, and various other in-house applications
• Troubleshoot operating systems and software applications including, Windows, Mac OS X, Microsoft Office, Fuze, Dialpad, Sophos Endpoint, Sophos SafeGuard, Kaseya, and CrashPlan
• Procure, image, and process the shipment of equipment to end users using imaging with WinPE and Mac Zero Touch Deployment
• Help create and adhere to team documentation processes
2018 : 2019
Aquent
IT Support Engineer
• Utilized Zendesk to respond to IT requests in person, via phone, or through remote support tools and escalate problems and requests as needed
• Helped manage, setup, and maintain user accounts in Active Directory, as well as support the use of Windows Group Policies
• Supported the use of operating systems and software applications including, but not limited to, Windows, Mac OS X, Microsoft Office, Skype for Business, Dialpad, and Adobe applications
• Utilized Office 365/Exchange Admin to manage shared mailbox permissions, Skype for Business accounts, and mailbox delegations
• Procured, setup, and imaged new laptops, desktops, printers, smartphones and other peripherals using SCCM and InTune
• Diagnosed hardware problems, and perform and/or coordinate the repair of hardware
• Assisted with infrastructure support including : AV support, network support, cabling, etc.
• Acted as part of an on-call rotation, managing emergency support phone line on and off work hours
2016 : 2018
EF Education First
Technical Support Specialist
Company:
Aquent
About
Former IT Support Manager excited to be starting in Information Security. Always focusing on improving both technical and leadership skills. Known to have a demonstrated history of adapting well to new tasks and challenges.
Always looking to gain knowledge by exploring areas and situations featuring ambiguous information to help expand my skills.
Profile Photo
