OBJECTIVE:

Seeking a career opportunity where my IT Customer Support, Information Security, Assessment and Authorization ( A&A), Risk Management Framework (RMF), FISMA NIST SP 800 - 53 R4, System Security Plan, Security Assessment Report (SAR), Regulatory Compliance, Information Security Policies and Standards, Information Security Awareness and Training and more, Customer Relations, Finance and Management skills can be applied to enhance customer satisfaction and improve the organization’s results.

SUMMARY:

Possess over 13 years of Information Security, Finance, Support service, Customer relations, Passport/Visa Support, Management and staff relations experience in private and nonprofit organizations. My considerable experience managing large, complex projects involving multiple teams with high visibility deliverables and specialized constraints has provided me with advanced knowledge, skills, and abilities to execute project plans expertly and timely.

SUMMARY OF QUALIFICATION:

• Solid Management skills.
• Risk Management (Good working knowledge of NIST SPs, SSP, SAR, and POA&M)
• Risk Management Framework
• Assessment and Authorization
• SSP, SAR, and POA&M (Security Authorization Package)
• FISMA Regulatory Compliance, NIST SP 800-53 Rev 4 control
• Plan of Action and Milestones (POA&M)
• Regulatory Compliance
• Desk top Support/ Customer Support.
• Exceptional Customer Service skills.
• Proficient with Microsoft Office.
• Surveying, Imaging, SCCM, Active Directory and Windows Deployment.
• Footprint, Remedy and SharePoint
• Passport/visa Support/Communications Specialist.
• Very good communicator and interpersonal Skills.
• Very well organized and ability to work under pressure.
• Install Computer Hard wares and Software.
• Knows how to update assets using asset management tool.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Support Specialist

Responsibilities:

• Provide technical support and troubleshooting services to end users who need assistance with their computer hardware and software with the use of the Bomgar tool or face to face.
• Manages customers’ requests through the use of software such as issues tracking system or through Remedy or Footprint
• Install hardware, windows refresh (upgrades, moving to new Cubicles and Offices) and Software approved by Customer.
• Answer, evaluate and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems. Respond to technical issues as they arise.
• Imaging/Re-imgaing and Migrating new and old Desktops, Laptops, Surface Pros from Windows 1607 to 1709.

Confidential, Washington, DC

Deployment Technician/ Desktop/Customer Support

Responsibilities:

• Provide technical support and troubleshooting services to end users who need assistance with their computer hardware and software.
• Manages customers’ requests through the use of software such as issues tracking system or through Remedy or Footprint.
• Conduct site surveys, scheduling and image of computers (Laptops and Desktops)
• Collaborate with Deployment Engineers and Lead Technicians on require software change.
• Very proficient in the Migration and Deployment from Windows 7 to windows 10.
• Very good communicator, and ability to learn and work independently yet within company guidelines.
• Serves as a single (or multiple) point of contact for users to gain assistance in troubleshooting, get answers to questions, resolve known problems and receive appropriate help in a timely manner.
• Answer, evaluate and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems. Respond to technical issues as they arise.
• Use SCCM and Active Directory in Imaging Laptops and Desktops (Dell and HP) from Windows 7 to Windows 10 on daily basis.
• Install hardware (upgrades, moving to new Cubicles and Offices) and Software approved by Customer.
• Trouble shoot, manage Mobile Devices Software Operating System, and administer MDM accounts related to mobile device such in support of log in.

Confidential, Fort Belvoir, VA

Technical Support /Telecommunications Service Control Officer

Responsibilities:

• Serves as the DoD Components’ sole point of contact, the JSP (Joint Service Provider) and the Service vendors for requisitioning telecommunications equipment, service, facilities, and equipment in the National Capital Region.
• Review all requests from Directors, Administrators and Management Components for telecommunications services in the National Capital Region and determine compliance with the guideline. This helps eliminate Services that are uneconomical or no longer required.
• Review internal requirement to determine actual need, taking into account the potential impact of pending reorganization, moves, and power changes.
• Work directly with vendors (Verizon in particular) to order routine services. Routine services include line installations, line and station disconnections, moves, upgrades, rearrangement, Quotes, feature changes, and mobile technology service and equipment.
• Ensure funding has been approved by the service requestor before ordering services from the Joint Service Provider.
• Maintain existing Billing Account Codes (BACs) and abolish BACs that are no longer needed.
• Develop and maintain an inventory of telecommunications equipment and services.
• Coordinate large telecommunications requirements like moves, telephone lines, conversions, and reorganization with the Joint Service Provider.
• Very proficient in using Remedy and SharePoint. Also, responsible in opening, tracking, and closing trouble tickets.

Confidential, Washington, DC

Passport/Visa Support/Communications Specialist

Responsibilities:

• Act as Liaison between Confidential and the outside World by telephone, face-to-face and through emails. Also, perform searches for customer Passport/visa applications as requested.
• Operates various office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents.
• Process visa applications for government Officials and PSC purposes and also payment received from Personal/Tourist Passports.
• File in documents and applications on daily basis and use follow a preset pattern for documents, create documents and batches, no payment mails, image scanning and reviewing, information retrieval, data entry, book print, quality control, mailing label and postal stamp generation and sorting duties.
• Contact Customers by phone or by emails to verify mailing address and other important information required for U.S. Passport processing for new, renewal and suspended applications.
• Use my customer service skills and strong sense of purpose to help Americans get new passports/visas or renew passports through correspondence to applicants requesting additional documentations if necessary and explain the need for, and the potential sources of evident to support claimed citizenship.

Confidential, Millersville, MD

Customer Service Specialist/Administrative Assistant

Responsibilities:

• Provided expert, customer centric assistance to customers on product lines and services through mastery communications exchanges in order to assess clients’ needs.
• Consistently accomplished sales goals.
• Interacted with individuals and representatives of small and large businesses to maximize sales and competitive pricing strategies.
• Adept to cash, safe control, Bank and Lock Box Policies and Procedures.
• Generated business through established and approved industry methods of lead generation in addition to implementing effective sales closing techniques to ensure achievement of revenue goals.
• Perform prompt, professional, empathetic, and courteous communication exchanges by utilizing active and reflective skills to resolve distressed clients’ issues and concerns.
• Communicated routine and highly complex information regarding technical hardware and software capabilities required for troubleshooting and resolving a myriad of installation and connectivity issues.
• Communicated concise information through telephone exchange to resolve clients’ billing and payment issues. Also, adept in processing approximately $ 1, 800.000 in customer payment annually.
• Electronically ordered equipment to replenish inventory on daily basis for new and existing customers.