OBJECTIVE

To obtain a Help Desk position in the Information Technology field with a focus on Network Engineering and Network Security.

QUALIFICATIONS

A College Graduate with a Bachelors in Business Administration (BBA) with a concentration in Marketing.

10+ years’ experience in customer service.

9 Years IT experience including experience with Security Audits.

2 Years of experience with Active Directory.

Skilled with troubleshooting Microsoft 365 email applications and Active Directory accounts.

CompTIA Security + Certified.

CompTIA A+ Certified.

Cisco CCENT Certified (Currently Expired. Can Recertify).

Public Trust Clearance

Eagle Scout with over 44 merit badges.

EXPERIENCE

oIdentity Management Account Manger for for Peraton Contract with Military Health Service (April 2022 – Current)

Skills Learned: Active Directory Account creation, Microsoft Office 365 account provisioning, iPhone and Android Certificate management in a secure Government environment, Information Security.

oService Desk Analyst for Peraton Contract with Military Health Service (Jan 2020 – April 2022)

Skills Learned: Microsoft Windows system management, Service Central Ticketing, Citrix Troubleshooting, VPN Troubleshooting, Military Health Service program troubleshooting.

oService Desk Analyst for Methodist health Systems (April 2017 – Jan 2020)

Skills Learned: Microsoft Windows system management, Meditech account management, PC troubleshooting, Meditech troubleshooting, KIX login script management, CPN Troubleshooting, Remedy and Service Central Ticketing, Citrix Troubleshooting,

Tickets included troubleshooting both hardware and software systems commonly used by MHS.

Extensive Experience with the new HCA ServiceCentral ticket tracking program.

oInformation Technology Mentee (October 2015 – 2017 )

Skills Learned: VOIP management, IBM Ticketing system, wiring cabinet hookups for Ethernet and Phone and equipment inventory, PC troubleshooting.

Tickets included such tasks as restoring backups, inventorying equipment, repairing wire ports and troubleshooting problems on the sales floor.

oCheck Sales Representative with Harland Clarke (March 2014- 2017)

Skills Learned: Help Desk support, troubleshooting (check and order issues) and Customer Service.

Temp-to-hire position, hired on as full Employee in June 2014.

Consistently met or exceeded performance metrics in a managed Help Desk environment.

oSelf-led study for CompTIA Security+ Exam (May 2013-October 2013)

Skills Learned: Information Security, Operating System Hardening, Physical security.

Designed lesson plans and self-scheduled study for the exam, took initiative and within five months, was able to take the Security+ exam and pass with a score of 761.

oCustomer Service Helpdesk Representative for AT&T U-Verse (May 2012-November 2012)

Skills Learned: Troubleshooting, Help Desk Support, Customer Service.

Listened to customer concerns and used troubleshooting skills to correct problems.

Learned technical details of AT&T’s services in order to better assist customers.

Resolved problems in a managed Helpdesk environment which included AT&T internal ticketing software and having to meet performance metrics.

oAutomotive Sales Representative for Ancira FIAT (November 2011-February 2012)

Skills Learned: Customer Service.

Worked closely with customers to determine needs and wants.

Was the face of the dealership to the public, integrated Facebook and Social Media into sales strategy.

Volunteered for extra work, including; attending special events on the dealership’s behalf and volunteered to work on days off.

oMarketing Assistant/Information Technology Helpdesk for Saint David’s Episcopal Church and School (2007- November 2011)

Skills Learned: Database Management, System maintenance, Help Desk Support, Information Security Policy.

Volunteer position starting in 2007 that became a paying position in 2010-2011.

Updated the website using in house web software.

Managed, edited and updated e-mail newsletter to boost parishioner interest and event attendance.

Provided information technology assistance for a staff of eleven.

Used troubleshooting skills to assist elderly parishioners and volunteers with the use of high-tech equipment.

Managed office databases and served as Network Administrator.

Collaborated with Management to set and enforce Information Security Policies to protect the Personally Identifiable Information (PII) of the Children at St. David’s Episcopal School.

oCredit Researcher for the Ben E. Keith Food Company (Feb-Dec 2010)

Skills Learned: Intercompany communication.

Built a network of contacts in various food companies in the Southwestern United States including Sysco and US Foods.

oMarketing Consultant project with BioMed SA (Aug-Dec 2009)

Skills Learned: Market Research.

Created a marketing plan for promoting the strong background and support structure available to Medical Research and Development firms in San Antonio.

Built relationships with San Antonio health care industry leaders.

Prepared a full marketing plan and report that was reviewed by the Biomed SA Executive staff.

EDUCATION AND PERSONAL DEVELOPMENT

oGraduated from the University of the Incarnate Word with a Bachelors of Business Administration (BBA) with a Concentration in Marketing.

oCertified in Network and Physical Site Security through CompTIA Security+ certification. (renewed May 2017)

oCertified in Computer Assembly and Maintenance through CompTIA A+ Certification.

oCCENT Certified.

oBuilt own desktop computer in January 2017.

oEagle Scout Award (2002).

Earned 44 merit badges over 7 years.

For final project; recruited, task organized and fed 190 volunteers for landscaping 6 new Habitat for Humanity homes.

REFERENCES

Lisa Mason- Rector St. Davids 210-***-****

Donna Miller Director Biomed SA- ad3bs1@r.postjobfree.com 210-***-****

Cary Wright- General Sales Manager Ancira Fiat – 210-***-****

Larry C Lewis – Supervisor Harland Clarke- 210-***-****

Laura Giglio- Mentor Harland Clarke IT- 210-***-****

Gary Vallejo – Manager MHS ITS Service Desk – 210 -275-3974

Ashley Ewert - Assistant Manager Peraton IDM – 210-***-****

Hector Garcia – Manager Peraton Identity Management – 210-***-****

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