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Elizabeth Lukac
Information Security Analyst at EDGECo Holdings, LP
Coraopolis, PA, United States
Details
Experience:
- Coordinated with the Director of Information Security to develop and maintain IT security policies, architecture, and security across the organization
- Created policies, standards, guidelines, and security awareness campaigns for associates to follow related to IT Security and protecting corporate assets
- Performed Risk Assessments on servers, network and confidentiality of data and potential breaches
- Researched quarantined emails to approve or deny requested release to the email, reviewing the authentication on the emails to verify that the emails were safe to release
- Researched phishing emails to block email addresses, domains, or IP addresses when emails were determined to be a threat; added internal users to the impersonation policy if they were spoofed on phishing emails; queried and purged similar emails in the system through KnowBe4 console or PowerShell.
- Initiated retention policy in O365 to follow compliance regulations in our company, and applied to entire tenant
- Implemented and supported Conditional Access policies, Mobile Application Management for personal devices, Intune.
- Managed Sophos and Cisco AMP administration, maintaining policies, addressing alerts, and setting up encryption policies to enforce bitlocker
- Developed and promoted standard operations documentation such as procedures, checklists, Knowledge Base Articles, and user instructions
- Identified security risks to our O365 environment and services and suggested mitigation solutions
- Identified Identity and Access Management issues; and implemented an audit of user access rights
- Implemented data protection technologies such as Microsoft Data Loss Prevention, Sophos Central Peripheral Control, Bitlocker, Microsoft Office 365 Mobile Application Management, and Password Vault solution for IT personnel
2020 : Present
EDGECo Holdings, LP
Information Security Analyst
-Interviewed for Service Desk and Desktop positions. Assisted with Service Desk structure plans to create an ITSM based department.
-O365 Administration, including assisting network engineers with migration and assisting with security protocols
-Demoed, proposed and provided cost-benefit analyst for service desk ticketing system, asset management, patch management, and MDM solutions
-Sophos administration, maintaining policies, addressing alerts and setting up encryption policies to enforce bitlocker
-Manage and maintain infrastructure including Active Directory, phone system, and security access to buildings
-Maintain accurate and current inventory of all organization’ software licenses and computer equipment
-Maintain equipment budget and projected budget planning.
-SME for Microsoft Teams, held company wide trainings and created training videos for organization
-Handle onboarding and offboarding setup of equipment, software, account creations, and access for employees.
-Windows 10 upgrades, imaging, and deployment for internal employees
-Built and maintain documentation for Knowledge Base related to customer support, desktop support, and security software functions.
-Provide support to Brokers, their clients and internal employees for Stock Market related websites, applications, and systems.
-Troubleshooting highest priority tickets for an internal Trading application based on Windows Services that was used to upload and download trade files in real time
-Process the Tech related Charges/Credits from Fidelity and processed the monthly billing statement for accounting and executive team.
-Responsible for monitoring backups for FINRA regulated share drives, and assisting with recovery and deletions
-Installation, upgrade, and troubleshooting of proprietary software that processes trade files externally with brokers
-Work with a Fidelity company on new issues that arose during system updates and help determine what system processes needed to be updates.
2018 : 2020
Mid Atlantic Capital Group, Inc.
Application Support Specialist/Desktop Technician
-Help Desk Technician assisting end users through inbound calls or chats and outbound calls, while working with Managed Service Providers, Level 2 Technicians and Network Operation Team to resolve issues.
-Provided quality remote desktop support, utilizing an array of technologies to provide end to end support.
-Troubleshot email problems, printer issues, networking, password resets, web browsers, ran performance checks and virus scans, mobile device setup, and installed and uninstalled software for users.
-Setup new accounts via Active Directory, Exchange Management Console, and Office 365 Admin Console.
-Provided basic administrations of user accounts and groups.
-Directed workflow of tickets, as well as taking ownership of and tracking issues until resolution.
-Recorded detailed information into Service Desk ticketing system and knowledge base.
2017 : 2018
Continuum
Help Desk Technician
Organized and started a Service Desk for a company of over 3000 North American and Latin American users.
Managed and administered the Knowledge Base system. Wrote edited and published articles. Reached out to Knowledge Owners for updates on articles. Completed user management in the KB system.
