Help Desk It Support

Montinez Queen

C: 240-***-**** *************@*****.***

Active Secret Clearance

Professional Summary

Outstanding IT professional with a current security clearance and a track record of successfully utilizing technology to advance organizational security and excellence. Seeking professional work in Help Desk Support, IT Support Analyst and Field Service Technician. My experience encompasses a wide range of IT specialties, with a focus on SQL, G Suite, Google Sheets, Salesforce, NetSuite, ServiceNow, and Remedies. I am also highly proficient in software development, database management, and system administration. Having an active secret clearance positions me as a valuable asset for projects requiring the highest levels of security and confidentiality, as well as demonstrating my unshakeable dependability and competence to handle sensitive material. With to my expertise with ServiceNow and Remedy, I have been able to improve operational efficiencies, strengthen system and data security in challenging IT environments, and optimize IT service management procedures. I thrive on continuous learning and technical innovation, quickly absorbing and applying new technologies and methodologies to elevate IT systems and operational workflows.

Skills

• CCTV Monitoring and

Management

• Customer Service and Support Skills

• Microsoft Offices (Word, Excel, Teams, PowerPoint, etc.)

• System and Network

Troubleshooting

• Active Directory Administration

• Software Diagnosis and

Resolution

• Windows OS Management and Support

• Surveillance Systems

Operation and Analysis

• Comprehensive Security

Measures Implementation

•ServiceNow/Remedy

• Policy Implementation

• CPR Certification demonstrating Emergency

Response Preparedness

Work Experience

INFRASTRUCTURE HELP DESK COORDINATOR

DMI, Pentagon, Arlington, VA (12/2023 to Current)

•Infrastructure Help Desk Coordinator at DMI, bringing extensive experience and a

comprehensive skill set to the management and optimization of IT support operations.

·Serves as a point of contact for both technical/nontechnical departments and government agencies to guarantee that all goals and specifications are fulfilled.

•Efficiently responds to inquiries via calls, email, and chat, offering immediate and effective

technical assistance.

·Supports JP312 Power SME with outages and daily activities (change management, system admin, Infrastructure Facility Room escorts).

•Meticulously documents, tracks, and monitors issues, employing a proactive approach to

ensure swift and satisfactory outcomes.

•Commitment to excellence and a deep understanding of IT infrastructure support are

central to contributing significantly to DMI's success.

•Enhanced customer satisfaction by promptly addressing and resolving technical issues within the first 3-5 days.

•Streamlined help desk processes for increased productivity and reduced response times by 7 minutes.

ACCESS CONTROL SPECIALIST

Falken Industries, Jessup, MD (04/2022 to 12/2023)

Enhanced security by conducting thorough patrols and monitoring CCTV systems for suspicious activity.

Reduced incidents of theft and vandalism by 100% maintaining a strong visible presence at designated security checkpoints.

Reduced response time by 11 minutes to emergencies with efficient coordination and communication among team members.

Assisted in the development of site-specific security protocols, resulting in a 90% increase of

operational effectiveness.

Collaborated with law enforcement agencies during investigations, contributing vital

information for case resolution.

Provided exceptional customer service, addressing concerns, and directing visitors to

appropriate departments or personnel.

Conducted regular risk assessments to identify vulnerabilities and recommend necessary

safety improvements.

Participated in ongoing professional training, staying current on industry trends and best

practices for armed security officers.

Managed access control systems, ensuring only authorized individuals gained entry to

restricted areas.

HELP DESK TECHNICIAN

Apex Systems, North Bethesda, MD (11/2018 to 10/2022)

Developed Key Resources: Contributed to the creation of knowledge base articles, standard

operating procedures, and other critical resources, significantly improving the support

capabilities of the Tier 1-2 team.

•Provided information to assist customers based on guidelines and operating manuals to provide high levels of customer satisfaction and operational effectiveness.

Demonstrated exceptional ability to learn quickly and tackle complex challenges, becoming an indispensable member of the team.

Specialized in Tier 1 and Tier 2 Support: Offered comprehensive customer support for

software, hardware, and printer issues through phone, onsite visits, and remote assistance.

Played a pivotal role in initiatives aimed at enhancing operational efficiency, notably in phasing out RSA tokens.

Supported Major Technology Rollouts: Actively involved in significant technology

deployments, including CMS Laptop, iPhone, and desktop upgrades, and the

implementation and training for Bring Your Own Device (BYOD) programs.

Education/ Certifications

Laurel High School, Laurel, MD

High School Diploma 06/2013

Howard Community College Columbia,MD

2/2015

CompTIA Security+ Certification

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