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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Neabsco Common Place #210 Woodbridge, Virginia 2219PHONE NUMBER AVAILABLE EMAIL AVAILABLEObjectiveHighly motivated professional seeking to obtain an Information Technology (IT)/Cybersecurity position within a global leading organization with experience in IT/Cyber customer service and tier helpdesk, policies, procedures, installation, configuration, operation, implementation and troubleshooting of communication equipment, systems and networks.Security ClearanceActive DoD SecretEducationSecurity+ CE (DoD 8570.01 IAT Level II Baseline Certification)98-349:MTA: Windows Operating System Fundamentals CertificationAssociate of Science, Information TechnologyNorthern Virginia Community College, Woodbridge, VAAssociate of Science, Business ManagementVirginia State University, Petersburg, VATechnical and Academic SkillsActive Security+ with competencies in network security, compliance and operational security, threats and vulnerabilities, application security, access control and identity managementTier Level Helpdesk/CybersecurityDatabase ManagementInformation Security for Data Integrity, Confidentiality and AvailabilityWebsite DesignFile management and Windows ExplorerComputer Network and InfrastructureProficient in Microsoft office suiteStrengthsAbility to handle projects and business workflows with minimal upper management oversightA team player with a keen eye for identifying and implementing process improvements within the vision and mission of the organizationA strong problem solving aptitude with effective verbal and written communication skillsDependable, reliable and accountable professional that excels in technical proficienciesDetailed oriented for accomplishing tasks on an individual, small group and overall organizational levelAcademic CourseworkAssociate of Science, Information Technology courses include: Introduction to Computer Applications and Concepts, Introduction to Telecommunications and Multimedia Software Design:oComputer concepts and internet skills that uses a computer software suite that includes word processing, spreadsheet, database, and presentation software to demonstrate skills required for computer literacyoSurvey data transmission systems, communication lines, data sets, network, interfacing, protocols and modes of transmission with an emphasis on network and operationsoTechnical fundamentals of creating multimedia projects with related hardware and software. Managing resources required for multimedia production and evaluation and techniques for selection of graphics and multimedia softwareEmploymentTier II Help Desk Technician October 2023 PresentProlim, RemoteTroubleshoot Office 365, Microsoft Teams, Exchange, Active Directory, SharePoint, and VPN issuesDeactivate/cancel certs and assign certs to smart cards.Provide technical support to clients via phone or email ensuring timely and effective resolution of IT issues.Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to Tier 3 support when necessary.Map network drives and printers.Ensure accurate and timely tracking of support assistance utilizing our help desk ticketing system.Track, record, and update incidents using Service Management.Reset users account passwords and unluck network account.Help Desk Engineer February 2023 August 2023Core-CSI, Alexandria, VAAchieves quality assurance operational objectives by providing desk side support and incident management for all enterprise incidents and timely return to service requirements for users and the enterprise. Responds to users' requests for assistance by phone and onlineReactivate and create new accounts for DoD personnel in DRRS as well as assigning new roles.Track, record, and update incidents using MS Excel spreadsheet.Provides Tier 1 and 2 support to end-users for PC, server or mainframe applications, and hardware.Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.Simulate or recreate user problems to resolve operating difficulties.Recommend systems modifications to reduce user problems.Recommend systems modifications to reduce user problems.Re-establish the new user profiles and drive mappings.Provide exceptional customer service by patiently assisting end-users through a complex process.Help Desk Technician April 2021 February 2023ValidaTek, Inc., McLean, VAAssists in maintaining and troubleshooting devices and systems, hardware, and softwareResponds to users' requests for assistance by phone and onlineProvides technical assistance and training to system users.Diagnoses hardware, software, and operator problems and takes remedial actions, escalates and/or recommends procedural changes.Operate independently to troubleshoot, resolve install, implement, maintain and tune operating systems, and computer operations automation softwareDesktop Support Technician March 2021 February 2022Insight Global (GDIT), Fort Belvoir, VAReview IT incident and/or work order tickets, resolve, update and/or reassign to the appropriate ticket group for end user resolution.Maintain trouble tickets from the Remedy ticketing system.Provide troubleshooting support of information systems applications.Provide customer support for DLA through Incident resolution for various IT systems, hardware, and applications.Assist in performing technical operation and testing of various types of fully integrated computer-based systems.Troubleshoot technical issues for end users remotely.Operate a wide variety of system components to include software.Operate independently to troubleshoot, resolve install, implement, maintain and tune operating systems, and computer operations automation softwareService Desk Analyst August 2020 February 2021Insight Global (GDIT), Falls Church, VAPerform troubleshooting, resolution or escalation of email requests applicationsResponsible for ensuring critical support issues are escalated as appropriate with internal and external sources to meet or exceed agreed upon service level agreement guidelinesProactively create, improve Knowledge Management Articles and