Security Guard Support
Resume:
Elmira Lee
Washington, DC ****9 United States
Day Phone: 202-***-****
Evening Phone: 202-***-****
Email: **********@*****.***
Work Experience:
CoSolutions Incorporation
22636 Davis Drive, Suite 165
Sterling, VA 20164 United States
01/2017 – 03/2021
Hours per week: 40
Systems Analyst
Duties, Accomplishments and Related Skills:
Responsible for ensuring 24/7/365 information technology (IT) support desk services for the Department of Homeland Security Headquarters IT Support Help Desk as a Senior IT Systems Analyst; this is a federal government Public Trust position; Top Secret clearance in progress.
Consistently recognized by DHS customers and corporate management for providing outstanding customer support for IT users at all technical skill levels – basic through expert; promoted three times due to work quality and received three annual bonuses based on consistently superior customer feedback. Maintain the highest IT ticket success rate among my peers for the past two years. Ensure attention to detail problem-solving skills, high-level work ethic and customer service are applied in all situations by new staff via training and continuous mentoring. Skilled at analyzing and resolving complex service incidents and IT hardware/software-related requests. Leverage my knowledge of remote-control technologies such as Bomgar to remote into users’ desktop to troubleshoot users’ desktops and laptop devices. Assist users with myriad IT issues, including upgrades, troubleshooting software applications, shared drives, mapping network drives, network connectivity and VPN access.
Supervisor: Mr. Delono Walton 202-***-****
Okay to contact this Supervisor: Yes
Quality Technology
9475 Lottsford Rd
Upper Marlboro, MD 20774 United States
08/2014 - 12/2016
Hours per week: 40
Helpdesk Analyst
Duties, Accomplishments and Related Skills:
Held a federal government Public trust position responsible for direct support to the Department of Health and Human Services (HHS) Centers for Medicare and Medicaid Services (CMS), as an HHS application support specialist. Primary duties included Affordable Care Act enrollment via the 24/7/365 HSS help desk. Coordinated with enrollees, HHS points of contact; analyzed and researched concerns, issues and questions; and, resolved and communicated results to HSS staff as best practices and lessons learned to improve future incident response capabilities. Trained and mentored new staff on HHS applications, incident response processes and procedures, communications etiquette, record keeping and reporting requirements. Lead research to resolve issues and inquiries and was rewarded by being transferred from the sub- to prime-contractor team. In addition to daily duties, delivered technical assistance and support for incoming queries and issues related to CMS Enterprise Applications Software, as well as applicable computer systems and hardware. Accountability involved providing customer service on health insurance applications, such as Enterprise Identity Management (EIDM), Data Services Hub (the HUB), Electronic Data Interchange (EDI), Electronic Funds Transfer (EFT), Eligibility and Enrollment (E&E), SHOP, Defect Tracking, and ZONE, which included IT systems and software applications in various production phases.
Supervisor: Muna Anderson 301-***-****
Okay to contact this Supervisor: Yes
The Select Group
7930 Jones Branch Drive, Suite 200
McLean, VA 22102 United States
06/2013 - 07/2014
Hours per week: 40
Chief Administrative Officer (CAO) Support Analyst
Duties, Accomplishments and Related Skills:
Responsible for organizing and coordinating client requests and performing a myriad of technical tasks. Coordinated with end-users via email, telephone and web applications to address, analyze and resolve information technology (IT) hardware and software issues. Performed complex technical IT troubleshooting to resolve end-user support requests. Provided technical assistance to college and graduate school applicants and their advocates.
