Customer Representative/ Help Desk Resume Hyattsville, MD - Hire IT People

SUMMARY:

An ambitious upcoming Junior Information Security Analyst with experience in a diverse range of technologies within Information Security.
Demonstrated success analyzing and assessing damage to the data/infrastructure as a result of security incidents, examines available recovery tools and processes, and recommend solutions.
Tests for compliance with security policies and procedures. May assist in the creation, implementation, and/or management of security solutions. Well - organized result oriented individual with proven ability to implement standard procedures and processes that improve database functionality.

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential, Hyattsville, MD

Customer Representative/ Help Desk

Responsibilities:

Serves as the primary point of contact for persons inquiring about disaster assistance by telephone. Conducts telephone interviews with disaster survivors who have been affected by a declared disaster.
Assists applicants by telephone and in person, determines applicant needs, and provides instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies, as appropriate.
Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized
Provides information and explanations of Housing Assistance, Other Needs Assistance Grant, and other programs to applicants.
Conducts verification activities to determine eligibility of applicants for disaster assistance through direct contact with applicants, in order to gather and disseminate information.
Processes applicant cases, re-certifications, audits, and recoups and lodging reimbursement from disaster assistance applicants.
Tier II
Used CMP3, Transitional Shelter Assistant Mapping Software, National Flooding Insurance Program, Risk Mapping

Confidential, Baltimore, MD

Desktop Support / Help Desk Analyst

Responsibilities:

Provided problem reporting and tracking specific support systems as they are implemented. This was done using Remedy Ticketing System.
Reformatted hard drive and re-installed or installed a new Operating System.
Installed, configured and upgraded workstations.
Administered security rights, created user accounts, passwords and login scripts.
Involved in the troubleshooting and repair of faulty computer systems.
Performed preliminary analysis of collected data and upon identification of a possible threat, provides assistance towards remediation.
Provided special assistance to support remote access in adherence to company standards.
Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized
Proactively identified potential areas for wide system outage and initiated analysis and resolution.
Independently resolved recurrent system lockup issue through diligent research.
Monitored all master hardware and performance consoles
Working knowledge of auditing and compliance under NIST HIPAA guidelines.
Worked in a 24x7 Security Operations Center