Customer Service, IT Cyber Security
Resume:
Jamal Shamsid-Deen
Fredericksburg, VA 22407
***********.*****@*****.*** –
Key Skills
Technical Troubleshooting
Hardware Configurations
Offshore Team Collaboration
Software Installs
LAN Connectivity
Problem Diagnosis
Phone & Online Support
Client/Server Models
Preventive Maintenance
User Training/Support
Customer Service
Complaint Handling
Network Monitoring
WORK EXPERIENCE
Enterprise Service Desk Specialist Senior
Apex Systems - Quantico, VA - Present
Interacting with users and troubleshooting various technical issues with software including HBSS issues.
Supporting system administration with systems including installation, configuration, maintenance, monitoring, backup and restoration.
Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Participate in ongoing cyber security training with other 24/7 team members to promote security awareness and improve operational awareness and efficiency
Access Control Officer
Paragon Systems - Washington, DC - October 2007 to Present
Provide physical security for Federal Installations to ensure the safety of government buildings and employees,
Control access and entry points by ensuring that proper permissions are granted to users within the network
Monitor indicators and warning of threats and potential threats to voice, video, and data networks and associated systems
Identify potential security incidents, assemble indicators to support conclusions, and work with customer to remediate findings.
Programmed and issued temporary replacement PIV badges for Client, staff, and contractors using Lenel Access Control System
Participate in ongoing cyber security training with other 24/7 team members to promote security awareness and improve operational awareness and efficiency
Access Control Officer
Onpoint Security Systems - Arlington, VA - June 2004 to August 2008
Employed as a government contractor under the US Department of Homeland Security ICE Division. I performed the following duties on a daily basis:
Provide physical security for Federal Installations to ensure the safety of government buildings and employees,
Controlled access of entry points by ensuring that proper permissions were granted
Observed and recorded any abnormal behavior around the facility,
Programmed and issued temporary PIV badges for Client, staff, contractor, and liaison employees.
IT Specialist/Help Desk (CSMI) - Arlington, VA - December 2001 to June 2004
Assisted in the daily operations within company infrastructure. Duties included:
Accessing network on a daily basis to ensure it met necessary demands,
Managed the daily operations of the IT department,
Assisted in the troubleshooting and installation of host based hardware and software through the Remedy ticket system
Proven success working in high-volume technical call center. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
EDUCATION
Bachelors of Arts in Criminal Justice
•Saint Leo University - San Antonio, FL, 2010
•Walter Biddle Saul High School - Philadelphia, Pa. 1993
CERTIFICATIONS/LICENSES
Active Secret Clearance May 2010 to May 2020
Active Public Trust Clearance – US Department of Homeland Security
Comptia Security + ce certification November 2016 to November 2019
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