Information Technology Customer Service
Resume:
Natasha N. Tucker
**** ******* ****** ***** #*** Woodbridge, Virginia 22191 703-***-**** ************@*****.***
Objective
Highly motivated professional seeking to obtain an Information Technology (IT)/Cybersecurity position within a global leading organization with experience in IT/Cyber customer service and tier helpdesk, policies, procedures, installation, configuration, operation, implementation and troubleshooting of communication equipment, systems and networks.
Security Clearance
Active DoD Secret
Education
Security+ CE (DoD 8570.01 IAT Level II Baseline Certification)
98-349:MTA: Windows® Operating System Fundamentals Certification
Associate of Science, Information Technology
Northern Virginia Community College, Woodbridge, VA
Associate of Science, Business Management
Virginia State University, Petersburg, VA
Technical and Academic Skills
Active Security+ with competencies in network security, compliance and operational security, threats and vulnerabilities, application security, access control and identity management
Tier Level Helpdesk/Cybersecurity
Database Management
Information Security for Data Integrity, Confidentiality and Availability
Website Design
File management and Windows Explorer
Computer Network and Infrastructure
Proficient in Microsoft office suite
Strengths
Ability to handle projects and business workflows with minimal upper management oversight
A team player with a keen eye for identifying and implementing process improvements within the vision and mission of the organization
A strong problem solving aptitude with effective verbal and written communication skills
Dependable, reliable and accountable professional that excels in technical proficiencies
Detailed oriented for accomplishing tasks on an individual, small group and overall organizational level
Academic Coursework
Associate of Science, Information Technology courses include: Introduction to Computer Applications and Concepts, Introduction to Telecommunications and Multimedia Software Design:
oComputer concepts and internet skills that uses a computer software suite that includes word processing, spreadsheet, database, and presentation software to demonstrate skills required for computer literacy
oSurvey data transmission systems, communication lines, data sets, network, interfacing, protocols and modes of transmission with an emphasis on network and operations
oTechnical fundamentals of creating multimedia projects with related hardware and software. Managing resources required for multimedia production and evaluation and techniques for selection of graphics and multimedia software
Employment
Tier II Help Desk Technician October 2023 – Present
Prolim, Remote
Troubleshoot Office 365, Microsoft Teams, Exchange, Active Directory, SharePoint, and VPN issues
Deactivate/cancel certs and assign certs to smart cards.
Provide technical support to clients via phone or email ensuring timely and effective resolution of IT issues.
Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to Tier 3 support when necessary.
Map network drives and printers.
Ensure accurate and timely tracking of support assistance utilizing our help desk ticketing system.
Track, record, and update incidents using Service Management.
Reset user’s account passwords and unluck network account.
Help Desk Engineer February 2023 – August 2023
Core-CSI, Alexandria, VA
Achieves quality assurance operational objectives by providing desk side support and incident management for all enterprise incidents and timely return to service requirements for users and the enterprise. Responds to users' requests for assistance by phone and online
Reactivate and create new accounts for DoD personnel in DRRS as well as assigning new roles.
Track, record, and update incidents using MS Excel spreadsheet.
Provides Tier 1 and 2 support to end-users for PC, server or mainframe applications, and hardware.
Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.
Simulate or recreate user problems to resolve operating difficulties.
Recommend systems modifications to reduce user problems.
Recommend systems modifications to reduce user problems.
Re-establish the new user profiles and drive mappings.
Provide exceptional customer service by patiently assisting end-users through a complex process.
Help Desk Technician April 2021 – February 2023
ValidaTek, Inc., McLean, VA
Assists in maintaining and troubleshooting devices and systems, hardware, and software
Responds to users' requests for assistance by phone and online
Provides technical assistance and training to system users.
Diagnoses hardware, software, and operator problems and takes remedial actions, escalates and/or recommends procedural changes.
Operate independently to troubleshoot, resolve install, implement, maintain and tune operating systems, and computer operations automation software
Desktop Support Technician March 2021 – February 2022
Insight Global (GDIT), Fort Belvoir, VA
Review IT incident and/or work order tickets, resolve, update and/or reassign to the appropriate ticket group for end user resolution.
Maintain trouble tickets from the Remedy ticketing system.
Provide troubleshooting support of information systems applications.
Provide customer support for DLA through Incident resolution for various IT systems, hardware, and applications.
Assist in performing technical operation and testing of various types of fully integrated computer-based systems.
Troubleshoot technical issues for end users remotely.
Operate a wide variety of system components to include software.