adopt best practicesMaintain a conscious level of Situational Awareness to update peers, management and other TiersAdhere to department standards, service level agreements and process and proceduresPerform ad-hoc assignments not necessarily detailed in the job descriptionProvide first line response for users requiring assistance with information technology issues and problemsTrack issues to resolution updating the internal knowledgebase and/or communicating lessons learned with relevant business unitsKnowledge of the ITIL methodology, Incident Management, Problem and Change Management processesEscalate more involved problems to the appropriate Tier 2 and Tier 3 support teamsUpdate daily status reports and shift turnover reportsAct as a liaison between customers and technical escalation teams to provide a single view to the organization for information technology related problemsMobility Technician February 2020 July 2020Prime Technical Services (Leidos), The Pentagon, VAPerform provisioning/activation of iOS Mobile DevicesDownload and install Blackberry UEM Client and all accompanying applications to mobile devicesActivate and configure applications after download and installations are completeComplete activation process by installing certificatesConfigured Purebred on mobile devices to encrypt customer email accountsUtilize Remedy to assign, create, track, update, and close tickets related to service requestsPerform high level professional customer service for users turning in/picking up mobile devices IAW established trouble ticket proceduresDetect various types of compromises using the latest penetration testing and vulnerability scanning conceptsImplement secure network architecture concepts and systems design in accordance with infrastructure modeling best practicesInstall and configure identity and access services, as well as management controls in accordance with Department of Defense and Air Force policies and proceduresImplement and summarize risk management best practices and the business impact to the organizationInstall and configure wireless security settings and implement public key infrastructureService Desk/Cybersecurity Analyst July 2019 February 2020Phacil, LLC, Herndon, VAApply expertise to solve first level technical support issues for end users of the clients products and servicesUse automated information systems to analyze routine situations.Utilize the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or Remedy ticketing system.Complete supporting paperwork and data entry as required.Resolve problems or contact more senior technical support as necessary.Support users by fulfilling individual requests for information and/or training in the utilization of the various applications.Instruct users in the use of PCs and networks.Experience with Active DirectoryInstall, configure, and deploy network components while assessing and troubleshooting issues to support organizational IT securityArmed Security Officer July 2018 August 2020Allied Universal Security Services, Crystal City, VAProvide customer service for security relevant processes and issues which may arise on a daily basisTrained and certified in CPR and First AideComplete daily incident reports and following the incident process and procedure for all incidents occurring during the shift periodComplete standalone roving guard patrols to ensure buildings physical security posture is controlled and safeObserve and report any unusual activity to proper authorizes, in accordance with, the organization's security policies and proceduresOperate handheld radio frequency equipmentMonitor and answer incoming telephone calls per organization process and proceduresMonitor the building's main area to ensure personnel are properly identified and verified through physical badging and visitor escortingArmed Security Officer August 2015 April 2019Pentagon Force Protection Agency, Crystal City, VAProvide customer service for security relevant processes and issues which may arise on a daily basisTrained and certified in CPR and First AideComplete an hourly shift report and brief upper management daily on anomalies that occurred during the reporting periodComplete daily incident reports and following the incident process and procedure for all incidents occurring during the shift periodComplete standalone roving guard patrols to insure buildings physical security posture is controlled and safeObserve and report any unusual activity to proper authorizes, in accordance with, the organizations security policies and proceduresScreen building visitors using the latest physical security technology which includes x-ray scanners, wand-stick scanners and metal detectors security sensor scannersOperate handheld radio frequency equipmentMonitor and answer incoming telephone calls per organization process and proceduresMonitor the buildings main area to ensure personnel are properly identified and verified through physical badging and visitor escortingSecurity Officer March 2009 - August 2015Admiral Security Services, Bethesda, MDProvide customer service for security relevant processes and issues which may arise on a daily basisComplete incident reports for all incidentsComplete ground patrols to insure building is secureObserve and report any unusual activity to proper authoritiesCheck tenant access badgesOperate handheld radio frequency equipmentMonitor and answer incoming telephone calls per organization process and proceduresMonitor the buildings main area to ensure personnel are properly identified and verified through physical badging and visitor escortingData Entry Clerk January 2009 - March 2009American Diabetes Association, Alexandria, VAOrganized files and collected business data to be entered into the computer and databaseAnalyzed collected data for possible errorsReported problems with the collected data in accordance with company policies and proceduresAudited the information entered into the database for accuracy and accountabilityPerformed database and system backups for safeguarding company dataReferences available upon request |
