Information Assurance/Windows & Linux Desktop Support Resume

OBJECTIVE

Experienced and accomplished IT professional seeking a position in a stimulating and challenging environment leading up to advancement opportunities while contributing to the company’s success.

TECHNICAL SKILLS

Skills Hardware: PCs, Laptops, Telephony Systems, Printers/Copiers, Fax, Routers, Switches, Modems

Software: Microsoft Office Suite, Visual Studios, Java, Notepad++, SQL, SAP, FollowMe, Stars, Tempo, Avecto, QAD, ERP, Oracle, Mainframe, Active Directory, VMware, Cloud, Agile, ZenDesk, ConnectWise Visio, CATS, McAfee.

Network: LAN/WAN, Ethernet, TCP/IP, SNMP, DHCP, DNS, VoIP, LAN, WAN, VPN, FTP, HTTP(S), TLS/SSL, POP3, SMTP, IPS/IDS, SSH, IMAP4, SMTP

Diagnostic tools: PuTTY, HyperTerminal, Wireshark, Team Viewer, A - tools, SSH, CDM, RDP, Bomgar

Operating Systems: Windows, Windows Server, UNIX, Linux & MacOS

Ticket System: Scavenger, Service Central (Service Now), SolarWinds

Languages: Java, Html, CSS, C++, Batch, Python and SQL.

Other skills: Quickly learns and adapts new technology, successful in both team and self-directed settings, proficient in a range of computer systems, languages, tools and testing methodologies. Develops and strengthens relationships with staff, customers and partners

PROFESSIONAL EXPERIENCE

Confidential

Information Assurance/Windows & Linux Desktop Support

Responsibilities:

Performed inventory and commissioning of equipment throughout the facility. Coordinated with custodians to perform quarterly patches, audit and system hardening on desktop, servers, switches and routers.
Set up virtual environment to perform tests and scripts. Implemented and manage Linux team.
Created documents for procedures, troubleshooting and onboarding process for Linux and Windows team.
Assisted the Windows and Linux’s Help Desk.
Attended monthly training to improve and learn new skills.

Confidential

Bilingual Technical Support/Information Assurance

Responsibilities:

Assisted end users to implement hardware and software solutions, as well as assist them via telephone calls, email and chat to diagnose problems and performing troubleshooting activities.
Trained new and existing customers via onsite visits, in - house facility, and via web (such as WebEx).
Setup virtual environment such as VMWare and Virtual Box to perform tests on software and operating system. Installed and configured SQL on workstations and servers and created/edited queries and store procedures. Patch and configure Cisco and Juniper Switches with tools such as PuTTY and HyperTerminal .
Responsible for racking and configuring servers, clusters, domain controllers, switches, Digi/Moxa, cable management, modems, and print catchers. Follow DoD security standards, policies and procedures.
Perform vulnerability test using DoD vulnerability assessment tools such as ACAS, SCAP and STIG to test and maintain the network, computer and server security posture. Document step by step troubleshooting performed for each client on ticket system and created technical documentation (KBA) for troubleshooting purposes.
Participate in after-hours support for the production environment, including on-call support. This will include supporting patching and troubleshooting activities that must take place outside business hours.

Confidential

Sr. Desktop Technician

Responsibilities:

Provide exceptional customer service while carrying out daily IT-related duties
Daily responsibilities included providing costumer service to a minimum of 3 chats (Clients) or more at a time and utilizing the ticket system Service Now.
Some of the day to day troubleshooting consists on Windows, Mac, Microsoft Office Suite, Citrix, Matlab, QADS, photoshop, encryptions, Smart Cards, Tokens, FollowMe, local and network printer, IPS, McAfee, mobile devices, SCCM, AirWatch, etc.
Assist and guide Specialized Point of Contact (SPOC) and coworkers with IT-related issues and Knowledge Base Articles (KBA) information and assisted with additional new hire training.

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