Information Technology Customer Service

ANGELICA HANCOCK

281-***-**** ********.*********@*****.*** Houston, TX 77072

Technical Leader Analytical

CAREER SUMMARY

A User-focused Information Technology professional and United States Military Veteran. Also possessing a diverse background having obtained multiple certifications including Linux and Microsoft Server and Mobility certifications. Skills including but not limited to computer networking, analytical thinking and creative problem solving. Able to apply customer service concepts to IT to improve user experience for clients, employees, and administration. A dedicated commitment to a team environment dynamic with the ability to contribute expertise and follow leadership directives at appropriate times. Having a strong passion for continuous learning, embracing new technologies, and automating processes to enhance efficiency. Furthermore, proficient in utilizing risk management frameworks to identify and mitigate project risks. Additionally, thoroughness in monitoring all phases of I.T. systems security and skilled in working alongside I.T. stakeholders, including identifying cybersecurity problem areas and recommending solutions to fix problems. Well-versed in continuous monitoring, change control, and measurement methods to evaluate security posture and detect potential threats with a strong understanding of IT principles, systems software, database software, storage technology, system architecture requirements, and cybersecurity methodologies. Overall, committed to staying updated with the latest technological advancements and delivering exceptional IT support to drive organizational success.

EDUCATIONAL QUALIFICATIONS /CERTIFICATIONS

TEXAS A&M UNIVERSITY-CENTRAL, KILLEEN, TEXAS

Bachelor of Science in Psychology (GPA: 3.0) Completed 124 semester hours

MYCOMPUTERCAREER.COM – COLUMBUS, OH

Information Technology Systems Administrator Program Graduated August 2018

Cybersecurity Specialist Program Graduated June 2024

Clearance: U.S. Government Security Clearance: Top Secret (expired)

CERTIFICATIONS

CompTIA A+

CompTIA Network+

MCTS (Server 2008 AD)

MTA (Windows Client Operating System)

MCTS (Windows 7)

MCTS (Windows 2008 Application Infrastructure)

Linux Essentials

MTA Networking

MTA -Security

MCITP (Win Server Enterprise Administrator)

TECHNICAL BACKGROUND

Operating Systems: Linux, Mac, Windows 95/98, Windows 2000, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, Windows 2012R2 Server, Windows 2019 Serveries, ITSS, Cybersecurity

Networking & Security: WAN, LAN, IP addressing, ICIDS, SASNET

Microsoft Office & Collaboration Tools: Microsoft Office (Word, Excel, PowerPoint, Outlook)

Telecommunications: LMR, E-911, VCIN, Harris radios, Westnet, Monoco, ALERTS, PMARS

IT Infrastructure: Configuring Motherships, Bays, Routers, Access Points, Break-fix support, Genetec.

Military/Government Systems: Proficient in S3, S2, S1, REID, HAZMAT,

Software Applications: Antivirus, MS Word, Excel, PowerPoint, Anti Spyware.

Database and Tools: Relational database Management Systems (RDBMS), SCCM, VM-Ware, O365, Active Directory, ServiceNow, Azure Cloud.

PROFESSIONAL EXPERIENCE

E PLUS Inc. (a software development company) February 2023 – February 2024

10633 West Little York Ste 220, Houston, TX 77040

Technical Support Engineer

Duties, Skills, and Accomplishments:

40 hours per week

Responsible for the pre-sales of engineering activities, assessing client needs, and proposed tailored Information Technology solutions.

Maintained the responsibility of configuring various components, including but not limited to the motherships, bays, routers, AP (Access Points), and disposals.

Provided prompt and efficient technical support to end-users addressing hardware and software issues.

Preformed diagnosis to resolve technical issues related to computer systems, network connectivity, and peripheral devices.

Preformed remote assistance in troubleshooting diagnostic issues to provide minimal downtime.

Burgess Specialty Fabricating July 2018 - July 2022

8222 Fawndale Lane, Houston, TX

Network Technician

Duties, Skills, and Accomplishments:

40 hours per week

Demonstrated knowledge and assisted with CMMC and NIST 800-171 cybersecurity compliance and certification, establishing standards, protocols and procedures to ensure alignment with regulatory requirements.

