Support Security

LUKE GREENE

**** ********** ***, ******, ** *****

404-***-**** • adct3c@r.postjobfree.com

OBJECTIVE

To obtain a cyber security position that will utilize my communications, development and technical skills QUALIFICATIONS

Upcoming DeVry University graduate offering a strong academic background in Information Technology

Excellent experience providing professional tech support services for Kaiser Permanente and DeVry University

Ability to utilize technical troubleshooting skills to rapidly resolve challenging issues

Quickly learn and master new technology, equally successful in both team and self-directed settings; proficient in a range of computer systems, languages, and tools EXPERIENCE

Digital Member Support Services (DMSS) Analyst, Kaiser Permanente (2019 – Present): Provide front- line support to end users on various technical issues and problems relating to hardware, software and peripherals.

Responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA

Ensure that IT Service Catalog assessment reviews are scheduled, carried out regularly with service owners and documented with agreed actions

Provide inter-departmental collaboration by escalating unresolved issues to appropriate support functions

Uphold the security and confidentiality of documents and data within area of responsibility Help Desk Analyst, DeVry University (2019 – Present): Provide technical support for the campus and associated campuses/remote locations as a Tier II support professional.

Perform end-user support duties, maintain and support campus devices, and assist students and faculty with utilizing technology

Perform regular maintenance and operational aspects of all desktops/laptops, peripheral devices, and communications equipment

Install software updates as directed and test computers to ensure systems are functional

Troubleshoot support issues, log issues into incident management system, and escalate as necessary Background Analyst, DeKalb County School System (2014 – 2019): Provide security access support and maintenance tasks. Earned commendations for teamwork, flexibility, and work excellence in providing customer service support to staff and faculty.

Provide security access to building users as requested by school district administrators

Supervise and train peers on department procedures in accordance with school system access control policies

Assist faculty and staff in troubleshooting card access issues

Remove and terminate security access privileges for faculty and staff as needed

Schedule and perform employee background checks and fingerprinting in accordance with school system policy to ensure the safety of all school system employees, students and staff TECHNOLOGY SUMMARY

Systems: Mainframe, Linux, Windows, Mac OS X, Mobile, Ubuntu, ServiceNow, VMware

Databases: Oracle, Access, Relational Databases

Languages: HTML, C++, JavaScript, Python

Software: MS Visio, MS Office, Azure

EDUCATION

Johnson and Wales University Providence, RI

Associate of Science, Criminal Justice

DeVry University Decatur, GA

Associate of Applied Science, Information Tech and Networking Anticipated date of degree completion: 4/26/2020

Core Studies GPA: 3.7

Contact this candidate