SUMMARY:

Business oriented information technology student, with a strong desire to learn and ability to take direction from a company

PROFESSIONAL SKILLS:

• Teamwork (Division I Student Athlete)
• Willingness and eagerness to learn
• Event Management experience
• Strong Verbal Communication skills
• Ability to multitask and work in a fast paced environment
• Analyze and solve complex difficulties
• Follow critical instructions with attention to detail
• Energetically listen to customers and productively solve problems
• Maintain elite customer care while managing multiple conflicting priorities

TECHNICAL SKILLS:

• Idera SQL diagnostic manager, Fluent in MS - Office Package (Word, Excel, PowerPoint, Exchange, Outlook etc.)&Desktop Support
• Efficient with loading Software & & Remedy/Trakit (Help Desk Software)
• Imaging computers & actively use MS- Security Essentials, Windows (XP, Vista, 7)
• Proficient data entry, tracking of trouble ticketing, managing and entering software problem incidents
• IBM Tivoli IT service management, Cacti software for network monitoring, ITCAM
• Telnet, SSH with UNIX Commands, VSPHERE, joomla Project Task & Management, Migrate 7 Crystal Report

PROFESSIONAL EXPERIENCE:

Desktop Support/System Admin

Confidential, Arlington, VA

Responsibilities:

• Successfully completed laptop/tablet refresh for Confidential (800 systems)(Win 7 to 8)
• Participated in first half of Desktop( Win7 to 8)/ Confidential refresh
• Provided deskside, email, and phone support for customers
• Provided with a personal Blackberry Phone to successfully execute customer needs through email/phone support
• Daily remedy use to create, update, and close tickets
• Created admin accounts for customers through administrative tools
• Active directory usage for customer account support
• Imaged/Reimaged Laptops/Tablets/Desktops/IMACs daily
• Used Migrate 7 (Windows) & Carbon Copy Cloner (MAC) tool to transfer user profiles from previous computer to new computer through the application
• Activated ATT 4G LTE Wireless Sim Cards to provide customers with wireless support/capabilities for workstations
• Breakdown/Set Up desktop/laptop/tablet configuration in customer offices
• Installed monitors along with computer power docks and essential peripherals
• Install applications for customers (MS Visio, MS project, Dell Drivers, VLC player, MacAfee, Printer connectivity, VPN Client, etc…)

Tier II Help Desk/System Admin

Confidential, Arlington, VA

Responsibilities:

• Respond to telephone, email and/or walk-in requests for support for all systems and equipment within the IT/Win7 environment to military/government personal
• Everyday tools use consist of Outlook, Active Directory, Remedy, Dame Ware, Citrix
• Supported Tech refresh project for NIPR & SIPR (Re-imaging process, hardware removal/upgrade, back up of user data, etc...)
• Outlook troubleshooting (PST, Encryption, Adding permissions/folders, creating profiles, troubleshooting corrupt profiles, etc.…)
• Provided remote support & application support/installation through Dame Ware software
• Provided technical support to establish effective operational procedures
• Provided printer troubleshooting support (corrupt printers, que management, paper/ink, etc.…)
• Assisted with issues through AD involving unlocking user account, passwords resets, etc.…
• Performed/user maintenance and minor repairs on hardware and peripherals
• Performed new equipment setups, reconfigurations, and relocations

Cyber Security Defense Specialist

Confidential, Quantico, VA

Responsibilities:

• Confirm that Confidential ’s / Marine Corps Enterprise Network users have the appropriate clearance, need-to-know, access and have completed the required Information Assurance Training Program
• Certify all users have the requisite security clearances, authorization, and are aware of their security responsibilities before granting access to the IS.
• Serve as the focal point for all organizational information assurance concerns. Ensure that the overall information assurance program is implemented and followed within Confidential
• Audit access to ensure the need to know and appropriate levels of access granted are in line with current DD2875 SAAR on file
• Ensure that all information systems security related incidents and violations are immediately reported, properly investigated, and correctly resolved
• Frequent usage of OPDRS which is an internal vulnerability reporting tool on the SIPR network to make sure the Confidential ISSO’s are reporting vulnerabilities in conjunction to POAM info/due dates.
• Pull scan data from Confidential (replaced retina here) to build excel sheet reports for weekly compliancy briefs
• Implement and utilize the DoD 8570.1 policies as the standard for compliancy
• Work closely with the IA Lead to report statuses and due dates of current projects
• Everyday use of Remedy

NOC Analyst

Confidential, Washington, DC

Responsibilities:

• Exercise security measures to protect and defend Confidential network and information systems by ensuring their availability, integrity, authentication, confidentiality, and non-repudiation
• Monitored the Confidential networks with Idera SQL diagnostic manager
• Monitor servers for suspicious activity
• Remove or update access to servers when people change roles or jobs within Confidential
• Received warning/critical emails pertaining to server issues from where we would flag and transfer data from emails into the ticket to be escalated
• Perform Incident management capture, verification, diagnostics and escalations of tickets
• Correlated incident information and solutions with engineers on a daily basis to formulate a proper knowledgebase for proper issue resolutions in the future

Help Desk/System Admin

Confidential, Washington, DC

Responsibilities:

• Technical Tier 1 Support, Remedy Ticketing System, Active Directory user administration tools, Remote Access Services. 75% 1st call closure rate, handled incoming customer calls.
• Provided remote support of systems one or more user systems (desktops, laptops, printers, peripherals, and handhelds).
• Provided basic support of systems including, break-fix, installation, move, add, change (MAC), and preventative maintenance activities
• Account passwords/resets
• Gathered information about the customer's problem. Created tickets for all customer inquiries.
• Performed troubleshooting and problem resolution/follow up. Communicated resolution to customer. Provided first-level and second level network drive mappings, printer mappings, network, user administration, application software support, and general network trouble shooting.
• Migrate operating systems on a daily basis from Win 7 to Win XP
• Extensive amount of profile and data transfers on an everyday bases
• Have great knowledge of government protocol and procedure when migrating systems

Network Engineer

Confidential, Ft. Belvoir, VA

Responsibilities:

• NOC Administrator on an integrated project team ( Confidential ) (AKO), duty was to ensure proper functionality of 24x7x365 data center in a high demand production environment that was home to over 2 million users
• Exercise security measures to protect and defend AKO network and information systems
• Provide Incident Management
• Report suspicious network activity on the AKO network
• Monitor and maintain the AKO network through IBM Tivoli Network Monitoring Tool
• Provide efficient feedback and detailed analysis to team leads on issues at hand
• Analyze verified trouble tickets while assigning classification, priority, and severity to facilitate timely an appropriate processing of issue
• Respond to, and document all network incidents including security and informational requests that result from proactive network monitoring or customer initiated contacts
• Use network management tools to provide efficient, responsive, and rapid problem resolution
• Coordinate problem management, reporting, and resolution process initiated as a result of client request for assistance, fault/event management software or generalized computer system or application failure

IT Help Desk / Football Team Tech Support

Confidential, Lynchburg, VA

Responsibilities:

• Provide IT support service over phone, email, remote assistance and chat.
• Research documentation resources for providing approved support methods.
• Assist with maintaining an accurate Help Desk knowledge base.
• Work with and assist co-workers with difficult to resolve problems.
• Microsoft Windows XP, Vista, and 7
• MS Office applications
• Help students with troubleshooting issues on hand