Help Desk Support

KEY RYONG HONG

(Active Public Trust Clearance)

**** *** **** ***** ~ Columbia, MD 21044

443-***-**** ***.*****@*****.***

INFORMATION Technology

Detail oriented, self-starter with a firm grasp of organizational proficiency proven by a strong record of analyzing problems, determining approaches, compiling data and ensuring that program and organizational policies match state of operations. Experience supporting staff and end-user request to assist resolving laptop and other peripheral device issues. A respected professional with a reputation as a direct, honest, and approachable individual with impeccable integrity and ethics.

EDUCATION

UMBC TRAINING CENTERS CYBERSECURITY ACADEMY

Certificate in Cyber Foundations Program(Comptia A+, Network + and Security +), December 2014

UNIVERSITY OF BALTIMORE, Baltimore, MD

Master of Business Administration, Finance, December 2007

HANKUK UNIVERSITY OF FOREIGN STUDIES, Seoul, South Korea

Bachelor of Arts, Spanish Literature, February 1995

CERTIFICATION

CompTIA A+ CE (Exp Jun 19, 2021)

Certificate ID COMP001020783163

CompTIA Network+ CE (Exp Jun 19, 2021)

Certificate ID COMP001020783163

CompTIA Security+ CE (Exp Jun 19, 2021)

Certificate ID COMP001020783163

CompTIA CASP CE (Exp Jun 19, 2021)

Certificate ID COMP001020783163

CCNA Router and Switching Exp (Apr 23, 2020)

Cisco ID CSCO13168653

ITIL Foundation Certificate Effective Sep 30, 2017

in Service Management GR750335761KH

PROFESSIONAL EXPERIENCE

Social Security Administraion, Woodlawn, MD (Contractor) Nov 2018 – Present

System Operations Support Specialist (Public Trust Clearance – 40 hours per week, full time)

• Perform operator checks for CICS, DB2, WebSphere Application Server on IBM z/OS

platform.

• Initialize IPL and shutdown processing in multi-software IT environment in IBM mainframes.

• Monitor, investigate and report events on IBM z/OS system, CICSplex distributed platforms

and WebSphere application servers.

• Operate Tivoli, Omegamon, Tivoli Enterprise Portal Service and Introscope monitoring tools

To monitor z/OS, CICS, DB2, MQ and CICS Abend-aid systems.

• Identify and troubleshoot WebSphere software anomalies and errors(EC3 abends, Proxy

Server, cells, nodes, and servants processing issues).

• Identify, analyze and report WebSphere Messaging software anomalies in dead letter queues,

monitoring agents, and queue managers.

• Evaluate system processing through monitoring syslog data.

Social Security Administration Headquarters, Woodlawn, MD (Contractor) Nov 2015 – Nov 2018

Help Desk Program Analyst (Public Trust Clearance – 40hrs per week, full time)

Provide tier 1 and 2 technical assistance via phone, Microsoft Remote Desktop, Skype or Bomgar for Cisco VPN connected Social Security Administration employees and contractors.

Provide technical assistance with Enterprise Single Sign On module and technical assistance with password synchronization for Mainframe production, validation and integration region servers.

Provide technical assistance with configuring PIV cards and adding end-users profile on McAfee encryption software via ePO server.

Diagnose and implement solutions for multiple domain or component user’s authentication issues (PIV card credentials and computer cached profiles) via Active Directory users and computers console and Enterprise Single Sign On Module.

Provide technical assistance or information to users for Microsoft 2013 Office Suite applications (Word, Excel, Project, Vizio and Outlook) via phone, email and instant messaging.

Create Heat system tickets, follow-up on open tickets with end users (phone, email, and instant messaging) and provide ticket status report to the management.

Escalate events and tier 1 and 2 incidents associated with commission level staffs to tier 3 analysts. Send email with status reports to management.

Analyze user surveys to implement efficient solutions and share feedback with other analysts.

Performed evening shift (M – F, 5:30 – 8 PM) support for SSA federal and contract employees.

Perform weekdays evening shifts (6 – 10 pm) to support Office of Commissioner Personnel and Staffs via email or Blackberry phone.

Perform HP and Dell laptop PXE server reimaging, automation process, ensure McAfee full disk encryption and push CCB security updates and patches via Software Center 2012 R2 Configuration Management.

Check and monitor BIOS configuration and settings per agency’s standard operating procedure.

Perform Laptop and workstation’s pre-authorized RAM and Solid State Drive upgrade installations.

Maintatin and monitor Deep Freeze tool, security updates and patches for end-user’s workstations.

Update and implement new procedural documentations from site LAN Coordination components.

RAINBOW ADULT DAY HEALTH CARE CENTER, LLC, Columbia, MD July 2011 – Oct 2015

Business office IT help desk support (2011 – 2015, 40 hrs per week, full time)

Update software programs and hardware firmwares and troubleshoot computer network connectivity issues.

Install and/or upgrade new OS (Windows Vista and 7 business premium) and Third-party malware and antivirus programs.

Manage and control company desktop asset inventory.

Provided assistance with updating and configuring accounting softwares.

Participate in budget design and administration for computers and peripherals acquisitions.

Troubleshoot LAN segments, external internet and intra network connections.

Streamline costs through effective negotiations with third party vendors and work with contractors for PC peripherals repair and maintenance.

Handle Human Resource activities; interview and hire IT staff and manage daily operations supervision.

Ensure all vehicles are maintained in safe condition and implement preventive maintenance policies for vehicles and facility.

Payroll Administrator (2009 – 2011, 40 hrs per week, full time) July 2019 – Jun 2011

Worked with accounting department regarding support invoices and expense receipts from facilities.

Maintained master payroll file and monitored compensation history using HR Management System (HRMS) software.

Prepared worksheets/batches to submit to Payroll software and added final data (hours worked) for hourly and salary employees after receiving final approval of Business Office and Program Directors.

Followed deadlines for payroll period (semi-monthly), downloaded payroll registers, funding reports and communicated to Executive Directors final payroll funding to be wire transferred for checks.

Handled employee questions and made reconciliations as needed.

Collaborated with Information Technology regarding needs of centers and assisted with installation of computers and printers; ensured installation of appropriate antivirus software on each computer.

ALBERT KIM CPA. P.A., Baltimore, MD Oct 2008 – Jun 2009

Accounting Support (40 hrs per week, full time)

Updated and processed payroll accounts for 300+ small business clients.

Prepared Federal, State withholding tax, Unemployment Insurance Tax statements and State Sales Tax to Comptroller of State of Maryland.

Resolved pending withholding tax issues and prepared tax audit worksheets.

Professional Skills

Fluent in Korean and Spanish (Writing and Speaking).

Enterprise Technical Support.

Executive level Support.

Service Management in relation to Business objectives.

Masters level communication and management across teams and departments.

Technical Skills

Enterprise Single Sign On user account support.

Mainframe production, validation and integration password synchronization.

Encryption by-pass and components installations.

Providing information on user’s authentication via Active Directory.

Skilled in Microsoft family products (Oulook, Word, Excel, Access database, Visio and Project).

Laptop (HP and Dell) imaging and automation process.

Understanding of Software Center 2012 R2 Configuration Management.

Hardware upgrades and installations.

LAN, internet, and intranet support.

Contact this candidate