Objective:

To obtain a full-time entry-level position in Information Security as a Information Security Specialist that will provide opportunity to enhance my technological and security risk awareness.

Relevant Experience:

Confidential

IT Support Specialist

• Provides computer help desk and on site assistance to end users in troubleshooting and resolving computer programs, utilization, or modification issues.
• Duties include troubleshooting, configuring, and installing the following: Windows OS, Internet Explorer, Microsoft Office Suites, Microsoft Outlook, network connectivity, proxy server issues, subject matter expert for Kaspersky Anti-virus, Sophos encryption and Bitlocker encryption on laptops, USMT migration of user data, HP, Sharp, Canon, and Xerox MFP printers, and enable hardware virtualization in accordance with project and operational requirements.
• Manage Kaspersky Anti-virus console. Oversee 250 desktop and laptop computers to make sure pc environment is up-to-date with scans and updates.
• Installs and configures workstations and operating systems. Manages desktop problems to insure timely and complete resolution.
• Setup, install, upgrade, maintain, troubleshoot, and modify computer hardware and software for personal desktop computer systems and laptops to best meet the end user needs.
• Document issues and resolutions in CA service desk ticketing system.
• Troubleshoot Citrix Receiver remote connection issues.
• Restore and back up images with Ghostcast server.
• Install and configure Avaya phones.
• Create user accounts in Active Directory.
• Create mailboxes, grant full and send permissions in Microsoft Exchange.
• Lumension Patch Management - Upgrade/patch windows updates and third-party applications for on-site and disaster recovery site.
• Provide remote support with GotoAssist software.
• MaaS 360 mobile device management software for Ipad, Iphone and Android devices.
• Onboarding and Offboarding of internal and external users.
• Member of software upgrade deployment team. Attend monthly deployment meetings and conduct software upgrade installs on required departments computers.
• Conducts research of technical materials, professional journals, publications and vendor materials to maintain and update knowledge of the information technology field, complete assigned or special assignments, review and recommend additional modifications, upgrades or new software and hardware to meet the needs and improve the efficiency and effectiveness for the company.
• SME Kasperksy Management Console - anti-virus for desktops/laptops.
• Assistant SME Lumension Patch Management

Confidential

IT Support Specialist

• Provide Tier 2 helpdesk and desktop support for users employing a high degree of customer service.
• Responsible for effective installation, configuration, operation, maintenance of computer hardware, software, and related infrastructure. Duties include troubleshooting, configuring, and installing the following: lan devices, network printers, all-in-one printers, Windows OS, Internet Explorer, Microsoft Office Suites, network connectivity, server administration, email clients, edit host files, TS Gateway setup, computer certificates, services, settings, directories, deployment of Kaspersky Anti-virus, and enable hardware virtualization in accordance with project and operational requirements.
• Document issues and resolutions in OS ticket database application. Research and recommend innovative and where possible automated approaches for system administration tasks.
• Upgrade and configure system software and hardware that supports applications per project or operational needs. Ensure technical and functional designs meet business requirements.
• Provide user training for Microsoft Office, Google Mail, and SX.e database.
• Unlock and reset user accounts and passwords in Active Directory.
• Create users and groups in Active Directory.
• Create backups to Network Attached Storage NAS devices and network share drives.
• Remote access with users through RDC, Logmein, TeamViewer, and Join.me software.
• System administration duties using Linux command line.

Confidential

IT Support Analyst

• Provided courteous IT support in high volume call environment to guest for over 2,000 Hilton Hotels nationwide.
• Responsible for documenting issues and resolutions using Remedy ticket system.
• Configured wireless and network settings for guest on the hotel side as well as PC side.
• Assisted customers with 3rd party software such as VPN, firewall settings, and other security settings. Enabled and/or configured TCP/IP settings on Windows and Mac operating systems.
• Remotely assisted in successfully connecting guest to the internet in a timely manner.
• Provided prompt, accurate, and respectful support to users, employing high degree of customer service skills and technical expertise while ensuring customer satisfaction.

Confidential

Service Desk Analyst

• Internship
• Selected for internship with leading pharmaceutical company. Worked in Operations department and created and sent tickets for managerial request using Remedy ticket system. Requests were received by email and phone. Escalated created tickets to specialized departments desktop support, system administration, operations department, engineering, etc.. for resolution. Worked one-on one with department managers to make sure request were submitted correctly. Contributed to overall reduced response time of request submitted by managers to various departments. Microsoft Office applications.

Confidential

Computer Repair

• Volunteer Internship
• Volunteered for internship that provided quality apprenticeship to re-install operating systems

which included: Windows XP Pro, XP Home, and Vista. Performed virus removal and installed

virus protection. Repaired desktop computer hardware such as ram, hard drives, power

supply, and cd-roms. Laptop repairs were included. System restore and back up of personal

data. Opportunity provided the ability to learn new task and quickly resolved customer issues.