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Senior Tier Ii Ace Account Services Desk Technician Resume

Herndon, VA

PROFESSIONAL SUMMARY:

Highly motivated and enthusiastic Cyber Security professional seeking a challenging and rewarding IT Consulting position with a reputable firm, where I can leverage and apply my security existing knowledge to attain skill set that lead to my serving as an asset to achieving organizational and clients’ goals and successes.

TECHNICAL SKILLS:

  • BMC Remedy
  • Active Directory
  • Familiar with Tanium, Splunk, Wireshark
  • Server 2008 Enterprise, 2003 Standart
  • TCP/IP Network System Management
  • Cisco Packet Tracer 5.3
  • IP Addressing / Subnet Mask
  • UDP/TCP
  • Fedora Red Hat Linux, Ubuntu, Centos
  • Firewalls
  • Ms Windows XP, 7, 10 Professional
  • IPs/IDS
  • Ms Office 2013, 365 (Including Outlook, Excel, Power Point)
  • PKI

PROFESSIONAL EXPERIENCE:

Senior Tier II ACE Account Services Desk Technician

Confidential, Herndon, VA

Responsibilities:

  • Preclude social engineering by e mail, telephone and voice e mail
  • Escalate user issues to SCO, OFO request to the Ace IT Security Operation
  • Open escalate and resolved BMC Remedy tickets
  • Create and Update documentation and processes for customers
  • Troubleshoot network when system was down and user needed assistance
  • User security administration (setup and maintaining account)

Tier II Global entry/ Support

Confidential, Herndon, VA

Responsibilities:

  • Ability to multi - task and provide secure support to 4 million users, remotely, on site
  • Prevented unauthorized access to computer system or network
  • Analyzed traffic passing the website Global Entry
  • Performed multifactor authentication

Tier I Technology Service Desk Analyst

Confidential, Herndon, VA

Responsibilities:

  • Resolve issues surrounding computer hardware, software, network, and telecommunications systems in person, via phone, electronically
  • Experience in using the Remedy Service Management and Knowledge Management System (KMS)
  • Work with technical, customer service or development staff to resolve recurring problems and issues with applications and/or products.
  • Keep Windows updated with the latest patches

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