Trained and mentored help desk analysts. Scheduled staff. Monitored and evaluated performance. Personally managed majority of trouble tickets each month.
Implemented procedural changes and training policies to increase first call resolution.
Increased productivity of the team exceeding Call Answer Rate and Abandon Call Rate while adding responsibilities to the team and reducing the workforce.
Assisted with Mobile Device Management; including enrolling devices, assisting with setup, and troubleshooting Android and iDevices.. centralized print system (Ricoh) setup and admin support. Provided Remote Desktop Support and third level technical support.
Complied management reports for SLA agreements, completed employee performance reviews, tracked attendance and vacation time, and interviewed for new team members.
Held and attended SLA meetings, quarterly performance reviews and various meetings with contracted clients to discuss options in service as the vendor.
Wrote project scopes and completed projects, maintaining reporting spreadsheets and timesheets for billing.
Troubleshot hardware, software and connectivity issues through remote connection; mainly working with such applications as Outlook, SAP, Lotus Notes, Office Products, VPN, Citrix, Active Directory and Windows Operating Systems
Escalated issues as needed and maintained communication with technical teams.
Extensively utilized Remedy like system to record and track issues, LanDesk for software installations and remote access, Active Directory to reset passwords and unlock user accounts, SAP systems to reset user passwords, and Cisco admin tool to reset voicemail passwords.
2016 : 2017
Pomeroy
North American Service Desk Team Lead / Knowledge Admin
Provided first-level technical support of over 15,000 users in a global company.
Troubleshot hardware, software and connectivity issues through remote connection; mainly working with such applications as Outlook, SAP, Lotus Notes, Office Products, VPN, Citrix, Active Directory and Windows Operating Systems
Escalated issues as needed and maintained communication with technical teams.
Extensively utilized Remedy like system to record and track issues, LanDesk for software installations and remote access, Active Directory to reset passwords and unlock user accounts, SAP systems to reset user passwords, and Cisco admin tool to reset voicemail passwords.
2014 : 2016
Pomeroy
Help Desk Analyst / Help Desk Analyst Tier 2
- Created policies, standards, guidelines, and security awareness campaigns for associates to follow related to IT Security and protecting corporate assets
- Performed Risk Assessments on servers, network and confidentiality of data and potential breaches
- Researched quarantined emails to approve or deny requested release to the email, reviewing the authentication on the emails to verify that the emails were safe to release
- Researched phishing emails to block email addresses, domains, or IP addresses when emails were determined to be a threat; added internal users to the impersonation policy if they were spoofed on phishing emails; queried and purged similar emails in the system through KnowBe4 console or PowerShell.
- Initiated retention policy in O365 to follow compliance regulations in our company, and applied to entire tenant
- Implemented and supported Conditional Access policies, Mobile Application Management for personal devices, Intune.
- Managed Sophos and Cisco AMP administration, maintaining policies, addressing alerts, and setting up encryption policies to enforce bitlocker
- Developed and promoted standard operations documentation such as procedures, checklists, Knowledge Base Articles, and user instructions
- Identified security risks to our O365 environment and services and suggested mitigation solutions
- Identified Identity and Access Management issues; and implemented an audit of user access rights
- Implemented data protection technologies such as Microsoft Data Loss Prevention, Sophos Central Peripheral Control, Bitlocker, Microsoft Office 365 Mobile Application Management, and Password Vault solution for IT personnel
2020 : Present
EDGECo Holdings, LP
Information Security Analyst
-Interviewed for Service Desk and Desktop positions. Assisted with Service Desk structure plans to create an ITSM based department.
-O365 Administration, including assisting network engineers with migration and assisting with security protocols
-Demoed, proposed and provided cost-benefit analyst for service desk ticketing system, asset management, patch management, and MDM solutions
-Sophos administration, maintaining policies, addressing alerts and setting up encryption policies to enforce bitlocker
-Manage and maintain infrastructure including Active Directory, phone system, and security access to buildings
-Maintain accurate and current inventory of all organization’ software licenses and computer equipment
-Maintain equipment budget and projected budget planning.
-SME for Microsoft Teams, held company wide trainings and created training videos for organization
-Handle onboarding and offboarding setup of equipment, software, account creations, and access for employees.
