Support Technician Help Desk

John W. Dupree Jr

Brandywine, MD *****

406-***-**** ***********@*****.***

Veterans Preference: 10 Point (Disability)

Clearance: Secret (Expired)

PROFESSIONAL SUMMARY

Experienced IT professional with a strong background in audit methodologies and risk assessment. Proficient in evaluating IT systems, identifying vulnerabilities, and implementing effective risk mitigation controls. Skilled in conducting comprehensive audits, ensuring regulatory compliance, and enhancing operational efficiency. Possess in-depth knowledge of industry standards and best practices in IT governance. Proven ability to communicate complex technical concepts to non-technical stakeholders and collaborate effectively with cross-functional teams. Committed to continuous learning and staying updated with emerging technologies and cybersecurity trends. Seeking to leverage my expertise to contribute to the success of an organization in an IT Audit role.

SKILLS

Data Quality Assurance

Data Security

SQL Proficiency

Data Governance

Data Analysis

Database Management

Data Compliance

EXPERIENCE

JANUARY 2023-CURRENT

DATABASE SUPPORT TECHNICIAN

Berkeley County School District

Developed new and enhanced current student information system (SIS), custom HTML pages, and object reports

Assisted with the support of the SIS application servers and Oracle databases

Performed student demographic data exports from SIS for various software applications and reports

Provided first-level help desk support via telephone or work order system for end users regarding the district's administrative and instructional applications

Created and maintained documentation for administrative and instructional applications; Designed and developed a relational database

Performed daily checks of scheduled processes

Educated customers regarding system usage and additional products and services.

AUGUST 2022-JANUARY 2023

SENIOR DESKTOP SUPPORT TECHNICIAN

GXO Logistics

Reviewed compliance requirement specification, as well as recommendations related to asset management

Advised management and collaborated with management in making recommendations to Internal and external officials regarding plans to adjust or modify operating policy and procedures using ServiceNow GRC tools

Planned and carried out the assignments, coordinating work and resolving problems with other IT Specialists and user representatives exercising judgment to meet organizational strategic goals

Provided written reports on problems and recommendations for resolution

Constructed and tested customized controls based on various platforms and operating systems

Collaborated with Technology team members to ensure efficient operation of the organization's desktop computing environment

AUGUST 2021-AUGUST 2022

DESKTOP ADMINISTRATOR I

Roper St. Francis Health Care

Installed, configured, upgraded, maintained, and supported desktop systems based on customer service requests

Developed preventive maintenance procedures to avoid system failures

Maintained servers, computers, printers, and other software and hardware peripherals

Provided job training to new hires as needed

Performed failure analysis and determine corrective action plans

Oversaw inventory management of software and hardware components

Maintained accurate documentation for system installations, configurations, upgrades, and disaster recovery activities in Enterprise Knowledge Base

AUGUST 2016-AUGUST 2021

HELP DESK SPECIALIST I

Roper St. Francis Health Care (Ladson, SC)

Developed and provided employee training on compliance policies, practices, and reporting systems; Identifying, investigating, and reporting compliance issues, irregularities, and violations

Maintained records of compliance activities

Created and checked the status of Help Desk Trouble tickets using Footprint Ticketing/Hardware Tracking System

Created and maintained End User Support via LiveChat

Collaborated with other IT departments to ensure smooth operations across the organization.

Managed passwords, permissions, and security settings for end-users within the company network.

Updated knowledge base articles to provide users and fellow technicians accurate information.

JUNE 2013-MAY 2016

USER SUPPORT SPECIALIST

Modulant Data Management Solutions (North Charleston, SC)

Rectified many issues by instituting best practices in system log analysis, backups, network operating center security, user account/permissions management, and systems/software auditing via BMC Track-It Platform

Assessed risk factors and advise on vulnerability to attack from a variety of sources

Employed working knowledge of federal laws and regulations testing controls related to the security of electronic transmission and management of health records relating to HIPPA

Implemented solutions that reduced single points of failure and improved system uptime to 99.9% availability; Project

Assisted in configuring and managed the enterprise-wide Sharepoint platform in coordination with the Project Management team