Supervisor: Stefan Giede 571-***-****
Okay to contact this Supervisor: Yes
Open Technology Group
8403 Colesville Rd.
Silver Spring, MD 20910 United States
04/2006 - 04/2011
Hours per week: 40
IT Specialist
Duties, Accomplishments and Related Skills:
Responsible for on-site information technology (IT) support to the Department of Treasury’s Bureau of Engraving and Printing; ensured successful accountability of end-user support teams’ systems, built and set up new systems, throughout the national capital region (NCR). This was a federal government Public Trust position. Planned the delivery of desktop customer support services, including installation, configuration, troubleshooting, customer assistance and training in response to customer requirements. While responsible for the operations of information technology within the Bureau, worked closely with administration services, and other departments within Open Technology Group/Bureau of Engraving and Printing. Learned and maintained knowledge of the organizational IT infrastructures, IT security principles, processes and procedures; and new IT products and services to ensure continued capability to install, configure and test software based on customers’ requests and requirements.
Supervisor: Dennis Brown 202-***-****
Okay to contact this Supervisor: Yes
SofTech Solutions
8403 Colesville Rd.
Inglewood, CO United States
07/2005 - 04/2006
Hours per week: 40
IT Specialist
Duties, Accomplishments and Related Skills:
Primary work sites were within the DOT’s Federal Railroad Administration, with responsibility to provide end-user support team systems accountability, setting up and maintaining new information technology systems, throughout the national capital region (NCR). Lead planning and delivery of desktop customer support services, including installation, configuration, troubleshooting, customer assistance and training in response to customer requirements. While responsible for the operations of information technology within the agency, worked closely with administration services, and other departments within Softec Solutions/Federal Railroad Administration. Learned and maintained knowledge of the organizational IT infrastructure, IT security principles, and new IT products’ and services’ technical capabilities and functions to ensure continued hardware and software configuration, installation, testing and troubleshooting support, based on evolving customer requirements.
Supervisor: Ronald Ginyard
Okay to contact this Supervisor: Yes
Blackhawk Security, Inc.
5210 Auth Rd, Suitland, MD 20746 United States
11/1998 – 07/2005
Hours per week: 40
Security Guard
Duties, Accomplishments and Related Skills:
Responsible for 24/7/365 on-site security for the Department of Transportation (DOT), in a Federal Government Public Trust position. Responsible for providing 24/7/365 on-site physical security support as a Contract Security Guard. Primary duties included protecting DOT’s personnel and property from injury, damage or theft. Remained focused and alert to avoid unauthorized personnel. Ensured excellent customer relations by greeting incoming visitors, scanning IDs, recorded visitor’s entry time and performed escort services for VIPs, couriering sensitive information and valuable items, and ensuring proper storage of items considered valuable by DOT. Monitored access control systems, including CCTV systems, screening equipment including X-Ray machines and hand wands. Acted as first responder for medical emergencies, and emergency (code red) situations. Selected to coordinate closely with Federal Protective Service (FPS) and other law enforcement agencies to assist with the President George W. Bush’s transition period, which required significant overtime. Completed daily activity reports detailing both suspicious and non-suspicious activity. First aid and CPR qualified.
Supervisor: Captain Jenkins - Please call main company line 301-***-****
Okay to contact this Supervisor: Yes
Elite Protective Services
11331 Amherst Ave
Wheaton, MD 20902-4513 United States
05/1992 – 11/1998
Hours per week: 40
Security Guard
Duties, Accomplishments and Related Skills:
Department of Health and Human Services (HHS) contract security guard, responsible for providing internal and external physical security to HHS sites, enforcing all security rules and regulations per government-mandated standard operating procedures. Determined who was allowed access to HHS grounds and facilities by checking visitor badges and screening faces of all those entering and leaving HHS sites. Performed standardized periodic property and facility patrols checking doors, windows, and gates. Observed surveillance cameras to monitor interior and exterior areas and entrances. Completed daily activity reports detailing suspicious and non-suspicious activities. First aid and CPR qualified.
Supervisor: Ella McSwain - Please call main company line 301-***-****
Okay to contact this Supervisor: Yes
Education
Master of Science: Psychology - 2017
Grand Canyon University
Phoenix, AZ United States
Bachelor of Science: Information Systems Management - 2005
Minor in Business Administration
University of Maryland University College
Adelphi, MD United States
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