IT Help Desk Technician

John Drake

**** * ***** *** #***, ***** 208-***-**** *******@***.***

CAREER OBJECTIVE:

To find a career position with an innovative company that is at the fore front for computer networking or information security field in order to gain additional knowledge and skills. Looking for opportunities to increase and test my abilities that I have gained and the new knowledge I am learning in my Master’s program. To be a part of the future!

KNOWLEDGE

I have knowledge and abilities in being able to identify critical issues that could compromise a company’s systems or data, perform assessments of risks according to policies and procedures to ensure secure data, present reports to companies or business partners that help them to implement recommended safety protocols to secure data or systems, use various trouble-shooting methodologies, system testing procedures, analyze and solve problems. Below is a list of other skills that I have that would be beneficial in any computer networking or information security field or field services position:

Repair and rebuild computers, LAN knowledge, Microsoft Office Suite, Excel, PowerPoint, System Troubleshooting and Management for Windows and Linux, Active Directory, Wan Technologies, Securing Windows Applications & Platforms, Auditing E-commerce Systems and IT Infrastructure, Writing & Implementing Security Policies, Ethical Hacking Tools and Techniques

WORK EXPERIENCE:

Apex/1901Group/Leidos Boise, ID 6/2020-present

-Tier 1 Help Desk Agent

Tech support (NGEN/SMIT) For the US Navy

HCL Technologies LTD. Boise, ID 6/2017-1/2020

-Field Services Technician at Micron: In this position I was responsible for fielding and prioritizing IT tickets related to deskside troubleshooting, remote troubleshooting, Windows administration, Active Directory administration, network administration, software troubleshooting (including office 365), hardware troubleshooting and VMware administration. I was also required to communicate in a professional manner with client’s in verbal and writing communication in a customer service-oriented manner. Lastly, I participated in team-oriented projects that benefited the company and the department in which I worked.

Community Partnerships of Idaho Boise, ID 3/2016-11/2016

-Technical support specialist: In this positive I was responsible for fielding and prioritizing IT tickets related to deskside support or troubleshooting, remote troubleshooting, Linux Administration, Ldap management, Server Administration and Vmware Administration. Also in this position I needed to do these tasks while maintaining policies and procedures according to HIPPA compliance. Lastly, I participated in team-oriented projects that benefited the company and the department in which I worked.

McDonalds Restaurant Boise, ID 7/2015-3/2016

-Shift Manager: In this position I was responsible for running a crew of 3 to 10 crew members to work and maintain a quality food product. Responsibilities required me to be flexible in being able to work in all positions, ensure proper food quality and sanitation, ensure proper stocking procedures, counted in and out each till, problem solved staffing issues, problem solved customer services problems or issues and maintained a supportive working environment for all on shift.

EDUCATION:

Western Governors University Boise, ID 2018-2021

MS Cybersecurity and Information Assurance

ITT Technical Institute Boise, ID 2008-2012

Bachelors of Applied Science in Information Technology

Information System Security

ITT Technical Institute Boise, ID 2006 - 2008

Associates of Applied Science in Information Technology

Computer Network Systems

Certifications:

Certified Ethical Hacker ECC5493280761 7/19/2020 – 7/18/2023

CompTIA Security+ COMP001021734640 9/30/2020 – 9/30/2023

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