Niko Pjetri

Experience

• 

  Malwarebytes

  Sept 2017 - Dec 2017

  Technical Product Support Representative

  Support ranged from installation and functionality to resolving technical issues and malware removal. Used a variety of proprietary and third-party tools to isolate the point of failure or conflicting software. Issues addressed ranged from the following: compatibility issues, startup issues, Windows XP through Windows 10 compatibility, multiple security software conflicts, security exceptions, file mismatches, malware quarantining and cleaning. Support covered real-time protection, anti-exploit, anti-ransomware, malicious website protection, anti-malware, anti-spyware, anti-rootkit protection and protection from zero-day threats. Troubleshooting steps started by pulling .json logs using MB-Check and FRST tool and resolutions steps included using MB-Clean, fix lists, safe mode utilization, using known decryptions for ransomware, MS config/task manager monitoring and editing, event log errors, firewall rules, multiple security software exceptions editing, ADW cleaner and UAC setting. In several cases also used sandbox virtual machines to copy customer’s build with same OS and security software in order to troubleshoot malware removal tactics. Most software was accessible through web portal Okta including ticketing software Zendesk as well as other tools such as Cleverbridge, C360, Sovereign, HipChat and Honey otherwise used Open VPN when outside the network. Also suggested software and GUI change implementation through weekly meetings and cases forwarded to the development team. Show less

• 

  Kforce Inc

  May 2018 - now

  Various application support for 3000 users nationwide providing first call resolution in most cases and assigning tasks to other IT departments when additional support required. Assistance provided via phone, email and walk ups. Range of support ranging from new hire quick start to account suspensions and terminations. Wide range of privileges in Active Directory from password resets and account suspensions to assignment to various AD groups. Helping users running Windows 7 as well as 10 with all hardware and software including a full featured Office 365 suite. Other platforms supported include; ProofPoint spam filter, Cisco Jabber and voicemail, Cisco VoIP, WebEx, Adobe Products, Sharepoint Sites and Access, shared drive access and support, backups and restores, hardware hotswaps, remote support and Cisco VPN, multi-factor authentication as well as other security protocols, extensive Outlook troubleshooting and support as well as a range of proprietary software. Support also extended to Android and iOS mobile devices for email, calendar and VoIP integration. In my short tenure I have managed to take lead on several projects such as creating reference material as well as train two new team members. Show less

  • Security Analyst II

    Jul 2023 - now

  • Security Analyst

    Apr 2022 - Jul 2023

  • Systems Administrator II

    Jan 2021 - Jul 2022

  • Systems Administrator

    Aug 2019 - Jan 2021

  • Technical Support Representative

    May 2018 - Jul 2019