SUMMARY

• IT Security Analyst with a passion and talent for aligning security processes, policies and procedures with security standards and operational goals by maintaining the security and integrity of data.

TECHNICAL SKILLS

Operating Systems: Windows 10/7/8/Vista/XP, Microsoft Server 2012 R2, iOS, Android

Software Applications: Microsoft Office Suite, Active Directory, VPN, VMware (vSphere, Horizon), Citrix, Microsoft Exchange, Hyper - V Manager, Group Policy Management, Print Management, Remote Desktop Connection, Dame Ware, Norton Ghost, BlueJeans, WebEx, WSUS, Remedy, Kaseya, ServiceNow

Security Applications: SIEM (Splunk), Packet Capture (Wireshark), Port Scanner (NMAP) PKI (Entrust), Patch Management (SolarWinds, SCCM), Endpoint Encryption (McAfee, Checkpoint, BitLocker) Identity and Access management (RSA SecurID, Active Directory), Mobile Device Management (MaaS360), Vulnerability Scanning (Nessus), IPS (Snort)

Hardware: Desktops & Laptops (HP, Dell, Lenovo) Network Printers (HP, Dell, Xerox, Canon, Lexmark), Servers (HP, Dell) Smartphones (iOS, Android), Cisco Video Conferencing, Cisco VOIP, Thin Client (Dell)

PROFESSIONAL EXPERIENCE

Confidential

End User Computing Specialist

Responsibilities:

• Federal Government Contract with Department of Energy (DOE)
• Recording and tracking support calls to the IT help desk.
• Identifying, isolating, tracking, documenting, and resolving end user requests and problems regarding desktop hardware and software.
• Quickly responding and resolving service problems by phone to the maximum extent possible and at the client workstation when required.
• Providing on-site repairs for desktop computer, printers, monitors, and other peripheral equipment.
• Coordinating and supporting the installation, service, technical consulting, and repair of desktop computers, printers, workstations (physical and virtual), and other computing resources.
• Developing and maintaining user help guides, as required.
• Installing and distributing wireless devices, to include mobile devices and provide end-user training, based on requests.
• Designing, developing, and maintaining standardized client images for deployment purposes, including activities associated with the creation and maintenance of preconfigured workstation “images” to facilitate the rapid deployment or the rapid restoration of existing equipment.
• Imaging, deploying, and maintaining computers and laptops to users in a timely manner.
• Installing and maintaining network and personal printers and other peripheral devices as required.
• Providing support for VPN access users.
• Assisting in troubleshooting computers used by telecommuters, travelers, and other off-site personnel.
• Providing computing user IDs, passwords, and computing resource authorization support, including new user validations and invalidations for departing users across all platforms and systems in use at the government client.
• Designing, developing, and maintaining installations for a variety of application software. This includes both COTS applications and internally developed applications.
• Using effective, efficient, and automated centralized management techniques, where suitable to a enough like configured projects.
• Proactively recommending changes and/or enhancements to IT systems to provide better efficiency, productivity, and stability.
• Providing services to ensure desktop assets are physically installed and delivered to support the end user/use requirements.

Confidential, Washington DC

Help Desk Specialist

Responsibilities:

• Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in person, over the phone, or both.
• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.
• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems.
• Maintains records of contacts and system problem/resolution logs for trends analysis.
• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.
• Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components.
• Performs preventive maintenance.
• Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.
• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.
• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system
• Provides technical and end-user support for commercial PC operating systems and COTS and/or custom applications.
• Assists with implementing new commercial software and other technology deployments and upgrades.
• Troubleshoots, diagnoses, and resolves PC software/configuration problems