Assisted with the implementation of Windows 2019 server to enhance capabilities and enhance security by installing operating system service packs, updates, and security patches to ensure system integrity and protect against vulnerabilities.

Maintained Software and Hardware by installing, maintaining and troubleshooting software, peripherals and components to provide system administration access to allow Windows operating system and Microsoft Office Suite ensure smooth system operations.

Diagnosed, troubleshoot, and resolve network connectivity issues across the LAN/WAN environment to maintain a seamless digital environment by installing, supporting wired/wireless networks, and configuring IP addresses to optimize performance.

Scheduled and performed preventative maintenance on computers and peripherals to ensure operational efficiency, network health, and performance.

Implemented security measures to mitigate threats from malware, advanced persistent threats, and security breaches.

Authored security architecture design documentation and standard operating procedures, introducing the use of security metrics to analyze historical threats and address risks effectively.

Human Intelligence Collector July 2006 - February 2013

US ARMY VETERAN - HONORABLE DISCHARGE – Active Duty

FOB DIAMONDBACK, MOSUL, IRAQ (2008-2009)

Duties, Skills, and Accomplishments:

Produced more than 200 Intelligence Information Reports based on interrogation and interview findings which I received positive recognition for accuracy and relevance.

Led, participated, and interviewed over 150 interrogations to include but not limited to detainees, witnesses, suspects, and other parties at strategic-level detention facilities and during field operations to gather actionable intelligence such as verifying information, gather additional evidence by utilizing effective questioning and interrogation techniques demonstrating leadership and expertise in extracting valuable intelligence.

Developed and implemented surveillance plans to monitor suspects to aide in the acquisition of critical evidence for intelligence purposes.

Utilized various databases and resources to conduct research, gather evidence, to analyse and contribute to the development of actionable intelligence.

Triage evidence for criminal investigations, ensuring prioritization and efficient utilization of resources for investigative purposes.

Assigned military units.

205th Military Intelligence Battalion – Ft. Shafter, Hawaii

163 Military Intelligence Battalion – Ft. Hood, TX

Duties, Skills, and Accomplishments:

Conducted thorough investigations into a diverse range of cases, employing various interrogation techniques to extract critical information.

Conducted weekly briefings to Battalion commanders and staff, providing updates on the status of enemy networks within the area of operation, facilitating informed decision-making.

Conducted, compiled, and presented over 100 strategic debriefings, source meets, and comprehensive reports to present to relevant stakeholders, including law enforcement agencies and legal counsel summarizing investigation findings resulting in the production of numerous Intelligence Information Reports, contributing to situational awareness and mission success.

Worked collaboratively within a Multi-Function Team to execute daily missions based on intelligence reports, supporting military client objectives with precision and effectiveness.

Developed and maintained a comprehensive database of executive contacts, facilitating successful business connections and enhancing organizational networking capabilities.

Provided administrative support to multiple departments, including calendar management, meeting coordination, and report preparation, ensuring smooth operations and effective communication.

Served as the Battalion’s Non-Commission Officer (NC) school administrator to ensure personnel received their trainings and courses required to perform their responsibilities and duties to the best of their abilities.

Fulfilled the role of Land and Ammo NCO, overseeing the collection and scheduling of range firing squad activities for the Battalion, ensuring efficient utilization of resources.

Assisted in the onboarding and training of new employees, leveraging prior military experience to mentor and train junior soldiers in human intelligence skills, fostering their professional growth and readiness for operation challenges which contribute to reduced ramp-up time and increased productivity within the team.

RIED Training:

Completed comprehensive training in identifying and responding to improvised explosive devices (IEDs), ensuring preparedness to effectively mitigate threats in operational environments. Acquired proficiency in recognizing various types of IEDs, understanding their construction and deployment methods, and implementing appropriate response protocols to safeguard personnel and assets. This training enhances operational readiness and reinforces proactive measures to counteract potential threats in dynamic and high-risk settings.

HARMONY Training:

Completed comprehensive training in identifying and responding to improvised explosive devices (IEDs), ensuring preparedness to effectively mitigate threats in operational environments. Acquired proficiency in recognizing various types of IEDs, understanding their construction and deployment methods, and implementing appropriate response protocols to safeguard personnel and assets. This training enhances operational readiness and reinforces proactive measures to counteract potential threats in dynamic and high-risk settings.

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