acvtfb@r.postjobfree.com 240-***-****

Cyber Security Analyst

I am looking to expand my newly developed skills and knowledge in the Cyber Security field. Currently seeking an opportunity to develop new skills and grow in a company with hands on experience.

• Ability to provide excellent customer service

• Fast learner, trainer and leader

• Managed multi assignments and work independently in a fast paced- environment

• Strong problem solving skills and troubleshooting hardware and software.

• Experience in using bi-lingual skills- English and Spanish

• Experience with Microsoft Office, Outlook, Active Directory, Remedy BMC, Photoshop, Adobe software and Second Life.

• Experience with Windows Operation System, Linux, Mac OX S Professional Experience:

Center for Deployment Psychology Dates: October 2015- Present Rockville, MD Supervisor: Kevin Holloway

Title: Online Technical Support

• Manage technology and computer questions from CDP staff, faculty and customers by phone, email or in person.

• Assist CDP staff and faculty with computer hardware and software issues as needed.

• Assist CDP customers with computer related issues required for attending CDP programs, e.g. trouble-shooting setup and configuration of appropriate computer hardware and software to attend an online training workshop.

• Develop power point or similar products for CDP programs.

• Support online program with scheduling, coordinating and managing technological aspects of meetings, including CDP meeting utilizing online platforms.

• Inform the online team of latest technology developments by reading trade publications, websites and manuals.

• Train CDP employees and customers in use of new software, hardware, and other technology systems.

• Install new programs and equipment and ensure proper functioning of computer systems working with HJF/IT.

Northrop Grumman Dates: April 2015- October 2015

Herdon, VA Supervisor: Jim Hoffman

Title: Help Desk Specialist

• Provide helpdesk support and resolve problems to the end user’s satisfaction

• Monitor and respond quickly and effectively to requests received through the IT helpdesk

• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

• Modify configurations, utilities, software default settings, etc. for the local workstation

• Assist with on boarding of new users

• Report issues to the Service Desk for escalation such as site connectivity outage

• Manage PC setup and deployment for new employees using standard hardware, images and software assign users and computers to proper groups in Active Directory

• Perform timely workstation hardware and software upgrades as required acvtfb@r.postjobfree.com 240-***-****

Westat Dates: January 2015- April 2015

1500 Research Blvd suite 100F Supervisor: Linda Miller Rockvile, MD 20850

Title: Help Desk Agent

• Explain computer terminology and use technical solutions to help individuals with limited computer skills

• Answer call with a professional courtesy and proper phone etiquette

• Assist staff with home internet connections, wireless modems and printers

• Create an incident number and follow-up on assigned tasks using BMC software.

• Use reference materials from a variety of sources such as network-based electronic files, printed manuals, and the internet

• Answer live chat with excellent typing skills professional electronic communications etiquette Bank of America Dates: February 2012- 2014

6038 Greenbelt Road Supervisor: Berta Alfaro

Greenbelt, MD 20770

Title: Sales and Service Specialist

• Troubleshoot systems to determine needed hardware or software changes

• Process transactions accurately by using software such as Merlin Teller

• Accurately access customer accounts by using Interact (Data storage software)

• Communicate with my co-workers via e-mail (Outlook software)

• Establish, retain and deepen relationships with banking center customers

• Resolve complex service issues or referring to appropriate associate to guarantee customer satisfaction and retention.

• Provide proactive sales activities of basic products while referring more complex requests (e.g., complex small business accounts or mortgages) to an associate with more in-depth expertise Target Dates: 10/2010 – 10/2012

5700 Bou Avenue Supervisor: Monday Mogollon

Rockville, MD 20852

Title: Guest Services Team Leader

• Took systems off-site as needed major repairs/rebuild

• Disassembled systems on-site to diagnose issues and make selected repairs

• Resolve selected issues with registers, card readers or hand scanners

• Resolve guest questions, problems and complaints in a fast and friendly manner

• Handle product as necessary to ensure guest service experiences are met

• Lead cashiers to spend and service excellence by setting high expectations Technical Skills

Microsoft Suite (Word, Excel, PowerPoint, Outlook) Operating Systems: Windows XP/Vista, Windows 7 and Windows 8 Education

University of Maryland University College B.S. Cyber Security – Computer Network Certificate (May 2017) Montgomery College A.A.S Cyber Security – CompTia Security + Certification- Public Trust Clearance

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