Network Security It System

Brianna Eason

Chesapeake, Virginia 757-***-**** *************@*****.***

Support Professional with 4+ years of experience providing phenomenal customer support across a variety of technical IT system issues. A key team member holding a proven track record in using technical capabilities to support teams in resolving complex matters. Consistently provide practical user support to resolve issues and coach users while demonstrating patience, clarity, and compassion.

EDUCATION

TIDEWATER COMMUNITY COLLEGE ASSOCIATES OF COMPUTER SCIENCE

Relevant Coursework: Microcomputer Operating Systems, Calculus, Network security Basics, Public Speaking, Finance, Server Administration, Data science foundations, Network Fundamentals, Router Basics, and Configuration (ICND1) - Cisco, Incident Response and Computer Forensics

Anticipated May 2025

COMPTIA SECURITY+ Certification

April 2023

SKILLS & ABILITIES

Operating systems Web support Research skills Troubleshooting Microsoft Office Strong data analytical skills Training & Development Strong Organizational, Communication, and Interpersonal skills Passion for solving complex technical issues Impeccable time management Strong data entry skills with a typing speed of 70 WPM and high-level accuracy

EXPERIENCE

HELP DESK SPECIALIST MD TECH, SOLUTIONS LLC 01/2017-01/2021

●Diagnose and resolve software and hardware incidents, including operating systems (Windows) and

●across a range of software applications.

●Assisted our users with any logged IT related incident when called upon.

●Accurately recorded, updated and document requests using the IT service desk system.

●To resolve incidents and upgrade different types of software and hardware.

●To resolve incidents with printers, copiers, and scanners.

●Responds to telephone calls, email, and personnel requests for technical support. Handled a heavy call volume.

●Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)

●Analyze, evaluate, and test software and hardware problems.

●Daily support of the local, wireless, and wide area network including switches, routers, and firewalls.

MAXIMUS CUSTOMER SUPPORT SPECIALIST 01/2020 TO PRESENT

●Responsible for troubleshooting a wide variety of technical issues ranging from Windows server, network connectivity, and warehouse equipment issues.

●Prioritize tickets on ServiceNow to ensure our local and remote end users receive updates and resolutions in a timely manner.

●Demonstrate accountability and ownership by employing a strong work ethic to solve complex problems from start to finish.

●Perform research by asking clarifying questions, gather relevant data, and resolve the manner using a data driven approach.

●Provided 24/7 support to fulfillment centers and participate on a rotational or on-call shift, when needed.

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