MYRA SANTOS

4663 Shetland Way

Antioch, CA 94531
(Home) 925-779-9790
(Mobile) 925-305-3567
ms8d5d62@westpost.net
Senior IT Engineer
IT Security ~ Network & Systems Engineering/Administration
Over 18 years of experience in various information technologies including design
, administration and support of networks, servers, workstations, and voice. Rec
ognized at Agency.com for individually managing entire IT operations for its San
Francisco office as well as significantly reducing technical issue by implement
ing proactive maintenance routine on IT systems. Enhanced security using layered
approach. A quick learner; able to grasp and adapt to ever-changing technology
trends and IT security laws and legislation. An effective communicator with an
ability to convey information and ideas to technically-savvy and non-technical
users alike.
Core competencies include:
* Support & Infrastructure Management
* Vendor & 3rd Party Management
* Sarbanes Oxley Compliance
* Helpdesk Management
* Team Building and Leadership
* Budget & Cost Control
* Process Design & Implementation
* Service Level Agreements
* Backup & Disaster Recovery

CERTIFICATIONS
Cisco Certified Entry Network Technician (CCENT) - 2010
Certified Computer Examiner (CCE) - 2010
Certified Information Systems Security Professional (CISSP) - 2007
Microsoft Certified Systems Engineer (MCSE) - 1999
Employment Chronology
Systems Engineer, AGENCY.COM, San Francisco, CA 2001 to 2010
Part of a 17-person team that supports entire IT enterprise for multiple locatio
ns throughout the United States and the United Kingdom. Individually managed th
e San Francisco office (100+ users); implemented multiple security enhancements,
maintained equipment life cycle, procured all hardware/software, performed inst
allation, support, and proper disposal.
Decreased ticket volume and improved ticket turnaround time by documenting hardw
are/software configurations and resolving known issues affecting on-premise and
cloud services available to users.
Ensured data confidentiality, integrity and availability by maintaining protecti
on of trade secrets and confidential data using user's role as basis for assignm
ent of correct access control levels and regular backup of all servers.
Mitigated risk using layered approached by regularly applying security updates,
anti-virus signature, etc., on servers and workstations; removed malware, wrote
up documentation for other sites, and continuously performed risk analysis.
Ensured compliance of Sarbanes-Oxley and IT standards and procedures by conducti
ng routine hardware and software audits of IT equipment.
Inventoried location of PII and protected laptops subscribing to Lojack's remote
wipe in the event of the device being lost or stolen.
Conducted extensive analysis on cost and ROI to enhance and correct physical sec
urity measures.
Key Achievements
Researched and evaluated several anti-virus applications which led to replacing
Symantec with Sophos resulting in a significant decrease in virus attacks.
Earned reputation as the solver of anomalies after reverse engineering and fully
documenting blended threats on end user's workstations.
Increased protection to mobile users by standardizing a low-cost, two-factor aut
hentication by leveraging built-in biometric/fingerprinting available on HP lapt
ops and combining this with AD user account password requirement.
Partnered with office manager to create an Emergency Response Plan, preparing em
ployees for emergency situations.
Performed a risk analysis and suggested countermeasures; assisted with the imple
mentation of corporate IT standards and procedures.
Initiated first-ever "Security Awareness" training workshop which raised user aw
areness of malware, password vulnerabilities, social engineering, and email spoo
fing; provided tips for increasing security on users' home computers to reinforc
e internal protection of company's intellectual property based on current IT pol
icy pack.
RED SKY INTERACTIVE (now Agency.com), San Francisco, CA
1999 to 2001
Senior Network System Engineer
Played key role as the go to person in a 5-member IT team with a 99.999% client/
server uptime of IT infrastructure for 100+ users.
Performed installations, configurations, maintenance, and troubleshooting of lap
tops, desktops, servers, and network operating system software on workstations.
Resolved issues quickly and searched for available upgrades that prevented futur
e problems.
Coordinated setup for new employees; identified workstation needs as well as cre
ated user and email accounts and group memberships to ensure that appropriate se
curity access levels were accurate as dictated by the user's role.
Decreased helpdesk ticket volume, response time, and improved operations by trai
ning and mentoring junior IT staff, while guiding their career development track
.
J. WALTER THOMPSON INC., San Francisco, CA
1997 to 1999
Systems Engineer
Collaborated as member of a 4-person team of IT professionals to maintain and ad
minister 3 servers / 150+ user Novell network and corporate-wide email system re
sulting in improving server's uptime.
Migrated all network users from QuickMail to cc:Mail with minimal downtime by de
veloping training classes and easing the transition in applying users' knowledge
from one email system to the next.
Resolved end user issues with desktop, email and network connectivity; documente
d all maintenance and repaired actions to allow IT group to track and follow-up
on critical issues.
Implemented the latest Mac OS system in the Production Department, working close
ly with department heads to ensure zero downtime; improved users' system stabili
ty and users' production.
TECHNICAL SKILLS
Operating Systems:
Microsoft Windows Storage Server 2008, Microsoft Windows Server 2003, XP, Vista,
Cisco IOS, Linux, MAC OS X
Networking Protocols:
OSI model, Active Directory, LDAP, DNS, IIS, HTTP/S, TCP/IP, DCHP, S/FTP, SMTP,
VPN, NAT, VLAN, RAS, WLAN, PPTP, SSL, IDS/IPS
Software:
MS Exchange 2003, Postini, SMS/SCCM, VMware ESX, SQL, Blackberry Enterprise Serv
er, Symantec Anti virus Corporate
Edition, Ghost, Sophos, Atempo TINA, MS Outlook/Entourage email clients, and var
iety of user software including MS Office and Adobe Creative suite, FTK and X-wa
ys Forensic software
Hardware:
HP servers, NAS, RAID, Cisco routers / switches, Bluesocket, printers, PBX, PC a
nd Mac workstations
EDUCATION
Bachelors Degree in Liberal Studies, June 2005, CALIFORNIA STATE UNIVERSITY, Hay
ward, CA
Linkedin Profile
http://www.LinkedIn.com/in/MyraSantos