Queue Manager/Security Analyst Resume Rockville, MD - Hire IT People

SUMMARY:

TECHNICAL SKILLS:

Configure and repair Desktop and Laptop PCs
Hardware Install and troubleshoot
Used Active Directory and Remedy
Worked on Cerner
MS Office 2010 Word, Excel, Access, PowerPoint, Outlook
Build custom network servers
Install workstation PCs
Configure and restore wireless and wired connectivity
Map network drives, printers, and folders to share resources
Performed Confidential sessions
Customer Service
Reimaged Pcs and Macs
Ran Nessus report help organizations efficiently find and fix network security vulnerabilities

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Queue Manager/Security Analyst

Responsibilities:

Assisted organizations in efficiently identifying and correcting network security vulnerabilities
Manage and distributed tickets accordingly to each department using Manage Engine ticketing system.
Created reports from manage engine and Nessus and used the data as metrics to improve on the vulnerabilities and ticket issues
Worked closely with system admin on patching issues and cloud base application that was down.
Monitoring cloud base application using NAGIOS to detect critical sever issues.
Assign tickets to technicians and escalating if need be.
Using the ITIL process documented and implemented procedures for change management and service request.

Confidential, Bethesda, MD

Network Specialist Tech

Responsibilities:

Resolved PC and Mac customer issues with system startup, wireless/wired connectivity, and other hardware malfunctions
Escalated to higher tier troubleshooting when needed
Instructed customers on how to perform basic troubleshooting techniques to help identify issues
Directed customers remotely using Confidential on general operation of software applications, such as web browsers, email clients, printing, antivirus and malware diagnosis and removal
Logged resolution of customer issues and customer interactions in help desk ticketing/database system Remedy and Active Directory.

Confidential, Silver Spring, MD

Help Desk Call Center Rep Supervisor

Responsibilities:

Research and document accurate solutions to users’ issues.
Troubleshoot, prioritize and escalate help desk tickets as required within specified time frame.
Crated tickets and document customer issues using Remedy.
Acquire and maintain a highly competent level of knowledge in relevant products.
Kept track of individual tickets assigned to me to ensure that the customer issue has been addressed and resolved to their satisfaction.
In my role I created an environment that fostered empowerment, relationships building and thinking outside the box.
Provided superior customer service via client phone calls/technical help desk calls/etc.

Confidential, Rockville, MD

Service Technician Lead

Responsibilities:

Developed technical documentation to enhance training of team personnel of 10.
Created and manage excel spreadsheets categorizing vehicles that needed maintenance.
Verify Confidential vehicles inventory reports and notify customer of any discrepancies.
Documented all repairs in electronic repair database