SUMMARY:

IT professional with over 8 years of IT Help Desk and Technical Writing experience, with 1 year of Security Analyst experience. I also have a background in administration skills. In my 9 years working in a Help Desk I’ve obtained different skills and would like to expand my knowledge in other IT fields.

TECHNICAL SKILLS:

Hardware: Verizon 8830, 8530, 9330 and 9530 BlackBerry s, Samsung Galaxy s S3, S4 and S6, S7, Samsung Galaxy Tab S

Applications/Tools: Microsoft Office Suite, Microsoft Office Outlook 2007, 2010, 2013, Corel Office Suite, Word Perfect X4, X5, BMC Remedy User Version 7.1.00, Windows Remote Assistance, Remote Access Assistance, Nortel Contivity VPN Client, Windows Internet Explorer 11, Mozilla Firefox 3.6.3, Active Directory, Auto - Archiving feature within Microsoft Outlook and Exchange, Enterprise Vault, Microsoft Windows Vista Enterprise, VMware, SCCM, BlackBerry Enterprise Server, AirWatch (Mobile Device Management), Tenable Security Center, Nessus, Splunk, IBM Endpoint Manager (BigFix) Web Reports, DbProtect

Operating Systems: Windows XP, Windows Vista, Windows 7, Windows Server 2008, Windows Server 2012

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Level 1 Help Desk Manager

Responsibilities:

• Manage a team of 8 employees in Help Desk phone support
• Manage all aspects of Level 1 performance, including training, mentoring, and coaching staff technicians
• Perform Quality Assurance of submitted Level 1 tickets, following up with technicians or customers as necessary
• Monitor call volume in ACD system to promote high agent availability and minimal hold times for end customers
• Set development and performance goals for staff technicians
• Created weekly/monthly reports from documented staff’s services
• Attend bi-weekly meetings with Government IT staff
• Coordinate with Help Desk Manager and other mangers to execute tasks and projects
• Write and edit Security Procedures and SOPs for the Help Desk
• Conduct interviews with prospective candidates

Confidential, Washington, DC

Junior Security Analyst

Responsibilities:

• Scan International Blackberry Devices to detect threats using Fixmo Sentinel Scanner
• Ensure that all monitored systems comply in accordance to DISA STIGS, FISMA, and NIST Special Publication (800-53)
• Provide support for the detection, response, mitigation and reporting of security threats
• Run vulnerability scans to evaluate the security risk posture using Tenable Security Center, and DbProtect
• Update patches and remove machines from network using IBM Endpoint Manager (BigFix)- Web Reports
• Provided real-time security data through Splunk
• Assist with editing the Mobile Device and Mobile Application Security Policy
• Assist with editing the Mobile Device Foreign Travel Security Policy
• Created and presented an Information Systems Contingency Plan for the 2015 Tabletop Exercise

Confidential, Washington, DC

Level 1 Team Lead

Responsibilities:

• Act as the Lead in the Absence of the Support Desk Manager
• Aid the Support Desk Manager with a team of 8 employees in Help Desk phone support
• Manage all aspects of Level 1 performance, including training, mentoring, and coaching staff technicians
• Perform Quality Assurance of submitted Level 1 tickets, following up with technicians or users as necessary
• Monitor call volume in ACD system to promote high agent availability and minimal hold times for end users
• Coordinate with Help Desk Manager and other Leads to execute tasks and projects
• Conduct interviews with prospective candidates
• Set development and performance goals for staff technicians
• Reset/Restart end-user Virtual Machines via vSphere Client
• Coordinated scheduling to ensure that all Level 1 shifts are covered, including weekends and holidays
• Prepared and evaluated monthly reports from documented staff’s services for further supervisory approval

Confidential, Washington, DC

Help Desk Coordinator 3

Responsibilities:

• Assisted user with logging into their VMWare environment
• Create and edit weekly Knowledge Base Articles
• Provided technical support for PC Hardware and Software issues via telephone and Remote Assistance
• Assist with training new employed technicians to the Help Desk
• Provide excellent customer service and strive to provide first call resolutions
• Use Remedy for running and tracking tickets
• Setup/Troubleshoot Network Printers
• Troubleshoot Local Printers for end Users
• Assist with creating/deleting users on the BES (BlackBerry Enterprise Server)
• Assist with creating Administrator accounts on the BES (BlackBerry Enterprise Server)
• Assist Users with BlackBerry activation and services
• Assist first time Users with their Username and password
• Unlock Users accounts in Active Directory
• Reset Users passwords in Active Directory
• Assist Users with Contivity VPN/Secure Remote Access software
• Assist with computer relocation in movement to additional locations
• Performed other tasks as required
• Assist with inventory of CPUs, and BlackBerrys

Confidential, Washington, DC

Office Automation Clerk

Responsibilities:

• Responsible for assisting in creating the Limited English Proficiency (LEP) website
• Performed clerical tasks and office automation duties such as: created copied, edited, calculated, revised, retrieved, stored and printed a wide range of documents in final form
• Received and answered routine telephone inquires; maintained office files; received, routed and distributed mail; maintained and ordered office supplies
• Performed other tasks as required