D'Andre Tisino

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IT Support Engineer

Mercury Financial

Oct 2024 - Current (1 year 9 months)

• Provided remote and onsite technical support for Windows and Mac environments, ensuring high availability of end-user systems. • Managed user lifecycle operations, including account provisioning, de-provisioning, and access reviews across Active Directory, Azure AD, and Office 365. • Administered Workspace ONE for device enrollment and BYOD onboarding, ensuring compliance with organizational security policies. • Maintained access controls aligned with least privilege and RBAC principles, supporting secure access to systems and resources. • Applied patch management to ensure systems and applications remained up-to-date and secure. • Supported MFA, SSO integrations, and identity federation to strengthen authentication processes and se

Virtual Tech Support

Steno

Mar 2021 - Aug 2024 (3 years 6 months)

• Provided real-time technical support and troubleshooting for users during virtual sessions, ensuring secure access and functionality. • Implemented risk management practices by documenting, tracking, and mitigating security risks. • Managed user access and permissions for various online platforms, ensuring compliance with security policies. • Assisted clients in navigating and using the Steno Connect platform, addressing technical queries to enhance user experience. • Conducted user audits and log reviews to ensure proper access controls. • Maintained up-to-date knowledge of multiple online systems, ensuring efficient support and problem resolution. • Conducted quality assurance reviews and audits to ensure secure and optimal post-

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Systems Analyst IV

Texas Juvenile Justice Department

May 2020 - Oct 2024 (4 years 6 months)

• Managed user accounts and ensured secure integration across various internal and external applications. • Served as system administrator for over 30 enterprise applications, ensuring availability,s ecure integration, and alignment with agency standards. • Implemented effective change management strategies to enhance system security and operational efficiency. • Coordinated technical support and troubleshooting for application use and maintenance, improving system reliability. • Lead daily stand-up meetings to coordinate system support, report progress on any projects, and quickly resolve technical or operational issues • Collaborated with program management to define data entry, review, and maintenance protocols, ensuring alignment

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Help Desk Technician II

G Cubed Technology

Mar 2019 - May 2020 (1 year 3 months)

• Administered user accounts across multiple domains, managing authentication, roles, and permissions using Active Directory, • Provided IT support for the Center for Army Analysis (CAA), focusing on identity and access management tasks and ensuring consistent access control. • Led the onboarding and offboarding processes, ensuring secure transitions and compliance with organizational protocols. • Monitored and reviewed failed login attempts to detect threats. • Conducted security investigations and escalated incidents as needed • Provided technical support and troubleshooting for users, enhancing system security and functionality across the IT infrastructure.

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Application Support Specialist

Integral Consulting Services

Jan 2018 - Mar 2019 (1 year 3 months)

• Provided technical support via phone and email, assisting with user enrollment, account setup, and access issues. • Ensured secure browser configurations and the use of updated, compatible Adobe Readers, enhancing user access and security. • Administered technical assistance through the AVANTI/HEAT ticketing system, meeting daily SLA metrics. • Developed and documented procedures and guidelines to create a comprehensive office manual. • Cross-trained and supported multiple applications in a Help Desk/Call Center environment, focusing on identity and access management tasks.

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