SUMMARY:

Helpdesk and industrial security professional with 5+ of experience in working in both the private sector and government settings that demand strong customer service, communication and problem solving skills.

TECHNICAL SKILLS:

Operating Systems: Windows XP/Vista/7

Software Applications: POSReady 2009, MS Office Suite 2013 (Access, Excel, PowerPoint, Word), Active Directory, ACAVS (Army Contractor Automated Verification System), Access Commander, e - QIP, JCAVS/JPAS, Outlook, SMS (Security Management Software)

Hardware: Fujitsu, IBM, Epson, HP, Dell, Lexmark, Toshiba, Ingenico, Zebra

PROFESSIONAL EXPERIENCE:

Customer Engineer

Confidential, Duluth, GA

Responsibilities:

• Provided installation, maintenance and repairs on POS equipment within an assigned territory/region for NCR
• Troubleshooting and repair of POS register terminals, flatbed scanners, and all register peripherals such as coin acceptors and dispensers
• Interfaced directly with customers and their network operation team to provide support as well as interact regularly to ensure resolution

PC Technician

Confidential, Millersville, MD

Responsibilities:

• Manage incoming assets, prepare systems for deployment and customize configuration
• Software and hardware upgrades and deployment for approximately 400 computers and peripherals
• Create and maintain documentation i.e. basic network configuration details, processes, and service records
• Monitor and track incidents and trouble calls in a service desk ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time
• Imaged computers from a network
• Troubleshooting basic level 1 issues

PC Technician

Confidential, Washington, DC

Responsibilities:

• Refurbished, repaired, upgraded, installed and migrated from XP to Windows 7 and 8 OS by server, disk and flash drives for over 50 individual and office desktops and laptops per week
• Used OSI to troubleshoot and resolve malware, viruses, blue screen and various hardware issues consisting of broken monitors, disk drives, modems, hard drives and optical drives
• Troubleshoot problems and resolutions, updating tickets and log work performed.
• Used step - by-step method to explain basic and complex computer issues and resolutions in easy to understand terms
• Deployed systems to work sites, establish and repair network connections and cables, set up and secure wired/wireless networks for offices, computer labs and classrooms

Security Consultant

Confidential, Alexandria, VA

Responsibilities:

• Oversaw accreditation process for establishing secure facilities and computer systems, and provided assessment and correction for small to medium sized companies.
• Established and implemented personnel and physical security programs
• Provided management and employee industrial security training to various DoD contractors
• Provide on - site security related administrative assistance on an as needed basis

Facility Security Officer

Confidential, Bethesda, MD

Responsibilities:

• Provided initial, threat, defensive, travel, and cyber security briefings as well as ongoing security awareness to include debriefings and exit interviews
• Initiated and preliminary adjudication of Department of Defense (DoD) security clearances
• Maintained, reviewed and implemented applicable security Standard Operating Procedures (SOP)
• Managed classified physical storage and controls in accordance with regulatory guidance
• Reported loss, compromise or suspected compromise and security violations

Facility Security Officer/Security Manager

Confidential, Arlington, VA

Responsibilities:

• Developed policies and strategies for security, including but not limited to internal investigations, operations security, communications security, personnel security, and protection of personal identity information.
• Served as principal point of contact for government on all personnel security actions and for all matters pertaining to certification and accreditation activities of classified computers.
• Conducted self - audits and inspections and provided written reports to include corrective action recommendations.
• Responsible for physical security to include badges/CAC/NAVSEA, classified computer maintenance, key/lock/combo control and security database

Confidential, Arlington, VA

Responsibilities:

• Oversaw daily operation of SCIF and closed areas.
• Conducted self - audits and inspections of all classified workspaces.
• Liaised for incoming and outgoing visitor clearance/access certifications for both collateral and SCI programs.
• Investigated, documented and reported security incidents or violations and ensured follow-up action as appropriate
• Developed plans to safeguard computer files against unauthorized modification, destruction, or disclosure

Tier 1 Helpdesk Technician

Confidential, Falls Church, VA

Responsibilities:

• Provided tier 1 client technical support for NIH community of 4000+ end users
• Diagnosed cause of database problems and performed appropriate research to reach resolution.
• Document calls in Remedy to ensure proper tracking and resolution.
• Act as initial point of contact support to users via phone, email, voicemail, fax, Skype for Business, or walk - in
• Created follow-up statuses regarding critical problems to users and support partners

Assistant Facility Security Officer

Confidential, Arlington, VA

Responsibilities:

• Serve as account manager for the JPAS/JCAVS system
• Review and track all security clearances both in DSS/EPSQ and OPM/EQIP from initiation to final adjudication
• Provide document accountability to include safeguarding, control, transmission and destruction of classified documents as well as preparation of visit authorization letters/requests
• Conduct DSS inspections, security education and training, act as liaison between BecTech and customer security offices with all issues involving contractor badges, access control and courier cards
• Serve as custodian for COMSEC equipment, and ensure Standard Operating Procedures (SOP) and the Information System Security Procedures (ISSP) are followed and in full compliance
• Oversaw implementation of Facility Clearance (FCL) upgrade, managing logistics, storage, and clearance data
• Obtained Commendable rating for October 2007 inspection