SUMMARY:

• IT specialist with 12+ years of professional experience in information security and digital forensics. Expert and highly familiar with a wide variety of security, engineering, networking, and operating system software. Possess an Associate Degree in Computer Systems Network Technology.
• Project Manager| Tier 3 Help Desk Specialist| User Training | Software/PC/LAN Troubleshooting|

TECHNICAL SKILLS:

• Manage and distribute help desk tickets using help desk ticketing software
• Responding to user issues in a large warehouse and in an office environment
• Troubleshooting and Replacing computers, monitors, document scanners, barcode scanners, printers and other peripherals in a fast pace environment
• Assist system engineers as needed
• Serve as system administrator on systems managed by the IT Help Desk
• Help Desk proficient in HTML, XML, XHTML, CSS, SharePoint, PowerShell, Office 365
• Coaching IT Help Desk Level I and Level II Technicians
• Performing password resets in Active Directory as well as .NET applications
• Advanced knowledge of Word, Excel, PowerPoint, Outlook, GoToMeeting, and experience with CRMS.

EXPERTISE:

• Excellent interpersonal skills, effective communicator and problem solver
• Driven to improve customer satisfaction, both internally and externally
• Ability to maintain professionalism at all times under high pressure situations
• Must be able to meet team goals and enjoy working collaboratively as a team
• Complaint Handling and deescalated situations

PROFESSIONAL EXPERIENCE:

Confidential, Southaven, MS

RESPONSIBILITIES:

• Data Migration
• Test & image desktops & laptops.
• Move software to desktops into laptops.
• Windows 10 upgrades.
• Microsoft Office 365
• Ability to setup and configure all hardware.
• Backup and burn user data.
• Provide technical assistance to support end users on the phone and in person.
• Developing and documenting improvements to current processes.
• Test and image and clean desktops, laptops, monitors, printers and other hardware.
• Team with coworkers in the execution of established processes and escalations and other technical issues.
• Installed Windows 10 upgrades to 1,200 units including desktops & laptops.

Confidential

Associate Project Manager/ Tier III Desktop Support

RESPONSIBILITIES:

• Resolving technical problems< - - please explain on site technical support and provide more detail --> blue screen of death, installed hardware, checking for software issues.
• Call Center handling calls 24/7/365
• Answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records.
• Routing calls to product line specialists, application, or system support specialists, as required.
• Maintaining and updating records and tracking databases.
• Alerting management to recurring problems and patterns of problems.
• Handling emergency calls when servers and systems shutdown or stop working.
• Active Directory, Service Now, Citrix, Linus OS, Microsoft O365,
• Perform Schema Management
• Perform basic UNIX/LINUX configuration
• Run and Remediate Oracle RDBMS Software and Database STIGS
• Perform RDBMS configuration, performance tuning, and troubleshooting.
• Responsible for management and installation of SSL Certificates on Linux Servers.
• Experience with hardware imaging (Win7/Win10)
• Data Migration
• PC Installation
• Installation of Docking Stations
• Windows 10 Upgrades
• Traveled site to site to fix down networks and train other desktop support.
• Associate Project Manager for Confidential Project worked closely with shareholders and Sr. project manager to meet goals and implement new directives and shortcuts.

Confidential

IT Helpdesk/ Computer Repairer

RESPONSIBILITIES:

• Help Desk Tier 3 Operator
• Reset Passwords and walk clients through resetting their passwords
• Use skype for business and Lync to gain access to the client computer and publish their GALS to the system
• Manages and/or provides guidance to junior members of the team and develops, documents, and maintains Linux systems documentation for educating new staff
• Reviews and deploys Linux system releases and vendor-supplied patches according to best practices
• Anticipates, mitigates, identifies, troubleshoots, and resolves hardware and software problems on all Linux systems
• Performs standard configuration, management, and maintenance tasks for related file systems, input/output systems, networking, clustering, storage, and applications
• Performs and tests system configuration and data backups and restores to ensure system recovery from error or outage and full data retrieval
• Coordinates with network engineering, database administration functions and customers to implement, install, and configure Linux systems and software that utilize industry best practices to meet corporate objectives
• Implements policies, procedures, and technologies to ensure Linux system security through secure system access, monitoring, control, and routine security evaluations.
• Travel to multiple sites daily and weekly to help upgrade systems and phone services.
• Data Migration
• PC Installation
• Installation of Docking Stations
• Windows 10 Upgrades

Confidential - Atlanta, GA

IT Support Specialist/ Help Desk Support

RESPONSIBILITIES:

• Monitors and evaluates efficiency of system usage and make recommendations to management to improve performance.
• Provide input to develop performance/security management of the platform
• Work with cloud computing vendors to create and maintain vms, containers, networks, security rules, etc
• Develop relationships with and work alongside other functional IT groups such as networking, database and security
• Physical installation and configuration of workstation, server and storage hardware used by Broadcast Systems Development for development and testing
• Traveled to all hospital sites in Georgia when the networks went down and scanned for viruses.
• Make architectural design decisions, solve technical problems, and make improvements to our systems
• Develop new tools and scripts to assist Network Operations.
• Data Migration
• PC Installation
• Installation of Docking Stations
• Windows 8 & 10 Upgrades

Confidential

Security Operations Center Security Analyst:

RESPONSIBILITIES:

• Monitor multiple security systems for the Confidential & Nashville Predators
• Investigate arising incidents caused by malicious activities, and identified false positives
• Documented security events daily to create a baseline of activity for the client network
• Led operations sizes of 500+ to 5,500 on game days
• Coordinated with federal, state, local agencies
• Traveled with Confidential to every game in state and out of state setup helmets so they can be on the same network with the coaches. Also ran the Security Operations Center to find lost or missing children.
• Providing threat analyst and detecting potential acts of terrorism
• Implemented loss child & elderly procedures
• Ran an active drill during an actual game without anyone noticing what was happening.
• While running the security operations center. I was able to establish a connection with everyone & ascertain their strengthens & weaknesses.
• Data Migration
• PC Installation
• Installation of Docking Stations
• Windows 7 &10 Upgrades

Confidential, Jackson, TN

Information Security/ Network Administrator

RESPONSIBILITIES:

• Monitored and managed email spam filters, firewalls, anti-virus systems, and vulnerability scanners
• Deployed and observed IDS sensors and their resulting alerts
• Performed in-depth forensics on workstation hard drives
• Investigated various security incidents, mostly the result of malware infections.
• Complete service tickets assigned specifically to the network admin role
• Perform routine maintenance issues
• Perform simple implementations/upgrades
• Data Migration
• PC Installation
• Installation of Docking Stations
• Windows 7 &10 Upgrades