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Help Desk Support

Location:
Silver Spring, MD
Salary:
Open for negotiation
Posted:
July 06, 2020

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Resume:

U.S. Citizen (Public Trust Clearance)

EDUCATION/CERTIFICATION

Bachelor’s degree in Business Law; University of Douala-Cameroon

Advanced Network Security Certificate; Montgomery College

Windows 10 Installation and Configuration( Passed Exam 70-698)

Comptia Linux+ Certified

AS Scrum Master Certification

Comptia A+

CCNA

Comptia Security+(in progress)

SKILLS

Quick learner, Team player, Problem solver, Adaptability, Strong Work Ethic, Time management, Self-confidence, Communication skills, Paying attention to details.

TECHNICAL SKILLS:

Hardware and software troubleshooting, Virus removal, Network issues troubleshooting, Firewall, IDS, VPN, Protocol analyzers, 802.1X,VLAN, TCP/IP, Installing and configuring Windows OS,Installing and troubleshooting printers,Implementing and installing Linux OS, Data Encryption,Wireshark,Splunk, etc

PROFESSIONAL EXPERIENCE

System Analyst, Apex Systems– U.S.CSC/NRC December 2019- Present

Provide technical support via telephone, e-mail, and in-person, to our Federal Government customer.

Provide first-level support solutions for hardware, software, and applications Issues, or escalate to Tier II or others Assigned Group as necessary.

Collaborate with IT team and vendors to provide excellent customer service.

Manage users and computers using Active Directory, McAfee drive Encryption and EPO

Consult with lead technicians to resolve user problems as necessary

Provide strong customer service to federal employee/contractor end-users

Remote Access Support for VPN, Citrix using Bomgar Remote Support

Record various tickets and assist in updating them following-up with vendors and end users.

Troubleshoot hardware/software issues related to user accounts,MS Office 365,Applications,Network printer,Password reset in Active Directory,Skype for Business,Browsers Etc

Perform a detail evaluation of technical issue reported by end-user

Escalate categorized issues

Document all work in a ticket system BMC Remedy

Maintain a higher level Customer Service satisfaction

Desktop Migration Specialist, ABBTECH November 2019

Create on old computer a checklist of software applications and files needed on new computer

Install Dell Migration Tool

Connect both old PC and new PC via network cable based on LAN selected in BIOS

Execute Migration of specific user data

Ensure the transfer of selected files(Outlook chat, browser bookmarks, documents etc)

Verify that all required applications have been successfully installed

Provide technical support to end users

Imaging and Windows Configuration Tech, 22nd Century Technologies Inc July 2019- September 2019

Deployment of W10 3.0 Gold LTSB to new/used Laptops or Desktops

Diagnose computers via BIOS to ensure full functionality of pc components

Format disk via CMD to erase all data

Configure new computer name utilizing SCCM

Check TPM and proceed with update if found not current

Deploy image W10-3-0 Gold via onboard NIC IPV4

Check system information to ensure the selected image version

Back up data from old user computer to new one via Commvault Monitor Edge

Release old computer IP addresss

Configuring new PCs/ Setting up Windows 7&10

Install hardware (Ram, HDD, video card etc)

Configure and name new computer and user name via Active Directory(One Identity Active Roles)

Activate and manage Windows and Microsoft Office( Word, excel, PowerPoint etc)

Check for necessary applications(Google Chrome or Internet Explorer,Outlook,Java, Adobe, etc)

Ensure all the necessary applications and drivers are running properly

Connect network cable and join Domain per ADMIN privilege

Install and update new video card using provided CD for driver

Update Symantec Endpoint Protection as IPS.

Release IP address via CMD

Montgomery County Public Library, Gaithersburg, MD March 2019-July 2019

Computer Help Desk Support

Provide computer assistance to Library computer users

Provide customer service

Assist Library computer users in email access and use,download and upload attachments

Assist Library computer users in printing,copying and scanning documents

Help users in Internet search, navigating via Internet Explorer, Firefox, Google Chrome browsers.

Assist users in using Window 365 Word-Excel-Power Point

Troubleshooting hardware or software issues

Record technical issues and solutions

DELTAAH TECH CONSULTING, Greenbelt, MD September 2018 – March 2019

Training and Hands on Security+

• Monitor network traffic for security events and perform triage analysis to identify security incidents..

• Performing detailed packet analysis via Wireshark and other information security tools.

• Create custom search queries and dashboards in Splunk

• Monitoring and analyzing events with a Security Information Event Monitoring (SIEM) system

• Discover and analyze some classes of malicious attacks on different networks/systems, providing analysis from logs and utilizing tools (automated and manual methods) to provide recommendations for remediation

Emphasis on NESSUS Vulnerability Scan

Credentials Vulnerability Scan

Understanding NASL to specify threat and potential attacks

Detect missing security updates and patches

Generated Report listing vulnerabilities grouped by pkugin, suggested remediation and hosts

• Using command prompt to troubleshoot network issues(IPCONFIG, PING, TRACERT,NSLOOKUP)

Montgomery College, Germantown, MD January 2014 –May 2017

Advanced Network Security Certificate

Courses completed: Introduction to Networking, Network Security, Hardening the Infrasstructure, Network Defense and Countermeasures, Network Forensics, information Security Capstone, Introduction to Digital Forensics

Hands-On:

Network configuration Switching/Routing, Subnetting,

Network cabling via Switch and ports

Installation and configuration VMware, Kali Linux,

Monitoring Network traffic by Capturing packets via Wireshark

Computer Solutions, Silver Spring, MD March 2012 –May 2015

Computer tech 1 Self-employed

Computer Sales & Services

Laptops and Desktops repairs

Troubleshoot Windows, inkjet printers and perform repairs

Assist customers with troubleshooting of computer related issues such as virus removal, passwords rest etc

Installation and configuration of Windows Operating system

Troubleshooted Network and Wifi issues

Provided customer service support to end-user via phone

OTHER SKILLS

Technical Troubleshooting

Hardware Configurations

Software Installation

Printers Troubleshooting

Windows server 2008 and Active Directory

Customer Service

Windows Migration and Imaging cloning

MAC OS configuration

LANGUAGE PROFICIENCIES: Speak and write English and French

TECHNOLOGY PROFICIENCIES

Software: MS Office(Word, Excel, Outlook, PowerPoint, Access)VMware applications, Anti-virus programs

Browsers: Chrome, Safari, Firefox, MS Edge etc

Hardware: PCs, Laptops, Printers, Routers, Modems

Platforms: Windows, Linux, Netware Servers, Mac OS



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