Emmanuel's Resume

Emmanuel

IT Support Specialist(Cepheid)

Nationality

IT Support Specialist(Cepheid)
Ovation Workplace Services
2025.01-Current
(2 years)
3 years 6 months (1 year 6 months) Lead daily IT operations for endpoint provisioning, imaging, and secure configuration of Windows and macOS devices across multiple departments, enforcing corporate hardening standards and identity controls. Manage asset assignment, inventory accuracy, device lifecycle, and vendor coordination to reduce misconfiguration risk and ensure continuous operational readiness across the environment. Direct advanced troubleshooting and remediation for docking stations, multi-monitor setups, MFA/MDM agents, VPN connectivity, and peripheral integrations. Execute forensic-style OS diagnostics (SFC, CHKDSK, DISM), mentor junior technicians on secure triage practices, and escalate systemic issues with prioritized, actionable recommendations to engineering and leadership. Oversee physical and network infrastructure tasks including printer provisioning and IP management, access point mapping, Ethernet patching, shell swaps, and e-waste processing. Standardize runbooks and documentation for onboarding/offboarding, reduce mean time to resolution for hardware incidents, and coordinate cross-team workflows to maintain secure, auditable device management.
Infosec Consultant(Cepheid)
Ovation Workplace Services
2024.03-2024.12
(10 months)
Lead the investigation, response, and full remediation of security events, incidents, and vulnerabilities by coordinating with cross-functional teams, guiding junior analysts, and driving root-cause analysis. Ensure timely containment, strengthen preventive controls, and communicate risks and resolutions to stakeholders to enhance overall security posture and maintain operational resilience across the enterprise. Implemented a global Multi-Factor Authentication (MFA) solution over a 1 year project, across the enterprise, securing over 1500 shared computers and more than 4000 users, significantly enhancing identity protection and reducing unauthorized access risks. Installed, configured, and troubleshot MFA agents, Bluetooth pairing, login logic, and workstation compatibility. Directed incident response for MFA authentication failures, device misconfigurations, and access anomalies. Collaborated with engineering teams to enhance policies, refine operational standards, and build sustainable workflows. Delivered executive-ready insights capturing systemic issues, root causes, and mitigation plans to ensure adherence to corporate security standards and minimize operational disruptions. Championed operational security improvements by proactively identifying MFA weaknesses, analyzing user behavior trends, and implementing large- scale preventative measures. Worked with IT, InfoSec, and compliance stakeholders to align deployment strategies with corporate security goals. Improved security maturity by standardizing MFA configurations and documenting enterprise best practices for long-term operational resilience.
IT Support Specialist(Cepheid)
Ovation Workplace Services
2023.01-2024.03
(a year)
(1 year 3 months) Directed secure deployment and configuration of enterprise Windows and macOS endpoints, ensuring compliance with hardening standards, identity protections, and security baselines. Liaised between IT, InfoSec, and end users to resolve complex system issues, maintain asset inventory accuracy, and support hybrid workforce operations. Strengthened endpoint protections by identifying configuration gaps and recommending systemic improvements. Oversaw lifecycle processes for hundreds of enterprise devices including imaging, provisioning, asset tracking, and retirement. Standardized equipment workflows and documentation while training peers to improve operational consistency. Ensured secure device onboarding across VLANs and networks by performing configurations, validating access, and escalating risks appropriately. Led advanced troubleshooting initiatives involving drivers, firmware, MFA agents, M365 authentication, VPN issues, and network printer operations. Conducted forensic-style OS diagnostics using SFC, CHKDSK, and DISM to maintain system integrity and reduce recurrence. Communicated findings and long-term recommendations to leadership to enhance endpoint reliability and security.
Information Security Analyst(Cepheid)
SATCON Inc
2020.07-2022.12
(2 years)
(2 years 6 months) Led investigations and remediation operations for security alerts, malware infections, and endpoint vulnerabilities while coordinating with SOC, IT, and engineering teams. Mentored junior analysts, conducted pattern analysis, and directed containment strategies. Authored incident summaries and risk reports for leadership to strengthen security readiness and ensure alignment with NIST, ISO, and HIPAA compliance frameworks. Oversaw organization-wide security gap assessments identifying privilege escalation risks, unauthorized software, and misconfigured systems. Directed a global initiative restricting local administrator rights and unapproved installations, significantly reducing the attack surface. Partnered with compliance teams to validate the effectiveness of implemented controls and maintain ongoing audit readiness. Led creation of comprehensive SOPs, incident response playbooks, and workflow enhancements to drive consistency across security operations. Evaluated vulnerabilities, recommended remediation strategies to leadership, and partnered with engineering teams to orchestrate systemic improvements. Enhanced team efficiency by standardizing evidence collection and documentation protocols for audits and investigations.
IT Service Desk(Stanford Health Care)
Apex Systems
2020.03-2020.06
(4 months)
Led patient technical support for Epic/MyHealth platforms by resolving authentication errors, identity verification barriers, and video visit failures. Ensured HIPAA-compliant handling of sensitive information and guided patients through secure access workflows. Coordinated with clinical teams to minimize appointment disruptions and maintain high service reliability under demanding and emotionally sensitive conditions. Managed escalations involving portal outages, critical access issues, and complex patient support needs. Coordinated with IT and clinical teams to restore services quickly while maintaining clear and empathetic communication. Identified recurring issues, documented process gaps, and recommended workflow improvements to enhance service quality and strengthen patient technical support protocols.
IT Intern
City of San
2018.10-2020.02
(a year)
1 year 5 months (1 year 5 months) Developed PowerShell automations to extract AD security groups, nested permissions, and access structures, supporting audit readiness and security reviews. Built advanced Excel-based reporting tools used by analysts to perform access analysis. Partnered across departments to troubleshoot permission discrepancies and enforce least-privilege access controls for city employees. Supported VPN provisioning, file-share permission adjustments, and authentication troubleshooting for city staff. Coordinated with security and IT teams to remediate access issues and improve system reliability. Participated in server decommissioning, assisted with email system configuration, and documented workflows to improve continuity across municipal IT operations. Performed foundational network infrastructure support including cable tracing, patching, switch-port verification, and endpoint diagnostics. Assisted with ticket triage, escalated security issues, and supported device setup across desktops and mobile applications. Improved operational efficiency by enhancing procedural documentation and supporting multi-departmental technical initiatives.
Information Technology Intern
City of San José
2018.10-2020.02
(a year)
(1 year 5 months) Developed PowerShell automations to extract AD security groups, nested permissions, and access structures, supporting audit readiness and security reviews.
Sales Associate
Fry's Electronics
2016.07-2019.06
(3 years)
Conveyed concise and accurate knowledge to help customers’ problems. Assisted customers with computer parts and network equipment. Provided great customer service.