SUMMARY:

• Confidential is an experienced IT professional with a strong technical support and customer service background.
• He has a Master’s Degree in Cyber Security, which was received in December 2016.
• He is looking forward to getting a new job within the exciting career field of cybersecurity.

SPECIALTIES:

• Over 7 years of experience working in Information Technology
• Strong organizational skills
• Productive self - starter with strong work ethic
• Solid foundation in technical support and customer service
• Outstanding PC and network troubleshooting skills
• Consistently achieves goals and meets deadlines

HARDWARE AND SOFTWARE SKILLS:

Platforms: MS DOS, Windows XP/Vista, Windows 7, Windows 8, Linux (Red Hat), FrontRange with Oracle, FrontRange with SQL, Access with SQL

Networking: Switches, Active Directory, Remote Desktop, VPN, Novell, SecureID, Windows Server 2003 and 2010

Languages: Basic, C, C++, HTML, Linux, Java, SQL, Unix, Python, Bash-Scripting

Tools: McAfee/Norton Virus Protection Utilities, Lotus Notes, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access, MS Publisher), Symantec PC Anywhere, EndPoint Encryption, Confidential Security Console, Novell Confidential, Avaya, Cain and Abeil, Sharkwire, Microsoft Baseline Security Analyzer, Remedy, IT Service Management, Good Console, Blackberry Enterprise Server, Autopsy with Helix, EnCase, Citrix Director, Snort

EXPERIENCE:

Confidential, Washington, DC

Help Desk Senior Technician

Responsibilities:

• Provide first line response for users requiring assistance with information technology issues and problems
• Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system, Tracking issues to resolution and updating the internal knowledgebase, Knowledge of the ITIL methodology, change management processes and risk management processes, Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams
• Act as a liaison between customers and technical escalation teams
• Provide a single view to the organization for information technology related problems.
• Created Standard Operating Procedures (SOP), Guides, and other documentation for job. Telecommunications devices to final set up the user, give tutorial of those device, and adding/removing user from Confidential . Adding/removing users from Good Console.
• Morning set up for team of checking for device returns, setting up reporting monitors, and sending out a daily morning report.
• Security related work is using the following systems Confidential, Confidential, Active Directory.

Confidential, Washington, DC

Help Desk Senior Technician

Responsibilities:

• Provide first line response for users requiring assistance with information technology issues and problems, Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system. Tracking issues to resolution and updating the internal knowledgebase.
• Knowledge of the ITIL methodology, change management processes and risk management processes.
• Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
• Act as a liaison between customers and technical escalation teams.
• Provide a single view to the organization for information technology related problems.
• Created Standard Operating Procedures (SOP), Guides, and other documentation for job.
• Telecommunications devices to final set up the user, give tutorial of those device, and adding/removing user from Confidential .
• Adding/removing users from Good Console.
• Morning set up for team of checking for device returns, setting up reporting monitors, and sending out a daily morning report.
• Security related work is using the following systems Confidential, Confidential, Active Directory.
• Handle calls from within GAO and the general public.
• Direct caller to the correct team.
• Help callers with navigating GAO website to find reports.
• Take phone orders for documents.
• Research on customer’s requests for documents and information.
• Compile information to create and distribute Weekly Status report.
• Using acrobat update clippings sheet.
• Create and maintain user manuals for several software systems for multiple team use.
• Created SOPs, Guides, and other documentation for job

Confidential, Beltsville, MD

Property Management Administrator

Responsibilities:

• Handled both retail stores and corporate maintenance issues, negotiated prices with contractors and venders, and approved estimates.
• Research problems through investigating store leases, the internet, and worked with landlords.
• Managed landscaping, snow removal, and carpet cleaning program for the retail stores.
• Created SOPs, Guides, and other documentation for job
• Handled commercial and government commercial credit accounts.
• Researched problems with accounts.
• Approved sales that are less than one thousand dollars.
• Helped accounts out with their credit problems and relayed information about their accounts to authorize issuers.
• Created SOPs, Guides, and other documentation for job
• Handled check payments on commercial and government commercial credit accounts, researched any problems with the checks from an account, called customers that do not have sufficient information