Customer Service It Specialist
Resume:
Van Thornton Jr.
IT Specialist - Cybersecurity - Customer Service
Gonzales, Louisiana 225-***-****
Qualifying Skills
● US Citizen with ACTIVE SECRET clearance
● Hardware & Software Installations
● Windows 11
● Windows 10
● PowerShell
● Deploy Windows Client
● Python
● Microsoft Excel
● BMC Remedy ITSM
● End User Support
● BIOS configurations
● Active Directory
● Strong written and verbal communication skills
● Interacted with daily customers courteously and efficiently. Certifications
LSU Cybersecurity Program Certification
Comp-TIA Security+: Nov 2021 - 2024
Microsoft 365 MDAA: Sep 2023 - 2024
Projects
Team Phishing Project
Project in which I sent authorized phishing emails to different companies. I used a website called InfoSec that sends out phishing emails to different people within the companies. I then gathered statistics based on the results.
Education
Louisiana State University, Baton Rouge, LA
Cybersecurity Program powered by FullStack Academy Oct 2020 - Apr 2021
- An immersive program covering the offensive and defensive cybersecurity skills, computing network basics, foundational knowledge of python and Linux programming languages, security analyst training, and cyber security tools, techniques, and procedures to protect applications and networks.
Experience
IT Specialist Jr
Freedom Staffing - DOD - New Orleans, LA
March 2022 - March 2024
● Provide technical assistance with computer hardware and software.
● Resolve issues for clients via phone, in person, or electronically.
● Recommend hardware and software improvements.
● Track customer issues and resolutions
● Fix and replace the hardware including Motherboard, HDD, Screens, Ram, and Batteries
● Perform day to day break-fix issues with Dell, and HP workstations and laptops/desktops.
● Imaging and installing new laptops and desktop PCs in office and field environments.
● Add/Remove computers from Active Directory.
● Registering Computer names in Active Directory.
● Vulnerability management
● Utilize Remedy to create, update, and research customer tickets.
● Deployed system updates, patches, and software via SCCM
● Adjusted BIOS settings and FLASH BIOS updates.
● Manage user accounts and computer assets using Active Directory
● Navigate Command Prompt and Powershell commands to execute programs and updates.
● Created mailbox accounts using Microsoft Exchange Management Console
● Communicate with other IT departments to help resolve incidents.
● Coordinate with customers to process their tickets from multiple locations.
● Diagnose customer machines for faults, researching error codes, and communicate with vendors.
● Map users’ computer systems to networked printers.
● Enforce cyber security standards through reeducation and account management.
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