SUMMARY:

• IT Specialist with several years experience in support roles adapts quickly to new environments and rapidly acquires skills necessary to excel.
• Positive yearly performance evaluations in every position to date praise ability to learn quickly, work hard, research, and ask the right questions required in order to succeed. Performs as an active team player in order to quickly solve problems and implement long - term solutions.

SKILL:

• SharePoint
• Backup & Resture Utility
• Networking
• Testing
• MCP
• Data Processing
• McAfee Vulnerability Manager
• Tenable Nessus Vulnerability Scanner
• Microsoft Active Directory
• ITIL Foundations
• NIST Special Publication 800: 53 Rev. 3 & 4
• IT Risk Management Strategies
• Remedy Ticketing System
• Microsoft Office Suite
• Customer Support
• Testing
• CEHv8
• Security Analysis

PROFESSIONAL EXPERIENCE:

Confidential, Greenbelt, MD

Systems Security Analyst

Responsibilities:

• Tracked appliance customer scan request tickets and updated ticket information via Open-Source Ticket Request System (OTRS) and Excel.
• Managed inventory, secure configurations, system boundary and scope, audit logging checks, Elevated Privileges Management and Access
• Control, Vulnerability Management, Security Plan Review. Made hardware purchasing decisions, monitored server and workstation backups using Backup & Restore Utility (BRU) and rotated backup tapes daily, completed mandates in a timely manner, participated in weekly team meetings.
• Used McAfee’s Vulnerability Manager and Tenable’s Nessus Vulnerability Scanner for scan requests and IPv6 addresses, providing results to system administrators. Processed raw data, uploading information to centralized Enterprise-wide data warehouse supporting the reporting engine for IT Security data monthly.s
• Improved IT Risk Management strategies, successfully preparing subsystems for a third party audit
• Played integral role in the preparation of yearly system assessments, including current system data, preparing audit spreadsheet, gathering system and procedural documentation from administrators, participating in inbrief/outbrief process at both on- and off-site locations

Technical Specialist

Responsibilities:

• Recorded incidents and provided Tier 1 support for a variety of hardware and software issues including Microsoft Office, scanning, printing, digital rights management, and file recovery using Remedy ticketing system, acting as single point of contact for all IT and IS issues.
• Documented and tracked workstation relocation, user account creation and management requests, and requests. Assisted users with system policies such as session timeouts, password complexity, and mandatory change policies. Researched, evaluated, and provided feedback on problematic trends and patterns in customer support requirements. Met aggressive schedules in a fast-paced collaborative environment.

Confidential

Help Desk Manager

Responsibilities:

• Provided technical support to remote customers via phone, remote access, and email coordinating with Service Lead for tier 2 and 3 support and documenting the problem solving process including successful and unsuccessful decisions made through the final resolution. Maintained
• Help Desk Incident trouble ticket system (Remedy) and generated incident reports within the Remedy Action Request System. Prioritized incident tickets and escalated tickets to appropriate technicians and teams, performing post-resolution follow-ups.
• Monitored network tools and submitted daily status reports to senior management.
• Maintained working understanding of Joint Deployable Intelligence Support System (JDISS) products and website.

Confidential, Chantilly, VA

Test Engineer

Responsibilities:

• Designed and implemented testing methods, providing parameters for sample testing and documentation of test plans and results. Performed analysis of documented user requirements, refining and translating system requirements into applications prototypes by determining output media and formats.
• Created manual test cases, performed regression testing and sanity checks, documented conclusions, and analyzed results.
• Evaluated new application software technologies and worked with customers to test applications, assuring software and systems met stringent quality and information security standards.

Confidential, Washington, D.C

Active Directory Systems Administrator

Responsibilities:

• Created and managed end-user and administrator accounts using Microsoft Active Directory on JWICS network, including troubleshooting domain profile issues, migration, account modification, password resets.
• Created and revoked PKI s. Initiated and processed trouble tickets, working with other offices in order to resolve. Responded to customer requests via telephone, walk-in, and email.

Confidential, Washington, D.C

IT Specialist Tier 1

Responsibilities:

• Configured, troubleshot, diagnosed, and resolved hardware and software (COTS and non-COTS) and license application issues in response to customer reported incidents via telephone calls and remote assistance. Performed remote software installations, printer assistance, and basic
• Blackberry troubleshooting. Assigned tickets to Tier-2 and other customer service groups via ticketing software, informing customers of ticket status via phone call. Utilized Active Directory to perform domain password resets and profile re-creations for JWICS, SIPRNET, and NIPRNET networks.
• Researched, evaluated, and provided feedback on problematic trends in customer support requirements. Developed and managed customer service performance requirements, support policies, procedures, and standards ensuring the rigorous application of information security policies and practices. Provided customer .