Operate independently to troubleshoot, resolve install, implement, maintain and tune operating systems, and computer operations automation software
Service Desk Analyst August 2020 – February 2021
Insight Global (GDIT), Falls Church, VA
Perform troubleshooting, resolution or escalation of email requests applications
Responsible for ensuring critical support issues are escalated as appropriate with internal and external sources to meet or exceed agreed upon service level agreement guidelines
Proactively create, improve Knowledge Management Articles and adopt best practices
Maintain a conscious level of Situational Awareness to update peers, management and other Tiers
Adhere to department standards, service level agreements and process and procedures
Perform ad-hoc assignments not necessarily detailed in the job description
Provide first line response for users requiring assistance with information technology issues and problems
Track issues to resolution updating the internal knowledgebase and/or communicating lessons learned with relevant business units
Knowledge of the ITIL methodology, Incident Management, Problem and Change Management processes
Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams
Update daily status reports and shift turnover reports
Act as a liaison between customers and technical escalation teams to provide a single view to the organization for information technology related problems
Mobility Technician February 2020 – July 2020
Prime Technical Services (Leidos), The Pentagon, VA
Perform provisioning/activation of iOS Mobile Devices
Download and install Blackberry UEM Client and all accompanying applications to mobile devices
Activate and configure applications after download and installations are complete
Complete activation process by installing certificates
Configured Purebred on mobile devices to encrypt customer email accounts
Utilize Remedy to assign, create, track, update, and close tickets related to service requests
Perform high level professional customer service for users turning in/picking up mobile devices IAW established trouble ticket procedures
Detect various types of compromises using the latest penetration testing and vulnerability scanning concepts
Implement secure network architecture concepts and systems design in accordance with infrastructure modeling best practices
Install and configure identity and access services, as well as management controls in accordance with Department of Defense and Air Force policies and procedures
Implement and summarize risk management best practices and the business impact to the organization
Install and configure wireless security settings and implement public key infrastructure
Service Desk/Cybersecurity Analyst July 2019 – February 2020
Phacil, LLC, Herndon, VA
Apply expertise to solve first level technical support issues for end users of the client’s products and services
Use automated information systems to analyze routine situations.
Utilize the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or Remedy ticketing system.
Complete supporting paperwork and data entry as required.
Resolve problems or contact more senior technical support as necessary.
Support users by fulfilling individual requests for information and/or training in the utilization of the various applications.
Instruct users in the use of PCs and networks.
Experience with Active Directory
Install, configure, and deploy network components while assessing and troubleshooting issues to support organizational IT security
Armed Security Officer July 2018 – August 2020
Allied Universal Security Services, Crystal City, VA
Provide customer service for security relevant processes and issues which may arise on a daily basis
Trained and certified in CPR and First Aide
Complete daily incident reports and following the incident process and procedure for all incidents occurring during the shift period
Complete standalone roving guard patrols to ensure buildings physical security posture is controlled and safe
Observe and report any unusual activity to proper authorizes, in accordance with, the organization's security policies and procedures
Operate handheld radio frequency equipment
Monitor and answer incoming telephone calls per organization process and procedures
Monitor the building's main area to ensure personnel are properly identified and verified through physical badging and visitor escorting
Armed Security Officer August 2015 – April 2019
Pentagon Force Protection Agency, Crystal City, VA
Provide customer service for security relevant processes and issues which may arise on a daily basis
Trained and certified in CPR and First Aide
Complete an hourly shift report and brief upper management daily on anomalies that occurred during the reporting period
Complete daily incident reports and following the incident process and procedure for all incidents occurring during the shift period
Complete standalone roving guard patrols to insure buildings physical security posture is controlled and safe
Observe and report any unusual activity to proper authorizes, in accordance with, the organization’s security policies and procedures
Screen building visitors using the latest physical security technology which includes x-ray scanners, wand-stick scanners and metal detectors security sensor scanners
Operate handheld radio frequency equipment
Monitor and answer incoming telephone calls per organization process and procedures
Monitor the building’s main area to ensure personnel are properly identified and verified through physical badging and visitor escorting
Security Officer March 2009 - August 2015
Admiral Security Services, Bethesda, MD
Provide customer service for security relevant processes and issues which may arise on a daily basis
Complete incident reports for all incidents
Complete ground patrols to insure building is secure
Observe and report any unusual activity to proper authorities
Check tenant access badges
Operate handheld radio frequency equipment
Monitor and answer incoming telephone calls per organization process and procedures
Monitor the building’s main area to ensure personnel are properly identified and verified through physical badging and visitor escorting
Data Entry Clerk January 2009 - March 2009
American Diabetes Association, Alexandria, VA
Organized files and collected business data to be entered into the computer and database
Analyzed collected data for possible errors
Reported problems with the collected data in accordance with company policies and procedures
Audited the information entered into the database for accuracy and accountability
Performed database and system backups for safeguarding company data
References available upon request
Contact this candidate