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Technical Support Security

Houston, Texas, United States
March 08, 2018

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Email: ***** Breckenwood Mills Dr. Mobile: (703) ***-****

Humble TX, 77396


I’m seeking a career with a company that values its employees. I’m dedicated and highly energetic person who thrives in pressure situations and can be counted on when the going gets tough. Data migration support and deployment. Software distribution, remote control, and other SMS issues.


Operating Systems: XP / Vista / Windows 7 / Microsoft Server 2003 & 2008 R2

Hardware: PC Repair / Printers / Hubs / Cisco Catalyst Switches 1900 / 2900 Series Cisco Routers 2500 / 2600 / Cables / Cable Scanner / HP Laptops / Lanovo Think Pad

Software: MS Office / Word Perfect / PowerPoint / Outlook / Altiris / MS Word / MS Excel (Advanced Knowledge) / Visio / Project / Remedy / Backup exec 2010 / SharePoint / Active Directory, AutoCAD



Alorica; (Contractor; Modis) 12/2016 – Present

Desktop Support

I coordinate and delegate the responsibilities of IT teams. Oversee the day-to-day functions of the department. Conduct training sessions with employees so that they can be equipped with new knowledge and skills to remain current. I motivate my team and maintain a comfortable and conducive working environment. Migrated existing APAC XP users to Windows 7 via Altris PXE Server

Keep abreast of changes in the standards, technologies or methodologies

Carry out administrative functions

Give direction and guidance

Attend meetings, trainings or seminars

Review assignments for accuracy and quality

Delegate responsibilities

• Packaged and deployed 2,000+ unattended application installations.

• Resolved Microsoft Office Communicator issues.

• Daily use of Citrix Web Interface.

• Using System Center Configuration Operations Mangager (SCOM) 2007, worked with SCCM packing team to determine requirements for monitoring several servers to minimize user downtime.

• Provided user support and training via VPN remote access.

• Implemented the SMS and assisted with all software pushes.

• Used Citrix technologies to provide Web access to applications.

United States Department of Justice; TAX Division (Contractor; Inquisit LLC), 09/2013 – 04/2016

Help Desk: Analyst Lead

Provide technical support remotely and desk side to 800+ users, laptop/docking stations, printers, and peripherals. Respond to user service requests by phone/desk side to expediently resolve trouble tickets to minimize system downtime. I deployed new workstations and printers, installed applications, drivers, and configured hardware.

United States Department of Justice; Civil Rights Division (Contractor; Inquisit LLC) 07/2012 – 09/2013

Help Desk Analyst

Provide technical support remotely and desk side to 1000+ users with workstations/laptop and docking stations, printers, and peripherals. Respond to user service requests by phone/desk side to expediently resolve trouble tickets to minimize system downtime. Deploy new workstations and printers, installing applications, drivers, and configured hardware.

United States Department of Justice; Justice Management Division (Contractor; Inquisit LLC), 06/2011 – 06/2012

IT Technician

Install and refresh new images on the computers utilizing a PXE server.

Installed appropriate applications on the computers from the network servers.

Provide technical assistance deployed PC support and advise users.

Troubleshoot to interpret problems and provide support for hardware and software.

Analyze problems by using automated diagnostic programs and resolve recurring issues.

Modified, clean and repair computer hardware.

Listen carefully to the users to diagnose the nature of the problem.

Track incoming and out-going computers inventory.

United States Department of Justice; TAX Division (Contractor; Inquisit LLC), 09/2009 – 06/2011

Database Analyst

Primary Analyst Advisor to management, supporting the functionality for Consolidated Debt Collection System, (CDCS)

Analyzes business requirements to determine applicable data requirements.

Interact with technology users to resolve requirement questions, work with remote and local users to drive solutions.

Develop strong working relationships with various internal and external teams and developed a broad understanding of accounting policies, disclosure requirements, business standards, processes and procedures especially those related to user requirements.

Identified dependencies with external groups and coordinate as necessary to achieve project deadlines. Work with programmers to implement/ improve preventative and defective controls to ensure complete and accurate financial reporting gets provisioned.

Ensure that data is accurately defined and is accessible from the authoritative sources.

Carrie out agency wide guidance on the sharing of data used to conduct business.

Work with senior management, team leads, and customers to define the project and task requirements.

Assist in determining resource requirements, and other acquisition related documentation necessary to effectively obtain and manage the supported activities.

Independently plan, implement reports, and evaluate project tasks, respond to and resolve problems with the database.

Provide user training, technical advice along with preparing technical documentation.

Participate in special projects and serve as a project leader as required.

Perform level I and II support to maintain data base continuity, desk side user support, and telephone support.

Ability to resolve difficult customer support requests related issues involving a wide variety of desktop configurations.

Inquisit LLC. 05/2008 – 08/2009

Warehouse Technician

Day-to-day operations included shipping, receiving, storing and tracking of merchandise and logistics to ensure accurate inventory records.

Ability to work under tight constraints and changed priorities ensuring customers' needs are addressed.

Ensured high quality safety standards where met in the warehouse.

I maintained accountable inventory.

Expedite the movement of materials.

Responsible for supervising warehouse and storage functions.

Maintained and establish manual and automated records of materials, inventory and supplies involved with loading and unloading of equipment.

Develop and implement management controls for receipts, merchandise location, inventory control, distribution, and disposal.

Electronic Data Systems Corporation (EDS) 10/2005 – 04/2008

System Security Officer; Navy Marine Corps Intranet (NMCI)

Ensured implementation of security measures in accordance with Executive Order 12958 and achieved a 99% Security Rating.

Lead the implementation of security programs designed to anticipate access and minimize system vulnerability by coordinating all Certification and Accreditation activities related to the detection prevention and resolving of security breaches.

Installed, configured and maintained operating systems components and updated temporary fixes to existing programs.

Maintain documentation of installations and modifications made to systems software programs.

Participated in risk assessments and periodically re-evaluate sensitivity of systems, risks, and mitigation strategies.

Update System Security Plans and successfully achieved Defense Security Service (DSS) accreditation identifying and addressing exposures to accidental or intentional destruction, disclosure, modification, or interruption of information that may cause serious financial and/or information loss in accordance with NISPOM.

Notified the responsible IT Security Officer (ITSO) of any suspected incidents in a timely manner, and assisted in the investigation of incidents, as necessary.

I played a critical role in informing, evaluating, implementing changes or additions to IS advising and alerting general management on matters relating to information security.

Information Specialist; NMCI

I served as liaison for mediations between requesting account managers and software developers.

I supervised a technical team consisting of sixteen members of inside/outside plant.

Worked directly with the account managers to acquire the information needed to update or correct errors within the accounting software to improve the integrity of the data.

Facilitate requirements gathering for subsequent phases of development to be submitted at the Change Control Board reviews.

Record and track user information requests documentation.

I assisted in auditing the accounting database.

I participated in defining IT security requirements.

I participated in auditing the IT security applications.

Chaired team meeting disseminate information to internal and external teams.

I participated in identifying the intellectual properties which belong to EDS and not NMCI.

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