Customer Service Security

Mark Alonzo

404-***-**** ■ ****.*.******@*****.***

PROFESSIONAL SUMMARY

A result-driven Certified IT professional with over 5 years experience in customer support of information systems and

troubleshooting both wireless and wired connections. Strong customer service and problem solving skills including

the ability to provide diligent, prompt, and courteous responses to users’ questions or PC issues. Capable to upgrade

computer software, hardware and antivirus software. Skilled at integrating customer specifications and technical

requirements with sound business practices to provide the best possible services to surpass expectations. Recognized

leader with strengths in honesty, teamwork, and multi-tasking. Excellent interpersonal skills. Active Security

Clearance.

CERTIFICATIONS

• A+ • CCNA Security (Work in Progress)

• Network+ • Security Clearance: Top Secret SCI

• Security+

• CCNA

TECHNICAL SKILLS HIGHLIGHTS

Operating Systems: Windows XP, Windows Vista, Windows 7, OS X, Server 2003 and 2008

Applications: Microsoft Office Suite (including MS Visio), Citrix, Symantec, Shadow

Protect, Bomgar, HBSS, Solarwinds, Active Directory, Netwitness

Hardware: PC assembly, configuration and troubleshooting, Servers and Printers

Networking: Cisco routers and switches, routing protocols, Frame Relay, ACLs, VPNs

PROFESSIONAL EXPERIENCE

Sargent

Army National Guard, Ft Gillem, GA 10/2009 – present

• Install and support LANs, WANs network segments. Internet and intranet systems

• Ensure network connectivity throughout a company’s LAN/WAN infrastructure is on par with technical

considerations

• Assign routing protocols and routing table configurations

• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital

assistants, software deployment, security updates and patches.

Cyber Security Analyst 11/2014 -- present

ICF International

Key Accomplishments: Ensures no compromise of a network with hundreds of thousands of users by constant

surveillance of network traffic with the use of many different tools.

• Day to day monitoring, analysis, decision-making, and response to network and security events based on

approved standard operating procedures.

• Reviews and analyzes PCAPs through Wireshark to identify any malicious or unauthorized activity on the

network.

• Analyzes Snort rules and alerts to ensure network is not compromised

• Uses both open source and proprietary tools to do investigations of suspicious activity

Technical Support Representative 10/2013 – 10/2014

Computer Generated Solutions, Atlanta, GA

Key Accomplishments: Successfully supported over a thousand users’ worldwide providing information in

response to inquiries about accounts, products, and/or services within a call center environment.

• Professionally maintained effective customer service support and call volumes according

to company standards.

• Generated incident tickets using Service Now Ticketing system

• Performed server reboots, backups and manages services

• Used RDP to perform maintenance and troubleshooting remotely

• Administered user accounts using Active Directory using Server 2008

• Administered Blackberry users via Citrix

• Administered IPhone users via Airwatch

Independent IT Contractor

SA IT Services, Atlanta, GA 02/2013 – 05/2013

Key Accomplishments: Effectively managed system migrations from Windows XP to Windows 7

for over one hundred clients. Provided technical leadership in areas of system migrations and service-focused on-

site technical support.

• Performed installations, maintenance and repairs on customer equipment.

• Configured hardware, software and network components.

• Processed client files and schedule appointments.

• Interacted with customers by following established procedures to ensure customer satisfaction.

• Provided break-fix reactive support and installation for low, mid, and high-end products.

Computer Technician

Startime Computers Inc., Decatur, GA 07/2004 – 08/2006

Key Accomplishments: Offered a full range of preventative maintenance support for PC, MAC, Laptop and

Desktop. Generated new and returned clients and provided a high-level of service through consistent

communication and pro-active follow-up.

• Performed Virus removal and system reimaging

• Performed hardware maintenance and upgrades

• Built and refurbished Desktops and Laptops

• Installed and configured operating systems.

• Cloned and installed hard-drives.

• Set up spy-ware and anti-virus programs.

EDUCATION

Omnitech Institute, Atlanta, GA - Network Engineer Program, 2014

Coursework & Student Lab: PC assembly, troubleshooting and repair; designing, connecting, and troubleshooting

LANs, WLANs and WANs; installing and configuring different workstation operating systems -Windows XP, Vista,

and Windows 7, worked on IDE, SATA, SCSI drives; USB; DVD drives etc.

Technology Center Inc., Norcross, GA - Network Operating System Specialist, 2014.

Coursework & Specialty: Security

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