-Windows 10 upgrades, imaging, and deployment for internal employees
-Built and maintain documentation for Knowledge Base related to customer support, desktop support, and security software functions.
-Provide support to Brokers, their clients and internal employees for Stock Market related websites, applications, and systems.
-Troubleshooting highest priority tickets for an internal Trading application based on Windows Services that was used to upload and download trade files in real time
-Process the Tech related Charges/Credits from Fidelity and processed the monthly billing statement for accounting and executive team.
-Responsible for monitoring backups for FINRA regulated share drives, and assisting with recovery and deletions
-Installation, upgrade, and troubleshooting of proprietary software that processes trade files externally with brokers
-Work with a Fidelity company on new issues that arose during system updates and help determine what system processes needed to be updates.
2018 : 2020
Mid Atlantic Capital Group, Inc.
Application Support Specialist/Desktop Technician
-Help Desk Technician assisting end users through inbound calls or chats and outbound calls, while working with Managed Service Providers, Level 2 Technicians and Network Operation Team to resolve issues.
-Provided quality remote desktop support, utilizing an array of technologies to provide end to end support.
-Troubleshot email problems, printer issues, networking, password resets, web browsers, ran performance checks and virus scans, mobile device setup, and installed and uninstalled software for users.
-Setup new accounts via Active Directory, Exchange Management Console, and Office 365 Admin Console.
-Provided basic administrations of user accounts and groups.
-Directed workflow of tickets, as well as taking ownership of and tracking issues until resolution.
-Recorded detailed information into Service Desk ticketing system and knowledge base.
2017 : 2018
Continuum
Help Desk Technician
Organized and started a Service Desk for a company of over 3000 North American and Latin American users.
Managed and administered the Knowledge Base system. Wrote edited and published articles. Reached out to Knowledge Owners for updates on articles. Completed user management in the KB system.
Trained and mentored help desk analysts. Scheduled staff. Monitored and evaluated performance. Personally managed majority of trouble tickets each month.
Implemented procedural changes and training policies to increase first call resolution.
Increased productivity of the team exceeding Call Answer Rate and Abandon Call Rate while adding responsibilities to the team and reducing the workforce.
Assisted with Mobile Device Management; including enrolling devices, assisting with setup, and troubleshooting Android and iDevices.. centralized print system (Ricoh) setup and admin support. Provided Remote Desktop Support and third level technical support.
Complied management reports for SLA agreements, completed employee performance reviews, tracked attendance and vacation time, and interviewed for new team members.
Held and attended SLA meetings, quarterly performance reviews and various meetings with contracted clients to discuss options in service as the vendor.
Wrote project scopes and completed projects, maintaining reporting spreadsheets and timesheets for billing.
Troubleshot hardware, software and connectivity issues through remote connection; mainly working with such applications as Outlook, SAP, Lotus Notes, Office Products, VPN, Citrix, Active Directory and Windows Operating Systems
Escalated issues as needed and maintained communication with technical teams.
Extensively utilized Remedy like system to record and track issues, LanDesk for software installations and remote access, Active Directory to reset passwords and unlock user accounts, SAP systems to reset user passwords, and Cisco admin tool to reset voicemail passwords.
2016 : 2017
Pomeroy
North American Service Desk Team Lead / Knowledge Admin
Provided first-level technical support of over 15,000 users in a global company.
Troubleshot hardware, software and connectivity issues through remote connection; mainly working with such applications as Outlook, SAP, Lotus Notes, Office Products, VPN, Citrix, Active Directory and Windows Operating Systems
Escalated issues as needed and maintained communication with technical teams.
Extensively utilized Remedy like system to record and track issues, LanDesk for software installations and remote access, Active Directory to reset passwords and unlock user accounts, SAP systems to reset user passwords, and Cisco admin tool to reset voicemail passwords.
2014 : 2016
Pomeroy
Help Desk Analyst / Help Desk Analyst Tier 2
Company:
EDGECo Holdings, LP
About
Experienced Desktop Technician with a demonstrated history of working in the financial services industry. Skilled in Contact Centers, Customer Experience, Troubleshooting, Training, and Wireless Technologies. Strong information technology professional with a Associate's degree focused in Cyber Security from Community College of Allegheny County.
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