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IT Analyst. Help Desk Analyst

Tampa, Florida, United States
August 23, 2018

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Andy Harrison

Tampa, FL ***** 727-***-****

Information Systems Specialist

Cybersecurity Systems & Operations IT Infrastructure Support Information Security Support

Active Government Secret Clearance

Dynamic technology professional with a strong track record of creating world-class, secure, and groundbreaking enterprise business solutions that take performance to new levels. Excels at implementing, troubleshooting, and optimizing complex IT, security, and telecommunication systems. Proven ability to effectively support and train end users to maximize their technology use and performance. Collaborated with cybersecurity engineers in optimizing infrastructure security through advanced system scanning, penetration testing, and analysis.

Information Security

Penetration Testing & Analysis

End User Support & Training

Virtual Environment Administration

Enterprise IT Solution Development

Digital Mail Handling Services

Telecommunications Systems

System Configuration & Support

IT Troubleshooting

Root Cause Analysis

Data Analytics

IT Administration


LEIDOS - VETERANS HEALTH DIVISION (VA), Clearwater, FL 2014 – Present

Systems Integration Analyst

Assisted in Cybersecurity support for the Veterans Affairs Intake Conversion Mail Handling Services (ICMHS), Digitized Mail Handling Services (DMHS), and Enterprise Data Analytics-Driven Application Delivery & Interoperability Platform (CareC2).

Fully accountable for management and oversight of the enterprise network infrastructure including configuring client and corporate connectivity devices and ensuring secure communication with the corporate domain.

Leverage extensive IT knowledge and capabilities to assume lead point in two additional areas overseeing the office network infrastructure and staff as well as acting as the primary help desk support.

Saved the company hundreds of thousands of dollars by not paying two additional personnel in these roles.

Continually analyze and troubleshoot internal application and client network issues with full accountability for installing, repairing, replacing, and configuring all systems and equipment.

Partnered with Lockheed Martin and Leidos internal engineers to execute a major network migration from Lockheed Martin to the Leidos corporate network infrastructure.

Collaborated with network engineers to configure 48 port Cisco Catalyst PoE switches end-to-end between offices and Leidos primary corporate domain and data centers.

ACCLARIS, INC., Tampa, FL 2012 – 2014

Information Technology Specialist

Technology subject matter expert executing all end user onsite and remote system deployment and support including troubleshooting and resolving all enterprise healthcare and financial/administrative applications and hardware issues.

Conducted Cisco (CUCM) and Polycom IP telephony configuration, installation, and support.

Showcased mastery of McAfee ePolicy Orchestrator to configure, deploy, and monitor clients' IT infrastructures while integrating with MS Systems Exchange & Active Directory to control user & machine access to the domain.

Expertly controlled all corporate level access to the domain.

Utilized the VMware Horizon enterprise portal to control user access to cloud-based components and resources.

Oversaw the LobbyGuard system in addition to configuring and managing the ADT-Tyco badge & biometrics system.

Set up, troubleshot, and maintained wireless devices such as tablets, iPads, ultra-books, iPhones, and Androids.

Optimized network performance by configuring and supporting RSA VPN hard & soft tokens, installing & testing network drops between users’ telecommunications devices and server/network infrastructure, and resolving network port security issues.

Recommended and received approval to install a Cisco voice application on all staff computers to facilitate conference calls across the network, which saved the huge cost of upgrading or replacing the phone systems.

Spearheaded the implementation of NIST SP 800-53 security control guidelines.

STREAM (DELL, INC.), Tampa, FL 2008 – 2012

IT Support Specialist (Dell Pro-Support)

Adeptly optimized IT infrastructure performance with primary focus acting as the Dell-Pro-Support Specialist.

First point of contact for end user calls and tickets, following up quickly to remotely identify and resolve their network hardware and application issues.

Key support resource for all network types including local area networks (LAN), Wi-Fi, wide area networks (WAN), and more.

Installed, configured, and maintained network applications, system tools, and client systems on their own corporate networks.

Conducted remote and onsite systems setup and configuration as well as rebuilding, troubleshooting, and upgrading older systems' hardware.

Effectively and professionally resolved all escalated client issues within tight deadlines to ensure zero-minimal downtime.

Expertly troubleshot an array of issues ranging from viruses to operating system (OS) functions to registry problems and continually followed up with clients through to final resolution.

Built, configured, tested and deployed machine images in the IT lab before deployment on end user machines.

Prior experience as Independent IT Consultant (2007-2008), Minneapolis, MN, Auto Cast-On-Strap Machine Maintenance & Operations Technician (2004-2006), Johnson Controls, Inc., Tampa, FL, and Machine Parts & Electronics Fabrication Technician (2001-2004), Hoffman Engineering Company, Brooklyn Center, MN.

Key Professional Traits:

Reliable and dependable employee

Highly organized and dedicated

Handles multiple projects under high pressure and consistently meets deadlines

Possesses excellent written, oral, and interpersonal communication skills

Thrives in a challenging work environment

Good team player, good team lead

Trained and motivated current and onboarding IT staff

Innovative, strong attention to detail and ability to quickly learn and adapt new technologies

Expert in services. Achieved numerous highest client support and satisfaction awards

Self-motivated, and independently takes on challenging projects


Bachelor of Science in Computer Engineering, University of Lagos, Lagos, Nigeria

Diploma in Networking & Internet Security, Florida Career College, Riverview, FL, 2008

Diploma in Information Technology, Brown College, Mendota Heights, MN, 2004

Professional Development

Ongoing: Security+ Certification, Certified Ethical Hacker (CEH), Certified Security Compliance Specialist (CSCS), Certified Information Systems Security Professional (CISSP)

Current: Possess- active Government Secret Clearance,

ITIL Certification.

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