SUMMARY:

• CompTIA A+/Network+ certified professional with seven years of help desk experience providing software, hardware, client/server and networking technical support.
• Proven success working in high - volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
• Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
• Receives, responds to and provides direct technical Information Technology customer support as a Tier I and Tier II analyst in a fast-paced environment to approximately 55,000 Social Security Administration customers nationwide, and supports Confidential / Confidential credential use and distribution, in compliance with Homeland Security Presidential Directive ( Confidential -12) Suitability clearance.
• Serves as a technical lead for a team of security analysts providing advanced technical troubleshooting of social security administration Logical Access Control Systems, Physical Access Control Systems, and associated security software/hardware issues
• Lead the assessment, identification, and elimination of systems vulnerability, failures, bottlenecks, and risks to streamline and protect Confidential -12 credential enrollment through entire issuance process.
• Lead Confidential -12 implementation and confirmation awareness and understanding, as well as adherence to security policy and procedures, for all Social Security employees and their affiliates to include the DDS (Disability Determination Services)
• Lead information dissemination efforts to notify and update Social Security Confidential -12 cardholders of agency policy for credential use, by promoting awareness
• Review and ensure the application of information security and policies to obstruct potential criminal use of the Confidential -12 credential or applications. Gather and preserve cancellation/ deactivation information in CAPRS tracking system for audit, review, deterring possible criminal use.
• Ensure that support personnel and Social Security administration customer base adhere to security compliance including policy and mandates such as FIPS-201, NIST directives, CAPRS documentation, and approved Smart Card/ Confidential support process. Lead efforts to reiterate information assurance policies to defend against unauthorized access
• Assists clients with ESSO Enterprise single sign on application issues in reference to password resets, MacAfee encryption and other areas of need for assistance regarding logical access
• Provides training on-site applying software updates through EPECS and CMS to current Sponsors/ Issuers and staff
• Documents actions taken in CAPRS and gives customers guidance and/or training to resolve and prevent reoccurrences of the problems.
• Develops and maintains expertise in selected desktop software packages in order to provide customer assistance; installing, configuring, testing software on customer workstations, processing customer requests.
• Provides support and assists in the development, configuration, installation and maintenance of a local area network (LAN).
• Examines, analyzes, researches, and resolves various customer problems with the use of application software products, and/or infrastructure components.
• Resolves systems slow-down issues through network migrations, configurations, installations, reconfigurations, integrations, and troubleshooting.
• Effectively and efficiently problem solves with tact and professionalism and when appropriate, engages other service desk resources to resolve incidents that are beyond the scope of responsibilities.
• Supports Tier III analysts with hardware, software, and access issues.
• Worked as team lead interviewing new training team members and evaluated their performance in the field and technical skills through Taleo.
• Lead as support analyst to ensure compliance and security for all Confidential -12 roles ( FP Manager, Contract Enrollment Officer, Sponsor, Registrar Determinations Officer and Issuer ) for employees and contractor enrollment. Use event log auditing to identify security failures and assist developers with application improvements to ensure system integrity
• Support day - to-day operation and maintenance of the card management system.
• Interact with customers and other technical personnel across the country to assist with project planning and implementation of physical access control systems (PACS).
• Knowledgeable in Windows 7,and 10 operating systems, databases, networks and computer hardware (including peripheral devices such as scanners, cameras, etc.)
• Exhibit strong team player skills with a willingness to assume responsibility and respond to new challenges.
• I possess strong planning, organization, analysis, attention to detail, problem solving and decision making skills.
• I demonstrate professionalism, strong written, communication and presentation skills.
• Knowledgeable of federally published standards relating to Confidential / Confidential -12 (e.g. FIPS-201, the NIST SP800 series)
• Capable of learning new systems quickly with limited training, manuals and technical support.
• Excellent verbal, interpersonal and written communication skills.
• I am strong in analytical and problem-solving capabilities.
• Team player with the ability to work in a fast-pace environment.
• Ability to multi-task in a fast-pace environment

KEY SKILLS:

• Technical Troubleshooting
• Hardware Configurations
• Phone/Online Support
• Customer Service
• Client Server Models
• Software Installs
• LAN Connectivity
• Problem Diagnosis
• User Training & Support
• Complaint Handling

TECHNOLOGY PROFICIENCIES:

Software: MS Office MAC & PC, Office 360 Admin, Microsoft Share point Admin, Adobe X, Adobe Creative Suite, Confidential, Instant messaging software, VMware applications, MS Project, Confidential Phone Systems, Norton 360, Office 360, Virtual Box, Parallels for MAC, Microsoft Lync Admin, Bomgar

Browsers: Internet Explorer, Firefox, Chrome, Safari, Navigator

Call-Tracking Tools: Share point

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Mac, Citrix

PROFESSIONAL EXPERIENCE:

Confidential

IT Support Analyst, Reston, Virginia

Responsibilities:

• Knowledgeable and understand all facets of the Confidential - 12 program including enrollment, card management, public key infrastructure, logical access control, and physical access control.
• Maintain and update numerous business documents related to the Confidential -12 program.
• Develop test plans and participate in validation testing of system releases through the full SSA software development lifecycle.
• Support day-to-day operation and maintenance of the card management system.
• Interact with customers and other technical personnel across the country to assist with project planning and implementation of physical access control systems (PACS).
• Knowledgeable in Windows 7,and 10 operating systems, databases, networks and computer hardware (including peripheral devices such as scanners, cameras, etc.)

Confidential, Fulton, MD

IT Support Specialist

Responsibilities:

• Resolving help desk tickets in a timely manner
• Managing phone systems
• Installing and Imaging laptops and desktops
• Managing Microsoft Office 365 for Mac and PC s

Confidential, Columbia, MD

IT Support Specialist

Responsibilities:

• Migrate all corporate emails from Confidential to Office 365 and back up email to accounts
• Resolving help desk tickets in a timely manner
• Remote assisting users using Microsoft Lync
• Establish and assist users with VPN connections
• Backing up data and email accounts; approximately 850 users
• Managing Microsoft Office 365 and Dell Business accounts
• Managing various network and phone systems including Confidential and Confidential
• Verizon fios Admin
• Trend micro Admin
• PGP encryption Admin
• Acronis imaging Admin
• Microsoft office 365 Admin
• Monitoring all cooperate laptops and keeping them compliant with current government security guidelines
• Installing different operating systems, software, and virtual environments
• Imaging laptops
• Managing inventory and software
• Administering permissions to share point and setting up email accounts
• Establish windows environments on Apple Mac machines