Desktop Support Security

Michael Q. Clarke

**** ******** ***, **** **********, MD 20744

202-***-**** ******.******@*****.***

Education

ASSOCIATE OF ARTS DEGREE AUGUST 2014-DECEMBER 2016 MONTGOMERY COUNTY COLLEGE

·Major: CRIMINIAL JUSTICE

HIGH SCHOOL DIPLOMA MAY 10, 2013 FRIENDLY SENIOR HIGH SCHOOL

Skills & Abilities

IT Regulatory Compliance: NIST SP 800-53 Rev.4, FISMA, NIST publications that service the Risk Management Framework (RMF), Section 508 Compliance

Systems: Windows (All Workstation/Servers);Unix-Based Systems (Solaris, Linux, BSD)

Software:, Trusted Agent, Archer, MS Office (Word, Excel, Outlook, Access, PowerPoint)

Active Directory

Desktop Support

Help Desk

System Administrator

System Admin

Remedy

Citrix

Remote Access

Dame Ware

VOIP

MobiKey

Certification(s)

CompTIA Security+ CE

Clearances(s)

Department of State (Active)- Expires 11/2029

Specialized InfoSec Training

Certified Authorization Professional (CAP)

CompTIA Security+

Work Experience

Service Desk Technician-Joint Service Provider (JSP)- Mark Center DoD Contract

Alexandria, Virginia

August 2020-Present

•Monitor Remedy Ticket queue (and Queue Monitor) and update tickets assigned on a daily basis; document all incidents and service request tickets in ITSM tool (Remedy) to ensure customers are provided with the latest status/update, progress, and resolution of their request. Triage and troubleshoot all mobile device and remote access -, iPhone/iPad, Android,, and Surface Pro – issues; provide customers with step-by-step instructions on how-to configure and/or troubleshoot device-related or remote access-related issues on NIPR & SIPR, and JWICS

Remote into users’ devices to help set up their certs in Outlook.

Help users trouble shoot and connect to the VPN

Map H drives, O drives, P drives

Windows Refresh Specialist. Upgrading Secret (Class Net) and Unclassified (Open Net) PC's from Windows 7 to Windows

10. Adding new systems to domain, transferring, and backing up User data to network share folder. Install Software,

Programs and Drivers. Replace bad hardware such as Hard Drives, Video Cards, Monitors, Printers, Card Readers,

Keyboards, Mice etc. Transfer User Microsoft Outlook PST and OST files/folders, Bookmarks, Downloads, Documents, Mapping Network Drives, Map Printers. Use of Windows Sever 2012 R2. Use of Remedy ticketing system to fulfill Desktop Support issues

Security Analyst

Kingsmen Security Group - Washington, DC, June 2020 – Present

Assisted the primary security professional/Information System Security Officer (ISSO) for several federal agency wide high value asset (HVA) systems. Utilize my full scope of SDLC

experience to procure systems as they adapt to the Risk Management Framework in order to remain FISMA compliant and ultimately maintain their authority to operate (ATO).

Perform security categorizations (FIPS 199 / NIST SP 800-60)

Select common and system specific controls (FIPS 200, NIST SP 800-37 Revision 1, NIST 800-39, NIST SP800-53 Rev. 4);

Implement security controls (NIST SP 800-53 and NIST SP 800-70);

Conduct risk assessments (NIST SP 800-30);

Conduct independent security control assessments (NIST SP 800-53A);

Provide authorization support to Agency Authorizing Official (AO), Designated Approving Authority

Daily system tasks include but are not limited to:

Support annual assessment of an identified subset of security controls (key plus one third) across all major information systems.

Develop, correlate and document security assessment test plans

o Conduct validation testing on remediation measure taken to remediate Plans of Action and

Milestones (POA&M) created in response to discovering validated vulnerabilities or deficiencies.

Evaluate the impact on system security of proposed changes and reporting on that impact to the Information System Owner and the agency ISSPM.

Identify, in conjunction with the change management board (CMB), pending system or environmental changes that may necessitate recertification and reaccreditation of the system.

Provide recommendations and guidance for corrective action of all non-compliant security controls to conform to agency Plan of Actions and Milestones (POA&M) guidance.

Provide monthly artifact tracking and metrics information.

o Document assessment activities and results in sufficient detail to enable external review of all

Assessment processes, activities, results, and conclusions.

Provide security expertise to verify NIST SP 800-53 security controls are implemented, resulting documentation and artifacts are current and monthly reporting of artifact and POA&M status and metrics.

Provide guidance to key stakeholders on the necessary components to demonstrate the achievement of control objectives.

Development and maintain system Configuration Management plans.

o Coordinate with system administrators in developing and implementing backup and recovery plans

and procedures.

