SUMMARY

Currently working as a Team Lead Senior Desktop Support Technician for NIH National Institute of Allergy and Infectious Diseases (NIAID). Provide Tier 2 level of support to users and assist with Security/Vulnerability tickets. Recently graduated from UMUC with a Master of Science in Digital Forensics and Cyber Investigation. Currently studying for LPIC 1 and 2 certification. I want to use my current experience and knowledge to start a career in Digital Forensics and Cyber Investigations.

TECHNICAL SKILLS

Operation Systems: Apple MAC OS. MS Windows XP, Vista, 7 and 10.

Software Applications: Remedyforce, McAfee, Cylance, Bomgar, Citrix, Cisco VPN, SCCM, Casper, Parallels, Active Directory Management, ClamXAV, Sophos, Forescout, Checkpoint Encryption, Filevault, Bitlocker, JAVA, Blackberry works, Mobile Iron

Hardware: HP desktops & laptops; Dell desktops & laptops, Acer Laptop; HP printers; iPhones, iPad and Samsung devices; Polycom projector system; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports); Norton Ghost, and installing drivers

Operation Systems: MS Windows XP, Vista, 7 and 10. Apple MAC OS

General Software Applications: MS Office Suite 2010, 2013 and 2016 (Access, Excel, PowerPoint, Outlook, Word, and Publisher), Internet Explorer, Google Chrome, Safari, Skype, Skype for Business

PROFESSIONAL EXPERIENCE

Confidential, Bethesda MD

NIAID Team Lead/Senior Desktop Support Technician

• Main point of contact for security/vulnerability tickets
• Assist Principle Investigators with their issues
• Train new team members, ensure they are following up with tickets
• Worked with Security Incident Response Team (SIRT) to create exemptions for users requiring unique privileges for applications, accounts, or scientific machines
• Enabled/Disabled firewall features on user’s machines to allow connections to certain scientific devices while maintaining lowest possible level of risk
• Communicate with external vendors to acquire software licenses and discuss machine requirements/settings for software to function
• Training Coordinator for new hire on systems and policies, developed plan of action for encryption and migration projects
• Point of contact for IT Support in NIAID\VRC Clinical Center in building 10
• Responsible for international travel, that require forensic imaging of devices
• Point of Contact for escalation for customer services brand
• Manage encrypted devices using Bitlocker/ Checkpoint/ Filevault
• Provide on - site and remote technical support for desktop and laptop computers in a cross-platform environment, including mobile devices
• Frequent use of McAfee, Cylance, ClamXAV, Cisco VPN

Confidential, Bethesda, MD

NIAID Desktop Support Technician

• Worked with Security Incident Response Team (SIRT) to create exemptions for users requiring unique privileges for applications, accounts, or scientific machines
• Enabled/Disabled firewall features on user’s machines to allow connections to certain scientific devices while maintaining lowest possible level of risk
• Communicate with external vendors to acquire software licenses and discuss machine requirements/settings for software to function
• Training Coordinator for new hire on systems and policies, developed plan of action for encryption and migration projects
• Point of contact for IT Support in NIAID\VRC Clinical Center in building 10
• Responsible for international travel, that require forensic imaging of devices
• Point of Contact for escalation for customer services brand
• Manage encrypted devices using Bitlocker/ Checkpoint/ Filevault
• Provide on-site and remote technical support for desktop and laptop computers in a cross-platform environment, including mobile devices
• Frequent use of McAfee, Cylance, ClamXAV, Cisco VPN

Confidential, Laurel, MD

Package Delivery Driver

• Delivered packages in a timely and professional manner
• Provided customer service to ensure their experience was the best possible
• Reporting to supervisor/manager for any issues or discrepancies that occur
• Communicating with other drivers to effectively assist with delivering and picking up packages from businesses