OBJECTIVE

• Professional, capable and motivated individual who consistently performs in a challenging environment. Looking for a position dat will allow me to utilize my skills and expertise, allowing me opportunities for growth and a continued commitment to provide high quality service to every goal of teh organization.

TECHNICAL SKILLS

• Advanced knowledge in Lenel
• Microsoft Office Suite 2010/2013
• (including Word 2016
• Excel 2016 PowerPoint 2016)
• Adobe Acrobat
• Microsoft Active Directory
• Windows 7
• Network Access Control
• ISMS
• SharePoint
• Desktop Support. Additional skills include: Knowledge of Physical/Personnel Security Regulations DODM - 5200.01
• DOD Information Security program 5230.1 and Industrial Security Program Operating Manual (NISPOM)
• Data Entry
• Public Speaking
• Customer Service
• Hardware Troubleshooting and Advanced Administrative and Interpersonal Skills. DICAM System Administrator.

PROFESSIONAL EXPERIENCE

DOC Training Administrator/ Helpdesk Manager

Confidential, Wash. DC

Responsibilities:

• Provide support to teh Office of Cyber Security by capturing training requirements and needs, publishing training schedules, analyzing training needs, managing training records, drafting broadcast messages for Cybersecurity awareness training notices for Dept. of Commerce shared services bureaus, creating quarterly data calls for Cybersecurity training for all bureaus and attending DOC meetings.
• I also create project plans and SOP’s for teh cyber trainings conducted by DOC, provide training coordination and facilitate training activities with DOC bureaus, develop and maintain training inventory, generate certificate of completions for contractors and interns who attended teh Instructor-led webinar Cybersecurity Awareness training, schedule Instructor-led and webinar training sessions, develop new hire training spreadsheet and track new hire training completions. Monitor and respond to Cyber Security emails, inquire and training questions.

DOJ Badging Office Supervisor

Confidential, Wash. DC

Responsibilities:

• Managed teh Badging Office and its eight rotating employees. Provided customer service to Dept. of Justice personnel in their attempts to add, remove, transfer and or update personnel, PIV cards and credentials.
• Approved and denied requests based on teh employee status etc. served as a sponsor to initiate new hire paperwork and PIV card requests, ensured each employee performing tasks in teh Badging Office received teh required training to perform tasks.

DOJ Consultant/ Helpdesk Manager

Confidential, Wash. DC

Responsibilities:

• Managed teh Justice Management Division’s Cybersecurity Services Staff’s HSPD-12 Helpdesk.
• Provided first line support for personnel in a fast paced environment, performing end-user telephone and email support including problem determination, received and responded to all DICAM and USAccess system support inquiries, provided exceptional and professional customer service to DOJ personnel in their attempts to add, remove, transfer and or update personnel, PIV cards and credentials.
• Introductory experience with Linux, server installation and running cables. Performed data collection and reporting, ensured all helpdesk issues were resolved, served as a Remedy trainer, sponsor, activator and a local site manager for Justice Management Division and a DICAM system administrator.

DHS Jr. Management Specialist/ Analyst

Confidential, Wash. DC

Responsibilities:

• Provided customer service to DHS and its components, collect information and troubleshooting telephone calls and e-mails relating to Enrollment Issuance Work Station equipment, computers, printers, and other products. Identified discrepancies against HSPD-12 Enterprise Identity Management Office policies and procedures, accurately capturing biometrics (fingerprints and facial images) and proper identification to issue and renew or revoke Personal Identity Verification (PIV) cards.
• Used IDMS to fully review contractor and federal profiles to properly issue HSPD-12 PIV cards. Created, updated and escalated incidents through teh ticketing system. Managed DHS issued mobile devices, granted users access to SharePoint, configured Dell systems and troubleshoot network connectivity. Composed and processed requests for HSPD-12 Return merchandise authorizations.

DHS Security/Customer Service Specialist

Confidential, Wash. DC

Responsibilities:

• Processed incoming visitors onto teh compound accurately and efficiently, making sure each visitor had a background check conducted (if needed) also ensuring each visitor had teh proper identification and or credentials to gain access to teh compound and entering all necessary information into various databases.
• Enforced security regulations and policies with each visitor and provided desktop support; creating, updating and escalating issues in a ticketing system.

Customer Service Specialist

Confidential, Wash. DC

Responsibilities:

• Processed transactions accurately and efficiently in accordance with SunTrust established policies and procedures. Identified customer needs by referring teh appropriate products and services. Completed monetary transactions accurately and efficiently and addressed customer questions and concerns referring them to teh appropriate internal resources for resolution.
• Generated sales and provided excellent customer service to instore, online and telephone customers. Performed a variety of operational activities such as merchandise display, cash wrap procedures, handling cash, check and credit card transactions and more.