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Click here or scroll down to respond to this candidateCandidate's Name
Phenix City, ALPhone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLECitizenship: (US)Federal Experience: (Yes)Security Clearance: SecretOBJECTIVES: Technical-minded and hardworking professional seeking work options at your organization as an Information Technology Specialist (CUSTSPT) to diagnose and resolve customer related technical software and hardware problems in support of business objectives.PROFILE SUMMARYDiligent Information Technology Specialist proficient in identifying and solving problems, as well as making recommendations. Technically advanced Information Technology professional successful in software administration and data communications. A friendly and courteous individual who has exceptional customer service skills and the ability to network with others. A strategic and decisive thinker who thrives in a fast-paced environment. Excellent oral and written communication skills. A quick study who goes the extra mile to exceed expectations. Committed to quality and excellence.P R O F E S S I O N A L S K I L L SExcellent research, analytical, and problem-solving skills, with the ability to make well thought out decisions.Resourceful in the completion of projects, effective at multi-tasking; swiftly adapt to new technologies.Huge knowledge of terminology, practices, and procedures.Deep knowledge of computer control systems and network administration principles.Solid understanding of leadership planning and familiarity with the information technology process.Superior communication, interpersonal skills, and good organizational and time management skills.Knowledge of applicable industry and government standards for configuration management and data management.Administration of security essentials and technical support.Good knowledge of risk analysis and management techniques.Ability to manage and maintain security incident response, vulnerability management, and patch management processes.Monitor security devices to ensure the protection of networks, systems, and applications.Monitor information systems to improve performance and create a baseline of normal activity.Understand and apply information security policies, standards, and processes to ensure the confidentiality, integrity, and availability of security systems.Ability to conduct IT systems security assessment and reviews for compliance with established security standards, policies, procedures, and guidelines.Strong motivator/team player with effective and excellent planning, organizational, and negotiation strengths as well as the ability to lead, reach consensus, establish goals, and attain results.PROFESSIONAL EXPERIENCEIT Specialist (INFOSEC/CUSTSPT)Defense Health Agency, Fort Moore, Georgia09/2020- Present40 Hours/WeekDuties, Responsibilities, and Related Skills:Performs duties Help Desk functions and works with other specialists to prioritize and accomplish assigned tasks. Applies expert knowledge of dental software and hardware to provide functional and technical support. Provides technical assistance to functional users regarding equipment operation and maintenance and uses analytical techniques to test and analyze computer equipment malfunctions and software errors. Installs and troubleshoots hardware and software on a multitude of diverse computers, notebooks, printers and other peripherals. Ensures that all problems concerning personal computers, peripherals, and services are expeditiously resolved. Serves as the first line of direct automation support, receives tickets via Service Now (SNOW). Independently troubleshoots computer problems determining the nature of customer's problems, conduct research, provides answers or determines solutions to technical questions relating to suspected hardware/software or network failures. Provides analytical and evaluative duties related to personal computers for both software and hardware problems. Identify ADP equipment that should be replaced upon request and report to branch chief. Maintains count of equipment on hand for issue. Provides technical guidance, advice, and on-the-job training as well as assistance to customers and makes recommendations to them and other Customer Support Branch members. Coordinates support actions with user, management, contractor personnel, maintenance vendors, and higher levels as required. Support outlying and remote buildings in all hardware and software configurations and provides support requiring the technician to load/unload equipment and drive to remote sites when troubleshooting, upgrading, and setting up all types of microcomputer devices. Answer a variety of questions from users offering technical tips and common solutions to known problems to maintain user productivity. Ensure that security sheets are accurate and signed. Make sure computer data has been erased and/or hard drives formatted before turn-in for security purposes. Serves as principal point of contact on matters concerning automation equipment. Perform restore function archiving files for system users. Deletes or remove users who no longer need access to the system. Genesis Deployment Manage programs such as Automated Data processing Equipment (ADPE) life Cycle program and the Army Training Certification Tracking System (ATCTS). Install software, updates, drivers, and replacement parts for equipment. Support implementation of systems and networks. Apply basic knowledge of IA concepts, practices, and procedures. Install Microsoft office 365 and migrating user data and profile. Downloaded and uploaded files from SharePoint sites. Utilize Active Directory to locate information about desktops, laptops, and printers.Information System and Network AdministratorAlpha-Omega Change Engineering/CAE -MSI, Fort Bragg, NC09/2018 09/202040 Hours/WeekDuties, Responsibilities, and Related Skills:Provided support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc. Provided Tier 1 and Tier 2 problem identification, diagnosis and resolution of problem. Configured and managed Windows operating systems. Install/load operating system and application software. Troubleshooted, maintained integrity and configured network components along with implementing operating systems enhancements to improve reliability and performance. Integrated new technologies into new and existing systems including the migration of corporate systems. Provided detailed analysis and feedback to agency management and internal customers for escalated tickets. Provided recommendations to co-workers and managers regarding equipment, programming and networking capabilities. Configured software to conform to information assurance (IA) standards. Manage customer information technology (IT) environments (e.g., shared drive space, active directory, distribution lists, security groups) to meet user requirement. Employed BMC Remedy ticket system to accelerate tracking and escalation of customer issues. Provided advanced computer hardware and software support, as well as IT hardware and software procurement support. Provided complete technical support, including diagnosis, research, evaluation, installation, training, and maintenance. Provided support including analysis of network, peripheral, software, and hardware