Maintained Deltek financial database for the organization

Controlled access to databases by giving security passwords and permissions

Maintained backup or recovery options to retrieve the lost data using Axcient and local storage

Performed data cleansing and data migration function

Installed, configured, and upgraded the Costpoint/Deltek server and back-end to suit the database needs

Planned, implemented, maintained auditing and testing an organization's business continuity and disaster recovery procedures as member of Disaster Recovery Team

Conducted internal SOX Audit in conjunction with Financial Team

APRIL 2013-JUNE 2013

INFORMATION CENTER ANALYST

General Dynamics Land Systems-Force Protection (Ladson, SC)

Provided first-line technical support to users in the area of account administration, operating systems, application support, equipment and

Oversaw account creation using MS Exchange 2010 on Windows 2008 Server environment

Configured, supported, and administered both in-house developed software and third-party software packages

Logged and updated tickets using BMC Footprints 11.5

MAY 2011-JANUARY 2013

HELP DESK SUPPORT TECHNICIAN

United States Army (Guantanamo Bay, Cuba)

Performed diagnostic problem identification and respond to user issues for more than 300 service members

Created over 600 user accounts for non-secure and secure networks enhancing productivity and functionality.

Documented and logged all help desk interactions using Unicenter Service Desk

Adhered to the policies/procedures for security and privacy compliance ( NIST SP 800-171 )

Recorded customer issues on databases to streamline the process and fastrack resolutions.

Established a functional Disaster Recovery Plan for all Joint Task Force units

Performed routine physical security assessments weekly

Collaborated with cross-functional teams to improve product performance and usability.

Conducted webinars and training sessions for clients on the use of company products.

Developed knowledge base articles for common issues faced by customers.

APRIL 2003-MAY 2011

INFORMATION SYSTEMS SPECIALIST

United States Army (Fort Hood, TX)

Supervised creation of user accounts in Active Directory

Migrated user data as well as network assets into different Organizational Units using Active Directory to standardize all systems on the local area network

Performed troubleshooting remotely utilizing Remote Desktop and Network Management using Solar Winds

Information Assurance Security Officer (IASO) responsible for management of over 500 network assets

Responsible for remediation of software problems on such programs as Citrix, ApproveIt, Tumbleweed, Microsoft Outlook

Maintained computer systems with Windows Update patches and IAVA compliance; Regulated and performed duties under DoD 8570-1M directive

EDUCATION

Associate in Science (A.S.) - Cyber Security

Trident Technical College, North Charleston, SC

May 2025

Your IT Career Academy

April 2024

UNITED STATES ARMY SCHOOL OF INFORMATION TECHNOLOGY & SYSTEMS SUPPORT

April 2003

Network + Trained

Security + Trained

High School Diploma

BURKE HIGH SCHOOL, Charleston, SC

May 1999

CAREER EXPERIENCE

Berkeley County School District, DATABASE SUPPORT TECHNICIAN, 01/2023, present, Full Time Monday-Friday 7:30am-4:30pm; on-call as needed; 40+ hours/week

GXO Logistics, SENIOR DESTOP SUPPORT TECHNICIAN, 08/2022, 01/2023, Full Time Monday-Friday 7am-4:30pm; on-call as needed; 40+ hours/week

Roper St. Francis Health Care, DESKTOP ADMINISTRATOR I, 08/2021, 08/2022, Full Time Monday-Friday 7am-4:30pm

Roper St. Francis Health Care (Ladson, SC), HELP DESK SPECIALIST I, 08/2016, 08/2021, Full Time Monday-Friday 7am-4:30pm; some weekends; 40+ hours/week

Modulant Data Management Solutions (North Charleston, SC), USER SUPPORT SPECIALIST, 06/2013, 05/2016, Full Time Monday-Friday 8am-5pm, 40 hours/week

General Dynamics Land Systems-Force Protection (Ladson, SC), INFORMATION CENTER ANALYST, 04/2013, 06/2013, Full Time Monday-Friday 8am-5pm, 40 hours/week

United States Army (Guantanamo Bay, Cuba), HELP DESK SUPPORT TECHNICIAN, 05/2011, 01/2013

United States Army (Fort Hood, TX), INFORMATION SYSTEMS SPECIALIST, 04/2003, 05/2011, Full Time

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