Help Desk (CySA+)

Jose D. Posada-Stapf

*************@*******.***

Skills

Software: Microsoft Office Suite 2016 (Access, Excel, PowerPoint, Word); Windows Operating Systems; Linux OS; installing drivers; basic HTML; Active Directory; Registry Editor; basic understanding of database

Hardware: Dell desktops & laptops; Computer assembly and disassembly; Install or swap: memory, wireless keyboard, mouse, external and internal hard drive, video adapter, CPU, power supply, monitors, heat sink and fan; Defragment disk drive; Create partitions; Create system restore

Networking: Networking experience (running cables, troubleshooting connections, basic router configuration, Wi- Fi router); TCP/IP tools (ipconfig, ping, tracert)

Certifications: CompTIA CySA+; Working towards AWS Certified Cloud Practitioner, RHCSA Experience

Accenture Federal Services Arlington, VA

Helpdesk Technician January 2020 – July 2020

Profiled 20+ laptops daily for new hires, resulting in a timely and successful onboarding process

Resolved and troubleshooted 25+ technical issues daily at the Accenture Solution Bar, leading to increased employee efficiency

Utilized ServiceNow ticketing system to solve 25+ tickets per day and properly documented solutions provided Education

Year Up / Northern Virginia Community College Woodbridge, VA Cyber Security Training August 2019 – Present

Participated in leading national career development program that prepares students for roles in IT support, software development and testing, project management, or frontline sales; program includes college-level coursework, career training, and a 6-month corporate internship

Earned credits through the American Council on Education’s College Credit Recommendation Services; coursework focuses on track-specific content (such as computer hardware and troubleshooting, quality assurance, project management, or customer service), along with Microsoft Office applications, advanced Excel, business writing, and public speaking

Relevant courses include: Computer Security, Computer networking, and Network troubleshooting Volunteer and Leadership Experience

Exchange NAS Oceana Virginia Beach, VA

Merchandise Stocker- Volunteer January 2018 – March 2018

Maintained dozens of shelves and added new product when stock levels were low

Directed 50+ customers each shift to different products which resulted in increased customer satisfaction Commonwealth Challenge Youth Academy Virginia Beach, VA Platoon Sergeant October 2017 – March 2018

Supervised over 30 cadets daily with everyday tasks to ensure discipline and success throughout the day

Communicated effectively with management about tasks involving cadets to ensure proper training