Cisco, Citrix, Lotus, Novell, Microsoft
Darnell McDonald
Security Team Lead
Munchen
Summary
Watchful professional offering comprehensive, hands-on experience identifying, investigating and responding to information security alerts. Expertise in searching through data-sets to detect threats and anomalies and administering metrics to maintain security processes and controls. Focused on helping businesses safeguard sensitive data from hackers and cyber-criminals. Ambitious Help Desk committed to formulating innovative solutions to challenges while optimizing processes. Polished in developing and implementing security plans and procedures and developing strategies to respond and recover from security breaches. Logical and analytical leader familiar with security tools and technologies such as firewalls and proxy servers. Dedicated Information Technology professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Reliable employee seeking Help Desk position. Offering excellent communication and good judgment. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Help Desk position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Service desk with over 10 years of experience in Information Technology. Excellent reputation for resolving problems and improving customer satisfaction. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
30
30
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
IT Security Engineer Team Lead
Securitas/ Amazon Web Services
Munchen
2017.08 - Current
- Applied leading theories and concepts to development, maintenance and implementation of information security standards, procedures and guidelines.
- Represented company's technical security interests to partners to provide bi-directional flow of technical information and best practices in information security.
- Provided consultation and technical services on all aspects of information security.
- Provided technical leadership focused on Security.
- Validated and verified system security requirements definitions and analyzed system security designs.
- Worked with business partners to balance requirements, security and risk reduction.
- Developed security metrics and technical analysis to give insight into performance and trends.
Hotel Chef
Westin Grand Hotel
Munchen
2015.12 - 2017.01
- Worked flexible hours across night, weekend and holiday shifts.
- Created plans and communicated deadlines to complete projects on time.
- Drove operational improvements which resulted in savings and improved profit margins.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Received and processed stock into inventory management system.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Participated in team-building activities to enhance working relationships.
- Led projects and analyzed data to identify opportunities for improvement.
- Saved Thousands by implementing cost-saving initiatives that addressed long-standing problems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
IT Services Desk Analyst
Randstad North America Technology
Houston
2014.04 - 2015.01
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VMware.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to type 2 technical support needs.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Submitted service tickets for equipment maintenance requests.
- Created plans and communicated deadlines to complete projects on time.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Led projects and analyzed data to identify opportunities for improvement.
IT Support Specialist
Randstad North America Technology
Houston, TX
2011.07 - 2014.04
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Updated software to safeguard against security flaws.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Managed backup and recovery of data assets to safeguard system availability.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Delivered onsite technical support for 10,000 employees.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Managed high levels of call flow and responded to 1 and 2 level technical support needs.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Submitted service tickets for equipment maintenance requests.
- Configured hardware and granted system permissions to new employees.
National Account IT Manager
Randstad North America / Sapphire Technologies
Houston, TX
2009.07 - 2011.07
- Worked with customers to understand needs and provide excellent service.
- Prepared variety of different written communications, reports and documents.
- Identified issues, analyzed information and provided solutions to problems.
- Maintained excellent attendance record, consistently arriving to work on time.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Collaborated with team members to achieve target results.
- Monitored company inventory to keep stock levels and databases updated.
- Used Microsoft Word and other software tools to create documents and other communications.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Received and processed stock into inventory management system.
- Delivered services to customer locations within specific timeframes.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
National Account IT Manager
Randstad North America
Denver, CO
2008.04 - 2009.07
- Worked with customers to understand needs and provide excellent service.
- Prepared variety of different written communications, reports and documents.
- Identified issues, analyzed information and provided solutions to problems.
- Maintained excellent attendance record, consistently arriving to work on time.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Collaborated with team members to achieve target results.
- Developed and maintained courteous and effective working relationships.
- Monitored company inventory to keep stock levels and databases updated.
- Used Microsoft Word and other software tools to create documents and other communications.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Saved $[Amount] by implementing cost-saving initiatives that addressed long-standing problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Delivered services to customer locations within specific timeframes.
- Received and processed stock into inventory management system.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
Area Sales Leader
Randstad North America
Houston, TX
2006.06 - 2008.04
- Collaborated with vendors and built effective partnerships devoted to capitalizing on emerging and sustainable sales opportunities.
