Site Lead / Senior Help Desk Technician Resume

SUMMARY

Seasoned Information Security Analyst / Cybersecurity Analyst technology professional.
Offering a focus in Penetration Testing / Security Testing, Vulnerability Assessment, Digital Forensics, Information Management and more.
Seeking an opportunity as an Information Security Analyst.

TECHNICAL SKILLS

Microsoft Windows 7
10 Vulnerability Assessments Strong Problem Solving
DameWare Remote Desktop BMC Remedy ITSM 7.6
8.1 Security Assessments
Excellent Customer Skills Detail - Oriented Highly Organized

PROFESSIONAL EXPERIENCE

Confidential

Site Lead / Senior Help Desk Technician

A trusted systems integrator for more than 50 years. The company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.
Vulnerability Assessment: Coordinated with U.S. Army Cyber Security Division to address vulnerability management identified by Army Operation Orders. If security vulnerabilities were identified on IT systems, upgrades were installed using DameWare Remote Desktop software to remediate the vulnerabilities. All IT systems were compliant based on new vulnerability scans of the systems within 48 of the Operation Orders’ issuance.
Information Management: Managed the organization's personnel on the Army Training and Certification Tracking System (ATCTS). Used ATCTS to report and manage the IA workforce and general user population training and certification statistics. The IA workforce consists of 175 personnel with Information System privilege access (admin or root) and/or working IA functions in technical, management, Computer Network Defense Service Provider and Architect and Engineer positions. Ensured 100% IA workforce compliance with Army regulations at all times.
System Upgrades: Primary administrator in charge of identifying non-compliant hardware for Microsoft Windows 10 upgrade. Tested all models of Windows-based systems for compliance with Windows 10 operating system. Notified leadership that one-third of the computer inventory was non-compliant. Provided several cost-saving solutions to leadership to purchase replacement computing resources.
Resource Management: Developed a robust master list of information systems used by the organization. Previously, there was no formal inventory of IT resources. Worked with the Property Manager to identify and tag all IT systems. The development of the master list saved countless manpower hours performing inventories and resource locations.

Confidential

Lead Help Desk Technician

Help Desk Support: Provided support to over 1000 users. Diagnosed workstation problems and assisted server administrators with user provisioning.
IT Customer Support: Utilized the BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite) software to manage IT work orders for organizational customer's technology incidents. Coordinated with confidential Regional Network Enterprise Center to ensure incidents were resolved within 48 hours.
Third-Party Vendor Coordination: Coordinated with third-party vendors to perform system repairs under warranty. Scheduled preventative maintenance on IT resources to ensure 100% resource availability for the first time in the organization’s existence.

Confidential

Site Lead / Help Desk Technician

Site Management: Supervised, directed and mentored a team of 4 help desk technicians tasked with providing 24 by 7 support for 1200 internal clients. Transformed an average staff member into a high performing, technically savvy professional by realigning departmental culture around reliability, cohesiveness and customer service. Saved the company $21,500.00 in training costs by performing Microsoft training in house.
IT Customer Support: Evaluated existing hardware and software systems to discover weaknesses, troubleshoot problems, and identify opportunities for improvements affecting reliability. Effectively diagnosed and resolved a host of issues from functionality, installation deficiencies or bugs to maintain near 100% uptime across the board.
Worldwide Support: In 2010, accepted 1 year deployment to manage the Joint Fusion Cell at Forward Operating Base Fenty, Jalalabad, Afghanistan as the Lead Help Desk Technician. Worked alongside military counterparts to develop IT infrastructure to support the $4 million military communications and exchange systems. Served as Subject Matter Expert for all help desk issues and requirements while maintaining a systems operability of 99.8 percent for regional customers.

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