IT Service Desk Technician

Steve Kim

**** ****** **** **. **** *****, McLean, VA 22102

703-***-**** *****.******.***@*****.***

PROFILE

Experienced IT professional providing technical support and top-tier customer service as a Service Desk Technician. Highly driven and motivated to continuously augment and sharpen breadth and knowledge in technology and processes. Seeking an opportunity as a Security Analyst with a focus in cybersecurity in utilizing Network+ and Security+ certifications and experiences.

SKILLS & ABILITIES

Certifications:

CompTIA A+ (Exp. Feb. 2025)

CompTIA Network+ (Exp Feb. 2024)

CompTIA Security+ (Exp. Feb. 2024)

CompTIA Server+

CompTIA CIOS (Exp. Jan. 2024)

CompTIA CNIP (Exp. Jan. 2024)

CompTIA CSIS (Exp. Feb. 2024)

ITILv4

Skills:

Operating Systems: Microsoft Windows 10; MacOS;

Apple iOS; Android OS

Proficiency in Microsoft Office Suite, Office 365 Admin, ServiceNow, WebEx Admin, Bomgar Remote Desktop,

Active Directory, Okta, McAfee ePO Admin, Cisco Call Manager, BitLocker

PROFESSIONAL EXPERIENCE

ePlus Technology, inc. Herndon, VA

IT Service Desk Technician March 2019 – Current

Provide technical support and excellent customer service to internal staff to ensure optimal conditions for business operations

Utilize McAfee ePO to push security policies on corporate workstations and adjust McAfee firewall configurations/permissions to allow for customer VPNs; also perform McAfee secure drive encryption unlocks through client-code response procedure via ePO

Manage user accounts in both Active Directory and WebEx Admin to ensure security by deprovisioning expired accounts; adjust user and workstation organizational units as necessary to integrate correct role-based access controls

Responsible for migration of MS Exchange 2016 on-prem to O365 hybrid environment for 1500 internal users and all new hires

Ensure secure authentication by managing Okta MFA; integrated Okta to internal applications for further security and hardening of software

Resolve an average of 400 tickets per 30 days; Average ticket resolution is within 24-48 hours

Maintain a 99.999% server uptime through proper change management and explicit communication with end users; deployment of updates and security patches to mitigate performance and security issues

Cater role-based training to various stakeholders in troubleshooting and diagnostic knowledge; leading to 500% increased ticket resolution, and significantly lowered SLA breaches resulting in higher customer satisfaction rates

Continuously manage and update various Standard Operating Procedures based on lessons learned and feedback

Implement knowledge base articles based on previous incidents resolved and lessons learned in ServiceNow for Tier I and After Hours Support to reference for 85% quicker response to basic and general incidents

Provide onboarding support including access controls, hardware, software licenses, and phone systems via Cisco Call Manager for all new hires, as well as over 70 personnel across two recent company acquisitions

Image workstations via PXE boot process for new hires and replacement laptops; perform data migration and transfer through secure encrypted USB and cloud transfer via OneDrive

Deliver A/V support and basic troubleshooting during executive video conferencing over Cisco hardware

Received over 50+ recognitions over one-year span from various internal employees and executive staff for satisfaction in incident response and customer service Autumn Contracting, Inc. Springfield, VA

Project Engineer October 2018 – January 2019

Provide technical and functional support to business stakeholders in supporting project managers and federal and local government agencies

Leveraged Newforma and PlanGrid project management software to manage policies and Standard Operating Procedures, track real time project progress, and communicate with partners and clients; provided administrative support in setup and configuration to allow dozens of users to track real time project updates during project construction

Developed and implemented internal processes and Standard Operating Procedures to identify and provide alerts to unplanned costs related to special equipment usage

Managed OSHA (Occupational Safety and Health Administration) standards and regulations were properly implanted to the field team established through Standard Operating Procedures, training and OSHA30 certifications, and risk mediation

Maintained PII and PHI collected and required of field team members for authorization to secure government facilities

Provided estimation of cost to government projects based on blueprints and schematics of roof plans

Worked closely with numerous vendors and partners in completion of various tasks across multiple projects Fairfax County Police Department Fairfax County, VA Police Citizen Aide July 2017 – July 2018

Provide functional support to local, state, and federal law enforcement to maintain safety of the public

Accessed, queried, and updated various information systems to obtain and input sensitive data requested by law enforcement

Inspected and monitored staff time and attendance to ensure prompt and proper payment

Managed incident reports and inquiries of both police station walk-ins and telephone callers in an expeditious manner by recording details of incidents and providing pertinent information and resources for inquiries

Maintained records through various Intergraph software (CADDBM, Informer, I/NetDispatcher, I/LEADS) of runaways, juvenile detention papers, and escape warrants from mental institutions Police Officer Recruit

Averaged in the 97th percentile on written examinations required by DCJS and FCPD

Developed communication skills needed to work as a squad with fellow recruits

Cleared extensive background investigation and polygraph examination EDUCATION

University of Virginia Charlottesville, VA

Bachelor of Arts in Psychology May

2015

Contact this candidate