Daniell Dunston

Frederick, MD *****

ad1hxm@r.postjobfree.com

+1-240-***-****

Authorized to work in the US for any employer

Work Experience

Cyber Security Analyst

National Institutes of Health - Bethesda, MD

October 2022 to Present

• Review Cloud Security findings via automated scans and conduct remediation activities according to playbooks

• Conduct Cloud Security daily operations such as onboarding new cloud accounts into our systems

• Perform validation of previously identified cloud security findings

• Assist Ops lead with revamping the Security Remediation Program

• Build Jira Dashboards and Reports to assist team with the Security Remediation Program

• Develop communications around the Security Remediation Program

• Work with customers to oversee remediation of identified security issues

• Perform technical and non-technical compliance activities.

• Perform cyber and physical security transactional access control activities on behalf of Corporate and Information Security Services (CISS), HR, Business Unit, and IT application owners in support of security risk management, compliance, and business requirements. Activities include (but are not limited to) the support of user onboarding, job transfers, terminations, contractor conversions, ID badging and physical access, IT application user access provisioning/revocation, identity and access control system maintenance, troubleshooting on failed AGS/ACAS

Tier 2 Technical Support

NHTSA Help Desk - Support

October 2021 to October 2022

● First point of contact for generating action tickets based on incoming users and then seeing those tickets through to resolution

● Provided over-the-phone troubleshooting support to help end users set up or re-configure cable boxes and reset WIFI routers

● Documented calls within internal ticketing system, provided a detailed breakdown of support and created tickets for escalation

● Followed up with customers to verify optimal satisfaction following support engagement and problem resolution

• Microsoft 365 platform• Windows 10 Migration• Instructs and provides training to employees in the proper use of IT related software and hardware

• Provide basic printer support. • Hardware repairs to PCs and Laptops.• Support phones and tablets.

• Troubleshoot and resolve OS, application, malware desktop related issues on various Windows Issues.

• Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related Issues.

• Experience with Local and network printing setup

• Follows up with escalation points of contact to ensure satisfactory resolution of end user technical Problems as needed.

Deskside Support

DEPARTMENT OF COMMERCE - Washington, DC

February 2022 to August 2022

• Install, troubleshoots, and repairs hardware and software according to the standards set by company Information Technology Department.

• PC refresh - PC Decommission.

• Perform remote troubleshooting using software like SCCM and Remote Desktop Protocol.

• Provide Windows 7, 8 and 10 Desktop support (troubleshoot OS and applications)

• Sets up equipment and domain accounts for employee use, ensuring installation of appropriate Software.

• Imaging, Configuration, Backup and Software Deployment in Windows 7, 8 and 10 Microsoft 365 Platform

• Windows 10 Migration

• Troubleshoot Multifactor authentication • Troubleshoot Outlook, Skype, and Zoom.

• Mobile Device Management support

• Troubleshoot & Support VPN (Cisco any connect)

• Use ticket tracking system such as Fire /Service Now to access assigned tickets and close them.

• Instructs and provides training to employees in the proper use of IT related software and hardware.

• Provide basic printer support.

• Hardware repairs to PCs and Laptops.

• Support phones and tablets.

• Troubleshoot and resolve OS, application, malware desktop related issues on various Windows Issues.

• Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related issues.

• Experience with Local and network printing setup.

• Understanding of both wired and wireless networks.

• Basic hardware troubleshooting, including upgrades to system hardware and software components.

• Follows up with escalation points of contact to ensure satisfactory resolution of end user technical Problems as needed.

• Identifies and diffuses challenging end user behavior using established customer service techniques.

• Logs call information into the Support Team system for tracking and escalation.

• Contributes to development and maintenance of Level 1 technical documentation as needed. Help Desk

RADNET DESKTOP SUPPORT

May 2019 to August 2020

• Sets up equipment and domain accounts for employee use, ensuring installation of appropriate Software.• Imaging, Configuration, Backup and Software Deployment in Windows 7, 8 and 10• Microsoft 365 platform• Windows 10 Migration• Instructs and provides training to employees in the proper use of IT related software and hardware.• Provide basic printer support.• Hardware repairs to PCs and Laptops.•

Support phones and tablets.• Troubleshoot and resolve OS, application, malware desktop related issues on various Windows Issues.• Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related Issues.•

Experience with Local and network printing setup• Follows up with escalation points of contact to ensure satisfactory resolution of end user technical Problems as needed. Scheduling Coordinator

United Healthcare - Columbia, MD

July 2018 to November 2019

● Regularly met and exceeded scheduling targets of 30 patients per day● Utilized Genesys to identify and target eligible patients to schedule in-home preventive care appointments to avoid expensive medical treatments● Explained procedures to patients to reduce anxieties and increase patient cooperation ● Promoted available products and services to patients during calls to increase engagement and service diversification

Patient’s Advocate Covance - Gaithersburg, MD

November 2017 to June 2018

Supported patients in understanding individual rights and responsibilities regarding care, coverage and payment which lead to an increase of patients starting investigations into service denials● Helped members by calling doctor’s office to file appeals for insurance denials and worked with insurance companies to resolve disputes● Translated complicated insurance and medical jargon into layman ‘s terms for patients to better understand their insurance appeal cases

● Assisted patients in understanding individual rights and responsibilities about care, coverage, and payment

Tech Support/Sales Agent

Comcast - Silver Spring, MD

May 2017 to January 2018

● First point of contact for generating action tickets based on incoming users and then seeing those tickets through to resolution● Provided over-the-phone troubleshooting support to help end users set up or re-configure cable boxes and reset WIFI routers● Documented calls within internal ticketing system, provided a detailed breakdown of support and created tickets for escalation● Followed up with customers to verify optimal satisfaction following support engagement and problem resolution Computer Sales Representative

BestBuy - Silver Spring, MD

October 2013 to June 2016

Successfully converted more than 50% of inquiries into sales Identified and recommend specific products and devices based on customer need and budget

Performed live demonstrations of devices and to help the customer understand functions and how it may be beneficial to their lifestyle which led to an increase in sales Maintained updated knowledge of products, services, and bestselling practices Configured Hardware, devices, and software to set up for demonstration purposes

Education

Associate degree in Information Technology

Skills

• Active Directory

• Remote Access Software

Certifications and Licenses

CompTIA Security+

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