Technical Support Specialist / Accounts Management Resume

SUMMARY

Dynamic and motivated Tier I / Tier II Technical Support Specialist / Information Security Technician with exceptional time management and customer service skills with an understanding of complex information systems. Utilizes excellent supervisory skills, an extensive knowledge of managerial concepts and best practice strategies to provide superb support to customers and guide team members.
Well - versed Information Technology and Cyber Security professional with 10+ years of technological and supervisory experience with an active TS/SCI w/ CI Poly security clearance.
Excellent interpersonal and oral communication skills
Extensive knowledge of shift / team management and organizing skills
Clear, concise, and courteous communication skills
Strong ability to plan, delegate, and coordinate multiple tasks
Able to collaborate and effectively guide junior level staff
Skilled in using various software, web applications, networks, word processors, spreadsheets and database / alert management technology

PROFESSIONAL EXPERIENCE

Technical Support Specialist / Accounts Management

Responsibilities:

Troubleshoots, analyzes, resolves, tracks, escalates and accurately documents various technical problems.
Maintains expert knowledge of NIPRNet, SIPRNet, JWICS / COE, DoDIIS, VoIP, TANDBERG / VTC, Jabber and other mission essential networks / technology.
Resolves technical problems and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.
Provides friendly and professional guidance to customers for possible self-help solutions to common issues and Frequently Asked Questions.
Maintains expert knowledge of computers (thin and thick clients), laptops, window applications, classified network applications, and network hardware/infrastructure.
Performs queue management for optimal ticket resolution to adhere to contract SLAs.
Resolves every ticket at Tier 1 when possible; effectively troubleshoots at the Tier II level and/or escalates incidents to Tier III when required.
Assists customers through Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support.
Performs Shift Lead duties: ticket assignment, queue management, trains / oversees new support specialists, provides shift turn-over and maintains logs, reports outages and recurring problems, provides continuous communication with Watch Officer, etc.
Provides training to ensure friendly customer support and proficient ticket resolution to increase customer satisfaction and ensure SLA standards are met.

Information Security Technician

Responsibilities:

Reviews and trains shift personnel on company SOPs and issue resolution techniques.
Maintains working knowledge of systems security requirements standards, protocols and potential vulnerable areas to communicate requirements and “reasons why” to frustrated customers.
Monitors recurring issues and patterns through historical data and information management to provide several courses of action to support specialists.
Provides front line support to global customer base by providing assistance with unit onboarding / out processing through accounts management and security policies.
Collaborates with vendor, contractors, military, and government personnel for emergency and security maintenance/sustainment activities at the Tier II level.
Manages User Accounts on Active Directory and Exchange Management Console (creation, deletion, permissions, security policies, and member access).
Ensures compliance in customer cyber security and information control access in the creation, editing, routing, escalation, deletion, etc. of individual, group, or organizational accounts / distribution lists.
Reports and escalates all security violations of customers and support team in accordance with applicable regulations and solution documents.
Develop information standards for security violations / spillages; maintains database for security infractions.
Provides trend analysis and preliminary root cause assessment for recurring issues / outages to identify solutions that may reduce time to restore / resolve.

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