Assist systems owners with actions associated with developing cybersecurity documentation and performing activities supporting the authorization to operate (ATO) for systems.

Service Desk Analyst

U.S Department of State - SAIC

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Service Desk Analyst

U.S Department of State - SAIC - Washington, DC November 2019- August 2020

•Microsoft Windows system administration tasks including: Windows Server 2008/2012, Active Directory, iOS or Android platforms, iPhones, iPads, Black Berry 10 and 12, RSA, Citrix, and SCOM monitoring tool.

•Provide professional phone and/or in-person technical support to customers with the goal of resolving customer-reported issues upon first contact.

•Monitor Remedy Ticket queue (and Queue Monitor) and update tickets assigned on a daily basis; document all incidents and service request tickets in ITSM tool (Remedy) to ensure customers are provided with the latest status/update, progress, and resolution of their request. Triage and troubleshoot all mobile device and remote access - BlackBerry, iPhone/iPad, Android, Global Open Net (GO), and Surface Pro – issues; provide customers with step-by-step instructions on how-to configure and/or troubleshoot device-related or remote access-related issues.

•Add/Change account information in Active Directory, BlackBerry, and/or Citrix/XenMobile related systems; perform

BlackBerry/XenMobile mobile device activations and re-activations

•Perform Citrix/RSA PIN resets and/or soft token pushes to mobile devices

Service Desk Analyst

U.S Department of State - SAIC

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ARMED SPECIAL POLICE OFFICER INTER-CON SECURITY JUNE 2017-MARCH 2020

·Established and updated entire warehouse SOP's and training for warehouse employees improving inventory accuracy and on time delivery.

·Responded to and investigated unusual, suspicious criminal and non-criminal activity

·Prepared and submitted written reports, criminal, non-criminal informational and supplemental follow-up incident reports

·Employed proper interview techniques associated with conducting investigations and preparing reports

·Followed departmental/company procedures in preserving evidence of a crime scene

·Patrolled and maintained the grounds to company standards ensuring that all residents adhere to the regulations set forth in the property.

·Gathered evidence in preparation for court use and appeared in court as the arresting officer

·Worked with residents and other law enforcement to remove negative influences from the community while improving the overall quality of life for residents

·Maintained a daily log of contractors entering and exiting facility.

·Checked the security of locked and unlocked doors and verified any suspicious persons.

·Assisted with emergencies and called the appropriate authorities’ police and/or ambulance.

·Completed daily reports pertaining to all incidents and kept all daily, weekly, monthly and yearly logs in proper filing areas.

CUSTOMER SERVICE REPRENSATIVE MARYLAND PARKS & PLANNING FORT WASH, MD AUG 2016- 2019

·Was responsible for reception duties; answered phones and greeted children, parents, and internal and external customers, assisted parents and guardians regarding their children in the program, assisted customers wishing to rent the center for various activities

·Lead assigned group of children in indoor and outdoor recreation activities

·Cared for and maintained recreation equipment, was responsible for daily cleaning of facility, swept and mopped floors, cleaned kitchen and bathrooms

·Assisted children in computer lab, arts & crafts, and in completing daily homework assignments

·Chaperoned weekly swimming activity and fieldtrips during the summer program

·Administered first aid when deemed necessary

·Typed memos and completed disciplinary and injury reports

·Run and organize daily activity programs for residents

·Manage the volunteer program for the facility; includes creating schedules and programs for volunteers, managing their training and orientation, and creating volunteer retention events

·Assist the Recreation Director with daily administrative tasks

·Manage and maintain highly sensitive patient documentation and information

·Developed expert improvisational skills with residents

·Maintain a professional and caring relationship with residents and family members

LEAD DELIVERY DRIVER PIZZA HUT FORT WASH, MD JAN 2017-MAY 2017

·Prepared daily food items, and cooked simple foods and beverages

·Prepared food items

·Swept and scrubbed floors

·Trained new members regarding them in-store and on the road responsibilities

·Resolved conflicts with customers in person and over the phone

·Provided prompt, reliable, and friendly customer service at the door and in store

·Cashed out employees at end of day

·Washed dishes, glassware, flatware, pots, and/or pans using dishwashers or by hand

·Cleaned work areas, equipment, and utilities.

·Oversaw the operation and maintenance of equipment

·Provided excellent customer service

·Spoke with patrons to ensure satisfaction with food and service

·Directed activities of one or more workers who assisted in preparing and serving meals

VOLUNTEER AND LEADERSHIP EXPERIENCE

·Welcomed and acknowledge all guest in a service-oriented manor

·Set up tables, chairs and decorations at the Fire House

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