SUMMARY:

• Resourceful IT ANALYST/SPECIALIST with 6+ years of working experience, and education in Computer Science. DoD 8570 compliant by attaining government required/recommended certifications such as ITIL Foundation, Security plus, and Certified Ethical Hacker (CEH). Persuasive, self - motivated leadership professional with expertise managing processes, leading teams, eliminate risks to drive productivity and ensure optimal, on-time project fulfillment. A loyal, tactical team member seeking to leverage background into a Cyber Security as Risk Assessment, Vulnerability Management, PenTest, or Cyber Threat Intelligence Analyst role for a progressive organization. Meets Information Assurance Level II (DoD 8570 Compliant) and currently hold Secret Clearance.Education CERTIFICATION

TECHNICAL SKILLS:

Security Technologies: SSH, TLS, Nmap, Metasploit, Active Directory Management

Operating Systems: Knowledge of Unix-based systems (Ubuntu), Windows (all)

Networking: LAN, WAN, VLAN, VPN, TCP/IP, routers and switches, DNS, firewalls, IDS/IDPS, IPS

PROFESSIONAL EXPERIENCE:

Tier 2 Desk Analyst 

Confidential

• Delivered first and second level support for the Department of State Consular Affairs’ Service Desk with a customer base located in 2 main DoS Washington, D.C. locations.
• Supported both internal and external clients at numerous contractor sites, domestic Passport Agencies located throughout the US, and Consuls or Posts worldwide.
• Utilized Active Directory and Systems Management Server applications to provide administrative and remote access support to CA Clients for password/account resets.
• Placed users/workstations in exclusion list, while modifying user accessibility to CA applications issues.
• Created, followed up and closed service tickets using Remedy 8.1 and Knowledge-based articles.
• Resolved questions, requests, and problems received via emails and telephone calls by executing information gathering, research, troubleshooting, or escalation.
• Eliminated discrepancy by escalating incidents, problem issues or requests to the proper Level 2 and Level 3 groups in accordance with CASD SOPs, policies, and best practice guidelines.
• Built a strong team dynamic within a 24-hour Service Desk by assisting Shift Lead and other team members on more complicated subjects.
• Provided training in accordance with CASD SOPs for high and critical Priority Tickets.
• Troubleshot issues on various PC, hardware and State Department-related applications for overseas consulates and embassies.
• Participate in forensic analysis of cyber incidents and assist in recovery of operations.
• Evaluated and assessed the use of technology to support cyber security goals and objectives.
• Addressed the needs of and communicated with high-profile clients (CASD GTMs), while fulfilling special projects and problem issues as directed per management.
• Protected organization's critical information and assets by ethically integrating cyber security best practices and risk management through enterprise.
• Trained personnel on troubleshooting best practices and protocol to ensure optimal productivity.

Desk Analyst

Confidential

• Provided exceptional assistance to customers related to the pension benefit plan via telephone, while maintaining confidentiality and integrity of the Freedom of Information Act (FIOA ACT), Privacy Act of 1974, and Employee Retirement Income Security Act of 1974 (ERISA 4010 ACT).
• Created, followed up and closed service tickets using PBGC ticketing system for telephone calls.
• Managed and multi-tasked through various company proprietary software and applications for resolving customer needs.
• Analyzed and advised on the risk and remediation of security issues based on reports from vulnerability assessment scanners, patch management tools, and emerging threat information
• Utilized Customer Management Systems (CMS) to change and update customer Personal Identifiable Information (PII).
• Used PBGC Benefit Payment Application Systems to assist participants by tracing, reissuing, replacing, and terminating participant benefit payments.

Product Demonstrator and Sales Expert 

Confidential

• Assisted customers with purchase of high-end furniture.
• Tracked customers through a Customer Relationship Management (CRM) system for increased transparency.
• Led the conversion of walk-through clients into additional revenue by obtaining contact information for entry into the Client Tracker using Excel application.
• Tele-communicated with customers in the Client Tracker for selling, reselling, and promoting additional furniture or products to customers in accordance to respective needs.

Technology Sales Team Leader

Confidential

• Assisted end-users via phone, in person or by using Remote Desktop Protocol (RDP).
• Minimized workflow disruptions by diagnosing and resolving technical user inquiries through the effective analysis, troubleshooting and team communications.
• Reset client server passwords using Active Directory, troubleshot webpage Java and proxy issues.
• Managed user accounts, computers and group policies using Active Directory.
• Guided VPN clients with remote connections over the phone.
• Recognized as the Brand Ambassador for providing efficient and effective services provided to users.
• Managed high call volumes and in-store customers simultaneously to drive satisfaction.
• Trained and equipped new hires with customer service face-to-face and over the phone skill sets to boost productivity.
• Strengthened traceability by documenting client calls using a trouble ticketing management system.