- Hired, trained and managed sales staff and administered and implemented compensation plan to support area sales goals.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
- Developed innovative marketing campaigns to increase engagement with target demographic and drive brand exposure.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Exceeded targets by building, directing and motivating high-performing sales team.
- Hired, mentored and motivated sales professionals to service customer accounts and target metrics.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Created effective strategies to target new markets after researching and analyzing competitor behavior.
- Coordinated and conducted well-organized product presentations and demonstrations to potential customers at seminars and trade shows.
- Developed and implemented key account strategies and programs to optimize revenue contribution and return on investment.
- Collaborated with clients and distributors to create and promote new products.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Built lasting relationships with clients through outstanding customer service interactions.
- Managed and motivated sales team to increase revenue 210% .
- Executed proven strategies to hit sales quota and help company achieve goals.
- Introduced new products to meet customer demand and increase profits.
- Prepared sales presentations for clients showing success and credibility of products.
Outside Sales & Recruiting , Branch Manager
Randstad North America
Houston, TX
2006.03 - 2006.06
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Established new accounts through cold calling and personal visits to potential customers.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Created strategic brand building events to promote current product portfolio.
- Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
- Managed territory budget to support development of regional and territory leads.
- Utilized in-depth understanding of strategic sales processes to increase revenue.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Built strong client rapport to establish diversified network of connections.
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules.
- Established fair pricing structures and finalized contracts to complete purchase agreements with customers.
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
- Utilized expansive experience in HCM, technology, business equipment and software sales to provide product guidance.
- Drove business success by maintaining and applying current knowledge of sales, promotions and policies regarding payments, exchanges and security practices.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Contacted new and existing customers to discuss ways to meet needs through specific products and services.
- Performed required travel for training and scheduled events.
- Identified prospective customers by using business directories and following leads from existing clients.
- Contributed ideas and offered constructive feedback at weekly sales and training meetings.
- Kept detailed records of daily activities through online customer database.
- Negotiated prices, terms of sales and service agreements.
- Contributed to company revenue by securing $2 million per year in services sales.
- Met existing customers to review current services and expand sales opportunities.
- Exceptional computer skills
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Stayed current on company offerings and industry trends.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Outbound Sales (Business Solutions Advisor)
Gateway Business
Houston,TX
1993.06 - 2002.08
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Collaborated and communicated across organizational levels to derive new strategies for reaching broad range of customers and document progress.
- Made 80 cold calls per day resulting in client base growth by 105%.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
- Developed favorable customer service relationships and built new, robust customer bases.
- Conducted 80 outbound phone calls daily to reach potential clients and market Information Technology products and services.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Identified customers from previously untapped market sectors with innovative call strategy.
- Overcame objections using friendly, persuasive strategies.
- Contacted businesses via cold or warm calling to offer services relevant to industries or niches.
- Opened new accounts and documented personal, demographic and payment information in system.80
- Opened new accounts and documented personal, demographic and payment information in system.
- Generated minimum of 6 new leads each day
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Attained $230,000 in sales targets on monthly basis.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided information about available products and services, membership details and purchase advantages.
Education
Master of Science - Architectural And Building Technology
University Of Nebraska
Lincoln, NE 1988.08 - 1993.05
Skills
Password management
undefinedSoftware
Timeline
IT Security Engineer Team Lead
Securitas/ Amazon Web Services
2017.08 - Current
Hotel Chef
Westin Grand Hotel
2015.12 - 2017.01
IT Services Desk Analyst
Randstad North America Technology
2014.04 - 2015.01
IT Support Specialist
Randstad North America Technology
2011.07 - 2014.04
National Account IT Manager
Randstad North America / Sapphire Technologies
2009.07 - 2011.07
National Account IT Manager
Randstad North America
2008.04 - 2009.07
Area Sales Leader
Randstad North America
2006.06 - 2008.04
Outside Sales & Recruiting , Branch Manager
Randstad North America
2006.03 - 2006.06
Outbound Sales (Business Solutions Advisor)
Gateway Business
1993.06 - 2002.08
Master of Science - Architectural And Building Technology
University Of Nebraska
1988.08 - 1993.05
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