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Technical Support Specialist Resume

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Westland, MI

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TECHNICAL SKILLS

  • Digital forensics
  • Network forensics
  • Applied cryptography
  • Malware and reverse engineering
  • C++ programming
  • Risk - vulnerability analysis
  • Systems analysis and design
  • Cloud computing
  • Microsoft office suite
  • Pfsense
  • Wireshark
  • OSI network model
  • Nmap
  • Penetration Testing
  • Database management and security
  • Windows security and administration
  • Linux security and administration
  • Cyber-crime investigation
  • Policy development and implementation
  • Incident response
  • PC hardware repair
  • Laptop repair
  • Snort
  • Splunk
  • IDS/IPS
  • VMware workstation
  • Accessdata FTK imager
  • Windows active directory

PROFESSIONAL EXPERIENCE

Technical Support Specialist

Confidential - Westland, MI

Responsibilities:

  • Inventory project manager for IT department
  • Project manager for deploying new computers for windows 7 end of life upgrades.
  • Monitored camera feeds of multiple locations throughout the city including the mayor's office and the police station.
  • Managed and maintained multiple servers
  • Responsible for answering phone queues within service level agreements and company standards.
  • Gathered end-user’s information and determined their issues by using a predefined set of troubleshooting steps.
  • Used the support ticketing system to document all support call information according to the standard operating procedures.
  • Installed and setup audio and video equipment for city events.
  • Monitored service boards and group email inboxes and responded to customer queries or their issues.
  • Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

IT Systems Analyst

Confidential

Responsibilities:

  • Assisted in managing a small part of the network and setup new windows server systems on the network as instructed for incoming students
  • Monitored and helped others in the computer lab
  • Diagnosed, repaired and replaced hardware as required to keep the lab operating
  • Responsible for troubleshooting everything in the computer lab while helping all lab users with issues
  • Consulted and reported all issues I wasn’t able to handle alone to my supervisor

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