Damon E. George

Buford, Ga 678-***-**** ad1m3e@r.postjobfree.com

https://www.credly.com/go/f6V75bfWibEWhXVhPagCug

Professional Summary

A self-motivated IT professional with over 15 years’ experience in desktop and help desk support, having successfully served organizations with exceptional technical expertise and customer-centric solutions. Recently achieving my CCNA certification, I am now transitioning my proven skills from desktop\help desk support, bringing a fresh perspective and the latest networking knowledge to a new opportunity. My extensive background in user support, problem resolution, and technology-driven solutions positions me as a reliable resource in delivering prompt assistance and ensuring seamless IT operations. With a newfound proficiency in networking, I am well-prepared to contribute to the success of your team and organization.

Profile

• Led a variety of IT related projects such as hardware refreshes, OS upgrades, software\security patch rollouts, mobile device upgrades from inception to completion delivering results on time or ahead of proposed deadline.

• Collaborated effectively with Network, Admin, and Server groups to resolve IT related incidents within 4 hours at a 95% success rate.

• Performed in the top 3 of team at resolving IT related incidents in accordance to departments agreed upon SLA

• Dedicated\On Call support to CNN\Turner Legal department from 2010 – 2014.

• Trained new team members on department policies and procedures to maintain consistent services to end-users.

Skills & abilities

Technical:

• Troubleshooting

• Windows OS

• MAC OSx

• Cisco IOS

• OSI / TCP\IP

• PC Hardware

installation and

support

• IP Subnetting

• IP Routing

• Network Security

• Network Access

• Remote support

tools

• Wireless

Networking

• Mobile

communications

• Network

Architecture

• Encryption tools

• Parallels Virtual

Desktop

• Concur Travel

• ServiceNow

• HP Service

manager

• User Account

management

• Peripheral

support

• Microsoft Office

suite

• ITIL Framework

Soft:

• Leadership

• Communications

• Critical Thinking

• Responsible

• Teamwork

• Integrity

• Reliable

• Adaptability

• Flexibility

• Customer Service

• Organizational

Experience

CDC (Center for Disease Control) April 2014 – Present SoundWay Consulting – Support Specialist III

• Govt. security clearance - Public Trust level 5

• Data security - Provide Role Based access and associated privilege level to internal CDC users, minimizing risk of unauthorized access or data breaches to internal systems.

• Production support - Troubleshoot, research, and provide resolution to incident requests regarding user management systems such as Payroll, Time reporting, Asset management, Position management, Performance management, Telework, HR and more. Resolving the incident in a timely manner in compliance with our contractual SLA

• Network security - Provide Identity and Access management (AIM) for external partners – Verify documents, signature and required IDs for access to internal systems. Assist with second factor authentication. Safeguarding access to sensitive data and maintaining confidentiality and reliability of internal systems.

• Security training - assist onboarding users with annual security training. Send invitation to register, guide users through account setup process, approve access. Ability to update security training status to completed in system. (Security Awareness and Workplace Safety training).

• Data Retention - Create record in ServiceNow incident tracking system for knowledge base reference, auditing, and data retention purposes.

• Participate in process improvement by providing end user feedback to development team regarding ineffective processes and communications. Contributing to the refinement of internal processes, streamlining of workflows, and reducing confusion. Resulting in Improved end-user experiences, saving time and resources, and faster incident resolution times outperforming our contractual SLA

• Train new team members on Help desk policies and procedures enhancing the overall effectiveness of the organization in responding to public health challenges.

• Collaborate with and escalate incidents to tier III support groups on elevated incident resolutions. CNN \Turner Broadcasting Inc – Desktop Support Technician Nov 1999 – Jan 2014

• Hardware Knowledge: Understanding of desktop\ laptop hardware components, including CPUs, RAM, hard drives, motherboards, add on cards, peripherals, and mobile devices.

• Diagnose and repair hardware problems, including replacing faulty components, troubleshooting boot issues, and hardware conflicts.

• Diagnose and resolve software issues, including Operating system error, driver conflicts and application errors.

• Updates and Maintenance: Regularly update operating systems, drivers, encryption software to ensure security and performance. Documenting and properly storing detailed records of hardware\software configurations, troubleshooting and solutions in knowledge base.

• Troubleshoot network connectivity issue, including TCP\IP, NIC, wired and wireless physical layer connectivity.

• Data security and integrity: Install \ update end users’ workstations with antivirus, spyware, and data encryption software. Configure and deploy second factor authentication RSA soft token.

• Train end users on network security best practices regarding strong password creation and storage, online attacks, physical security, and BYOD

• On-call \ dedicated support for Turner Legal dept supporting 100 users. Planned, coordinated, and implemented Legal dept hardware and software deployment projects regarding computing devices, mobile devices, and peripherals (printers, monitors, IP phones).

• Backup and Recovery: implemented backup solutions and data recovery methods to prevent data loss.

• Hardware Inventory Management: installed \ documented asset tracking of hardware managing their lifecycle.

US Army - Wires System Installer – 31L August 1990 – March 1993

• Installs, operates, and performs unit level maintenance on cable and wire systems, to include Digital Group Multiplexers (DGM), Remote Multiplexing Combiners (RMC), repeaters, restorers, voltage protection devices, telephones, test stations, intermediate distribution frames and related equipment.

• Installs, operates, and performs unit level maintenance on COMSEC devices including telephone wire, cable systems and associated communications equipment.

• Performs tests on cable communications systems and circuits/groups to detect and locate line faults and ensure circuit system quality.

• Climbs poles, as necessary, assists in the construction of tactical cable and wire lines, clears, and maintains rights of way.

• Recognizes electronic countermeasures and applies appropriate electronic counter- countermeasures as necessary.

• Supervise and coordinate all phases of construction, recovery and maintenance of cable and wire distribution systems and associated multiplexing, reeling, and testing equipment, including telephones.

• Estimate time, supplies, personnel, and equipment required to construct cable and wire communications systems.

• Assign work crews and coordinate activities of personnel to meet workload demands.

• Employ and enforce principles of COMSEC, SIGSEC, OPSEC and physical security. Education

DeVry Institute of Technology, Alpharetta, Ga 2017 B.Sc. Network Communications Management.

Relevant coursework:

• CCNA Network security concepts

• CCNA IP Routing and Switching

• CCNA IP services

• CCNA Automation and Programmability

Interactive College of Technology, Chamblee, Ga 1998 A+ Certified Computer repair technician.

Relevant coursework:

• Operating systems

• Installing hardware and display components

• Mobile device accessories and connectivity

• Networking fundamentals

• Operational procedures

• Security Essentials

US Army, Fort Gordon, Ga 1990

Wires systems Installer.

Professional Certifications

Cisco CCNA – (Cisco Certified Network Associate) ID# CSC14165245 2023 CompTIA A+ Certification – (Certified Hardware technician) 2000

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