Serge Bessacque adbqxw@r.postjobfree.com

*** ******* *****

Walkersville, MD 21793

240-***-****

CAREER OBJECTIVE

To obtain a position in an organization where I can enhance my skills and professional experience.

SUMMARY OF QUALIFICATIONS

Versatile Computer Technician with 10+ years of Desktop Support and System Administrator experience. An assertive and enthusiastic professional who is focused to work effectively with attention to key priorities and details based on business needs. Proven ability to successfully analyze an organization’s critical support requirements, ascertain deficiencies and prospects, and develop solutions for increasing reliability and productivity.

Eagerness to research and learn about the latest technological aspects related to Cyber Security.

EDUCATION

Bachelor of Science Degree

Major in Cybersecurity and Information Assurance

University of Maryland University College (UMUC)

Fluent in French and Average in Spanish

Professional Certifications

Certified Ethical Hacker (2017)

A+ Certification

Microsoft Office Specialist Certification (MOS)

Areas of Expertise:

Assist in collecting and maintaining data on FDA applications, databases, servers, and software versions that will be used for testing.

Demonstrated aptitude to plan, support and oversee technical projects which includes the hardening of network printers and copiers, multifunction devices, deployments of new workstation and handheld devices, writing of standard of operating procedures (SOP).

NIST Special Publication (SP) 800-53, SP 800-37: Risk Management Framework (RMF), Security Control Structure & Baselines, Artifacts: Plan of Action and Milestones (POA&M), Risk Management, Continuous Monitoring, Waivers.

Windows XP, 7 & 10

MS Office Suite

Blackberry Enterprise Server

HP Service Manager

Cisco Jabber

Netaphor/Site Audit

Remote Desktop Services Default Connection

System Center Configuration Manager (SCCM)

MS Lync

Remote Desktop Connection

MS Computer Management

Active Directory

Group Policy

TCP/IP

VPN

Turbo

Java

Service Now

MS Lync

PROFESSIONAL EXPERIENCE

Food and Drug Administration Rockville, MD

Information Technology Specialist (System Analyst) Jan 2007 – Present

Broad knowledge of information security and ability to communicate clearly and succinctly with technical and non-technical teams across multiple businesses.

Work as a System Administrator for the Network Printers-Copiers and Multifunction devices at the Food and Drug Administration (FDA).

Write Standard Operation Procedures (SOP), to provide personnel involved in configuring or connecting printing-devices to the FDA infrastructure the minimum configuration standards for the device. Therefore, providing a baseline level of security, guaranteeing that minimum security standards are implemented, securing the confidentiality, integrity and availability of FDA resources.

Responsible for guideline and policy adjustment to 300+ HP devices where my tasks included updating the passwords every 60 days, checking the certificates status, auditing, updating the firmware, creating Meter-Read-Report related to the use of the networked printers, checking the encryption level and the availability of the devices on the network.

Act as a Subject Matter Expert for the HP devices in the FDA Agency as the first escalation point after normal troubleshooting steps have been taken by the call center and the Tier2 technicians.

Responsible for the hardening process in compliance with the FISMA and NIST 800-53 guidelines, for the Network Printers, Network Copiers and Multifunction Devices (Lexmark, Konica Minolta, Dell, Ricoh, Canon, Xerox and HP).

Part of the hardening process involves the following tasks:

Create and maintain print-queues from the Windows 2012 and 2016 servers

Create username and password to give access to the devices only to authorized technician

Disable unused and unsecured/open protocols.

Proceed with the registration and the licensing of all the devices

Request and install the new signed certificate for the devices

Install/Update the firmware and the system patch for the devices

Select the highest encryption option available

Secure SNMP protocol by creating new credentials

Modifying printers host-name so it can fit the agency requirement

Enabling all the “Event Log” option

Participate in the establishment of the guidelines and methods for the installation and management of Network Printers, Network Copiers and Multifunction Devices

Participate in the development and coordination of projects that maximizes benefits for end-users and stay current with technological novelty.

Work to define and analyze technology solution requirements. Research existing and new technologies, test solution and system functionality. Document and help solve technical issues.

Create and publish Meter-Read- Report using tools such as Netaphor Site Audit and HP Webjet Admin for network printers and multifunction devices. From that report, we’ll get, details such as black and white, colors, copies and duplex pages numbers made from each printer, associated with their costs, for a period of 30 days.

Convey information to co-workers and other groups effectively, considering the nature of the addressees.

Identify problems and perform troubleshooting as needed. As such, participate in problem solving effort often involving outside vendors and other support personnel systems.

Food and Drug Administration Rockville, MD

Deskside Support Technician

Migrate from Windows XP to Windows 7

Data back up and data migration

Evaluate requirements for equipment

Create the SOP for the migration from Windows XP to Windows 7

Using the HP Service Manager and ServiceNow products to provide out of the box functionality for Incident Management and Service Desk.

Install and configure laptop and desktop computers.

Recommend and perform operating system upgrade

Implement a Quality System for information technology

Manage and maintain users account on Active Directory.

Install and maintain application such as MS Office Suite, Oracle product, HP (Quality Center, Performance Center, and Quick Test Pro…).

Troubleshoot hardware and software issues

Activate and maintain VPN (Virtual Private Network) connection.

Activate, maintain and troubleshoot Blackberry and iPhone devices

Close the minimum of 15 tickets per day.

Confer activities and action taken with other appropriate Information System Group to escalate unresolved issues.

Manage end-user permissions

Trained a team of new computer installers.

Lead a team of computer installers for a project involved the refresh of more than ten thousand (10.000+) computers and Blackberries.

Comsys Hagerstown, MD

Computer Technician/ PC Installer June-Nov 2006

Installed, diagnosed, maintained and repaired information technology infrastructure including but not limited to workstations, printers, scanners and networking equipment.

Provided quality software and hardware support for more than 300 end-users

Proficiently troubleshoot and resolved incidents using the incident management system

Identified and learned appropriate software applications relevant to the organization

NPC Computer Bethesda, MD

Computer Technician May 1999-April 2005

Provided onsite and remote assistance to more than 250 end-users

Troubleshoot applications related problems, including but not limited to MS Office Suite, WordPerfect.

Installed and maintained Windows 95, 98, NT and 2000

Installed and configured stand alone and network printers

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