Joseph Keh

Experience

• 

  SPI CRM INC.

  Sept 2007 - Mar 2014

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.• Interviews user to collect information about the problem and leads user through diagnostic procedures to determine source of error. Ensures the proper recording and classification of problems encountered.• Familiar with all client-specific programs and internal applications. Suggests an interim solution if the problem requires detailed examination.• Manages the escalation of problems to appropriate support units or solution providers for immediate action. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.• Monitors and records the progress and status of all cases assigned to him/her in the HPOV ticketing tool to ensure that the committed service-level is fulfilled.• Provides advanced computer assistance and maintenance support to end users. Administers the local area network. Troubleshoots and resolves multi-user computer systems and connectivity problems, including user access and component configuration.• Installs, tests administers, maintains, and troubleshoots client and server hardware, network operating system, and application software. Tests and debugs system configurations. Writes structured command language script, using relevant scripting languages to support systems.• Coordinates with 24x7 Helpdesk to ensure appropriate monitoring and handling of computer system issues. Responds to escalations, tickets, and alerts from the Helpdesk. Show less • Evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.• Handles multiple critical issues.• Interviews user to collect information about the problem and leads user through diagnostic procedures to determine source of error.• Ensures the proper recording and classification of problems encountered through HPOV ticketing tool.• Provides first-level (phone) support to users by offering set solutions to problems.• Familiar and able to support at least 75% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.• Installs, administers, tests, and maintains client hardware, operating system, and software.• Aids in customizing, upgrading, integrating, and testing hardware and software facilities for users.• Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security.• Installed and maintained software, hardware peripheral components such as monitors, keyboards, printers, copiers, network interface cards, and disk drives on user’s premises.• Doing Network Admin and Systems Administrator work such as: Troubleshooting of Network problems, Monitoring of network connectivity, see to it that there’s no amber light on the main frame servers located in the Data Center. Show less

  • Senior IT Specialist

    Oct 2013 - Mar 2014

  • I.T. Specialist 1 – I.T. Specialist 2

    Sept 2007 - Oct 2013
• 

  SPI CRM INC

  Apr 2014 - May 2018

  IT Security Engineer

  • Implement and maintain Information Security procedures to support the company’s Information Security Management Systems (ISMS).• Review regularly implemented process for compliance to information security standards.• Monitor and maintain levels of compliance to the Information Security elements of the IT Security Group• Review logs from SIEM, IPS and other security tools and provide analysis and remediation plan.• Conduct vulnerability scanning, source code scanning, port scanning and other security tasks using company tools (Qualys, GFI Languard)• Manages, maintain and administer security tools and appliances of the company (Sophos AV, McAfee Web Gateway, McAfee NSM, McAfee SIEM)• Conduct Information Security Awareness training to other IT teams• Participates in the creation of ISO Documents pertaining to the company’s ISMS• Ensure proper handling of assigned tickets by ServiceDesk• Coordinates with ServiceDesk to ensure appropriate monitoring and handling of any issues related to our group• Ensure all endpoint’s AV is always updated. Show less

• 

  Tenerity

  Apr 2018 - now

  • Security Engineer

    Jun 2023 - now

  • Senior Security Analyst

    Apr 2018 - now
• 

  Affinion Group

  May 2018 - now

  SOC Analyst