Help Desk Customer Service
Resume:
Curtis Mckine Jr
**************@*****.***
Objective: To use my knowledge, skills, and abilities to advance not only myself but the company I work for.
Skills:
Associates Degree in Computer Science
Security +Ce Certification
Azure Administrator
Azure Security Professional
Over ten years of customer service
Scripting and networking experience
Proficient in all Microsoft products
Experience:
System Administrator Lead Teksynap
May 2023 - Present
Manages a small team of System Administrators, Help Desk Professionals, and Network engineers.
Conducted SCRUMS and daily meetings
Held meetings with government officials and managed expectations and reported issues.
Completed monthly War Reports
Managed workflow and workloads.
Issued tickets and managed remedy que
Assisted with yearly performance reviews and rated employees
Completed timesheets and approved timesheets
Provides direction for new technologies being deployed to the IT environment.
Performs system administration functions on standalone Windows (7, 10) and Redhat Linux based operating systems and applications.
Develops IT operating procedures, techniques, and baseline configuration guides.
Manages and secures VMWARE virtual images Linux and Windows based systems utilizing STIGs and industry standard practices.
Performs operations, and maintenance support on standalone Laptop PC and systems.
Provides technical support on digital cameras and media.
Assists with logistical support for the issuance, tracking, shipping, and receiving of personal computers, laptops, Cameras, and digital media.
Participates and assists in researching IT solutions in support of technology refresh as required to support IT system development and life cycle activities.
Creates and distributes operating system image on standalone laptop PCs.
Install, configure, manage baseline operating systems, and supported applications.
Troubleshoot operating system and application faults, and errors.
Support Government mandated IT Security policies and procedures.
Interface with Information System Security Managers and Officers in support all applicable IT security policies and procedures.
Perform media protection in accordance with DOD security policies, and degauss and wipe hard drives as required.
Perform vulnerability scans of operating system utilizing approved security scanner.
Resolve IT related Plan of Actions and Milestones (POA&M) and remediate software vulnerabilities via security patching, and specialized software configurations.
Support Risk Management Framework, and assist in security assessment of IT environment as required.
System Administrator/ Help Desk specialist Teksynap
Aug 2020 – May 2022
Completed tier 1-3 level help desk issues
Completed remedy que tickets for user issues
Provided Hardware and software management
Perform system administration functions on standalone Windows (7, 10) and Redhat Linux based operating systems and applications.
Develop IT operating procedures, techniques, and baseline configuration guides.
Manage and secure VMWARE virtual images Linux and Windows based systems utilizing STIGs and industry standard practices.
Perform operations, and maintenance support on standalone Laptop PC and systems.
Provide technical support on digital cameras and media.
Assist with logistical support for the issuance, tracking, shipping, and receiving of personal computers, laptops, Cameras, and digital media.
Participate and assist in researching IT solutions in support of technology refresh as required to support IT system development and life cycle activities.
Create and distribute operating system image on standalone laptop PCs.
Install, configure, manage baseline operating systems, and supported applications.
Troubleshoot operating system and application faults, and errors.
Support Government mandated IT Security policies and procedures.
Interface with Information System Security Managers and Officers in support all applicable IT security policies and procedures.
Perform media protection in accordance with DOD security policies, and degauss and wipe hard drives as required.
Perform vulnerability scans of operating system utilizing approved security scanner.
Resolve IT related Plan of Actions and Milestones (POA&M) and remediate software vulnerabilities via security patching, and specialized software configurations.
Support Risk Management Framework, and assist in security assessment of IT environment as required.
IT Specialist DHA Oct 2019- Aug 2020
Installation, configuration, maintenance and troubleshooting for all Executive users of the FBI systems
Maintain a web-based capability for FBI users to enter, track and escalate Service Desk tickets, as well as self-service actions (currently using Remedy)
Remote access configuration and support for FBI Executive users and external customers as required (supporting telework, off-site travel, and mission or contingency operations)
Install, configure, maintain, and troubleshoot computer peripherals
Provide tracking for all deployed IT assets from procurement to disposal to allow real-time accounting of IT assets to both government and contractor personnel
Provide end-user software and application support
Provide technical assistance and customer support in the operations and maintenance of wireless voice and data services.
Gathered feedback directly from the service desk customer regarding their level of satisfaction with the service provided. Survey responses will be voluntary for customers. The survey content will be reviewed and utilized in performance reviews.
Performance measures for this position focus on efficiency, effectiveness, responsiveness, and overall customer satisfaction.
Security Specialist Oct 2019- May 2021 Allied Universal
Patrol premises regularly to maintain order and establish presence
Monitor and authorize entrance of vehicles or people in the property
Remove wrongdoers or trespassers from the area
Secure all exits, doors and windows after end of operations
Check surveillance cameras periodically to identify disruptions or unlawful acts
Completed monthly security trainings
Investigate people for suspicious activity or possessions
Respond to alarms by investigating and assessing the situation
Provide assistance to people in need
Submit reports of daily surveillance activity and important occurrences
Logistics Specialist RSDC Jul 2017- Oct 2019
Plan and manage logistics, warehouse, transportation and customer services
Direct, optimize and coordinate the full order cycle
Liaise and negotiate with suppliers, manufacturers, retailers and consumers
Keep track of quality, quantity, stock levels, delivery times, transport costs and efficiency
Arrange warehouse, catalog goods, plan routes and process shipments
Resolve any problems arising or complaints related to logistics
Supervise, coach and train warehouse workforce
Meet cost, productivity, accuracy and timeliness targets
Maintain metrics and analyze data to assess performance and implement improvements
Comply with laws, regulations and ISO requirements
Entered asset information in Sunflower asset management system
Traveled monthly to multiple sites to complete inventory of assets and equipment
Completed forms to excess equipment
CDL Driver/ Dispatcher IESI Nov 2007- Jul 2017
Operating garbage trucks to collect solid waste on specified routes
Conducting pre- and post-trip inspections of their vehicle
Following designated routes, as set by the waste management company or local government
Emptying dumpsters using truck hydraulics, and clean trucks after completion of routes
Performing minor repairs to the garbage truck when necessary
Notifying supervisors about any major repairs needed or issues regarding the safety of the vehicles
Complying with truck driving rules and regulations as well as with company policies and procedures
Assisting with loading and unloading items from the truck
Providing excellent customer service to residents and businesses on the route
Drove multiple types of trash trucks. Rear loader, Front End, and Rear End.
Assisted dispatch with route coordination and issues
Coordinated with customers about route issues, timing issues, and satisfaction.
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