compatibilities associated with desktop PCs capable of running multiple, multi-tasking operating systems as well as diagnosing and resolving problem areas. Served as the focal point in the Division procurement of Information Technology hardware and software. Coordinates with vendors to obtain price quotes and appropriate purchase order documentation. Provides formal or informal training so that users understand the relationships of the system and are able to work with the system without undue interruption. Tests and analyzes computer hardware and software malfunctions to resolve physical and logical processing problems. Analyzes, evaluates, and resolves malfunctions by adjusting equipment configurations, realigning port allocations, recommending appropriate acquisitions, and distinguishing between equipment, software, and LAN installation Performed system backup and migrated data from the old to a new workstation. Offered technical support to users, troubleshoot errors and assisted with system login, email access, and software operability. Built professional relations with colleagues, cultivating cooperation and collaborations. Executed and completed all assigned duties without supervision while maintaining communication. Performed systems administration of desktop and server systems connected to local and wide area networks. Desktop system management responsibilities involving account monitoring, security, Operating System (OS) installation, and other local area system administration related functions. Answered phone and in-person inquiries from a wide variety of customers.Consolidated Service Desk TechTMR, Fort Bragg, NC03/2018 09/201840+ Hours/WeekDuties, Responsibilities, and Related Skills:Interfaced directly with supported end-users to provide hardware, software, network, and applications problem resolution. Resolved IT issues effectively and efficiently by analyzing, diagnosing, and documenting problems in desktop area, to include hardware and software interface with DOIM infrastructure, policies and communication. Prepared system documentation in accordance with DoD, agency, major command, and local standard. Clearly communicated via phone, portals, and instant messaging with end users and technicians. Summitted a variety of computer and network trouble tickets to higher levels of support. Serves as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 56,000+ customer enterprise. Maintained excellent standard of customer service, attending to 30+ phone calls daily while assisting with troubleshooting password and account issues in Active Directory. Troubleshoot, diagnose, document, and resolve technical issues surrounding, Windows 10, MS Office applications, email, other special applications, internet connections, and hardware/peripheral equipment. Resolves application issues by identifying disabled or unselected parameters, running repairs, and reinstalling software. Verifies protocols, attributes, and statuses are correct for users, such as SMTP or SIP. Documents, tracks, resolves, and reports on problems and work orders using Remedy Action Request database system. Experience with setup and troubleshooting of DNS, DHCP, AD, GPOs, software distribution methods, client management with SCCM or similar tools, and monitoring tools. Modifies, creates, and troubleshoots user accounts via Active Directory; submits changes to file management and peripheral devices via Remedy, escalating network incidents, and providing direct support to customers located throughout the world. Determines the problem and assign the task to the Desktop Support, Network Administration or System Administration Teams. Monitors secure and non-secure networks 24X7 and escalates incidents to system and network administrators for resolution. Answer IT inquiries from a wide variety of customers. Ensures that inquiries and problems concerning computer hardware and software service are expeditiously resolved. Provides technical assistance to current and potential users to minimize disruptions of computer operations. Participated in the initiation, coordination, and documentation of plans for items such as software, hardware, documentation, and version releases. Provided for system maintenance including backup, documentation, event logs, etc. Obtains user information regarding requests for access to the LAN. Analyzed current systems for compatibility and connectivity to the LAN. Analyzed and resolved desktop software and hardware failures remotely and through collaboration with technical experts. Applied proven methods and techniques to encrypt emails and map printers/network drives. Achieved a high customer satisfaction rate through timely resolution of problems and prompt responses to callsIT Support SpecialistInsight Global, Camp Lejeune, NC02/2018 03/201840 Hours/WeekDuties, Responsibilities, and Related Skills:Served as the principal point of contact, attending and addressing project issues. Directed imaging of new laptops, installed software and security measures, and created workstation names. Oversaw allocation of computers to an assigned organizational unit in Active Directory. Management to generate change requests for customers. Singlehandedly executed assigned duties in various sites without supervision. Verified BIOS version and settings and ensured workstation is prepared to receive image. Installs software and assists users in the installation and use of various software packages, both commercial off-the-shelf (COTS) and standard applications. Utilized automated tools to migrate WIN10 image. Troubleshooting failed installations and used other methods to install image (PXE, OSD/Boot Media, Hard drive image or drive swaps). Troubleshoot network, system and image issues and resolve before leaving user computer. Migrated user data using the user state migration tool (USMT). Validated user data after successful completion of migration. Provided Tier 1 and 2 support for issues. Participated in device collection, configuration, and upgrade of client endpoint devices. Ensured all steps were completed before and after Windows migration was successful. Worked with each client to help ensure checklist items were completed and that the system was issue-free. Responsible for receipt, configuration, and delivery of new equipment, where applicableOperations ManagerUnited States Army/Multiple Locations07/1996 11/201740 Hours/WeekDuties, Responsibilities, and Related Skills:Served as the Operations Advisor to Division Head and as the lead trainer for 67 personnel members. Oversaw $750k worth of Department equipment Managed and the deployment of three teams and equipment in support of Operation Enduring Freedom. Presented briefs, prepared reports, researched statistical data to resolve complex problems. Ensured staff successfully completed all required mandatory training. Conducted current and future operational analysis for health services report. Performs duties as the property book hand receipt holder for serviced organization.EDUCATION AND PROFESSIONAL DEVELOPMENTColumbia College Columbia, MOBachelor of Business AdministrationCERTIFICATIONSCompTIA Security+CompTIA A+Course Completion Certificate in Network and Systems Administration, 2018JOB-RELATED TRAININGNetwork FundamentalsUnderstanding of IT Asset ManagementSecurity Fundamentals |
