Desktop Support Administrative Assistant Cyber Security

EDUCATION

University of Maryland, Baltimore County Graduated: July 2019

Bachelor of Science, Information Systems

Montgomery College Graduated: May 2017

Associates of Arts in Information Systems

CERTIFICATIONS

CompTIA Security+ ‘20

SKILLS

Hardware Virtual Servers, VPN, VDI, VMware, PC, Mac, MDM

Operation Systems Windows 7/10/vista/XP/Mac OS

Programming HTML, CSS, Java, C++, Visual Basics, SQL, PL/SQL,

Software JGrasp, Eclipse, Microsoft Office Suite, O365, Active Directory, SCCM,

Sharepoint, JIRA

Ticketing Software Ivanti Heat, ServiceNow

WORK EXPERIENCE

Help Desk Technician, Department of Treasury (MIL Corp) – Washington, DC June 2020 - Present

Answer client inquiries in person, email and via telephone concerning hardware and software issues.

Identify problems, diagnosed causes and determined corrective actions for mobile devices.

Provide technical assistance to customers via telephone, email or in person.

Create and detail trouble tickets and entered them into ServiceNow and correctly refer them to the appropriate team members.

Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance.

Work with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.

Junior Desktop Support Analyst, FEI Systems – Columbia, MD August 2019 – June 2020

Provided first-level technical support to end-users on proprietary software and applications.

Performed troubleshooting techniques over the phone or email to identify and resolve issues.

Provided technical support for corporate users to include setting, passwords, rights and responsibilities using Active Directory (Computers and Users).

Documented and tracked all received requests in Heat Ivanti ticketing system.

Provided inter-departmental collaboration by escalating unresolved issues to appropriate department

Ensured that targets are met in line with tight key performance indicators.

Sales Consultant, Verizon/ Your Wireless Inc. - Gaithersburg, MD September 2016 – May 2018

Meet and exceed revenue target for net activates, customer’s renewals, accessories, and handsets.

Demonstrate equipment functions and network capability for clients.

Ensure customer satisfaction and resolve all customer’s issues and concerns.

Accurately process customer’s transactions; audit and reconcile daily cash receipts.

Responsible for thorough knowledge of all store functions.

Researched wireless products, services, industry and competitive trends.

Administrative Assistant, Tata Consultancy Services (Graham Staffing)- Rockville, MD July 2015 – August 2016

Processed applications or forms to ensure completeness and accuracy.

Scanned confidential documents to company’s local server.

Maintained equipment by completing preventive maintenance, troubleshooting, and calling for repairs

Reduced workload by 30% in a month by working overtime and on weekends.

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