Intelligence Analyst, IT Help Desk, Software Developer/Engineer

GERALD L. BROWN JR.

E-Mail: *.*********@*****.*** Phone: 808-***-****

LinkedIn: https://linkedin.com/in/gbrown9414/

Narrative of Qualifications:

An astute military veteran professional with 10+ years’ experience in leadership, management, consumer sales, oral and written communication, analytic methods, and security operations. Possesses comprehensive signals intelligence experience to include supporting the National Security Agency (NSA), National Reconnaissance Office (NRO) and the Department of Defense (DoD), completing 18 National Cryptologic School courses as well as Tier II & III IT support. Most recent experience includes positions as an IT Helpdesk Support Technician and O&M Software Engineer with Ready Services Group, located in Aurora, Colorado.

Clearance Level: Top Secret/SCI

Clearance Date: SSBI 01/22/2021, granted 06/13/2013, CI POLY 10/04/2016

Education:

•3+ years of college experience, currently pursuing a bachelor’s degree in Cybersecurity at American Military University

Certifications/Skills

•Security + Certification (12/05/2022)

•Currently enrolled in JavaScript education courses via Udemy (Projected Exam date: Feb 2023)

•Currently enrolled in Linux+ education courses via Udemy (Projected Exam date: April 2023)

•ServiceNow System Administrator Certificate (Projected certification date: Spring 2023)

WORK EXPERIENCE

IT Helpdesk Support Technician

Ready Support Group, Aurora Colorado – 40 Hrs./Week Oct 2022 – Present

•Created new employee user accounts.

•Assisted with the onboarding of new employees and troubleshooting issues.

•Assisted with department group projects as well as attended all IT staff meetings.

•Provided feedback on processes and made recommendations on areas of improvement.

Operations & Maintenance Software Engineer – HelpNow/JIRA (TS/SCI)

Ready Support Services, Aurora Colorado – 40 Hrs./Week Jan 2022 – Sep 2022

•Supported operational software and customer interfacing throughout its DIP/API transition.

•Supported a critical high-speed Raytheon data capture and processing program.

•Collaborated and facilitated the adjudication approval of tasks.

•Prepared documentation and updated internal records within Confluence.

•Provided updated ticket associations and task assignments to HelpNow and JIRA records.

•Supported the streamlining and improvement of existing automation processes by assisting in the creation of solutions to satisfy customer requirements.

•Identified and escalates all situations requiring urgent attention and document the voice contact/warm transfer of the Incident.

•Manually created, associated, updated and recorded approximately 350 ticket/task requests per month.

•Leveraged previous ServiceNow experience by incorporating change management, ticket follow-up and resolution support techniques.

•Provided assigned and appropriate support for unresolved incidents.

•Provided timely response support to customers’ requests via phone, email, chat, and text.

•Evaluated inquiries by determining nature of issue as either hardware, software, or user.

Service Center Operator – ServiceNow (TS/SCI)

DeNovo Solutions, Denver Colorado – 40+ Hrs./Week April 2020 – Jan 2022

•7x24x365 Help Desk Support.

•Provided expertise on the ServiceNow Platform for Incident Management until issue resolution.

•Dispatched and directed On-Site HWEs.

•Coordinated with 3rd Party Vendors for Post-Warranty Parts, OEM Vendors for Warranty Parts, and with Dell Centers for Warranty Parts.

•Assisted with Product Returns and Inventory Tracking while successfully executing Next Business Day SLA and providing support for CONUS and OCONUS locations.

•Provided basic support and troubleshooting, break/fix instructions, ticket routing and escalation for Tier 2 support.

•Evaluated inquiries by determining nature of issue as either hardware, software, or user.

•Maintained accurate tracking status of all inquiries for quick resolutions.

•Assigned appropriate support for unresolved incidents.

•Identified and escalates all situations requiring urgent attention and document the voice contact/warm transfer of the Incident.

•Provided information by collecting, analyzing, and summarizing inquiry and service trends.

•Updated job knowledge by participating in educational opportunities.

•Answered and responded to customers’ requests via phone, email, chat, and text.

Mission Situational Awareness Analyst (TS/SCI)

Buckley AFB, Aurora Colorado – 48+ Hrs./week September 2019 - April 2020

•Is currently providing situational awareness to allied forces abroad under the directive and compliance of the National Reconnaissance Office (NRO).

•Leverages all forms of highly classified information from NRO, NSA and NGA systems as well as from open-source media and news platforms such as Twitter.

Signals Intelligence Analyst, Bagram Afghanistan (TS/SCI)

BTS Software Solutions – 84+ Hrs./week April 2018 – March 2019

•Provided 7x24x365 SIGINT Analysis in support of the CENTCOM mission operating under the NATO Special Operations Component Command (NSOCC-A)/Special Operations Joint Task Force Alpha (SOJTF-A).

Signals Intelligence Analyst, Marine Corps Base Hawaii (TS/SCI)

3RD Radio Battalion, 50+ Hrs./week August 2017 – February 2018

•Supported the Korean mission by providing rear intelligence reports to further assist currently deployed and permanent U.S. Government assets and allied partners.

•Provided timely updates detailing sensitive information dealing with the pacific theater and presented reporting to commanders.

Signals Intelligence Analyst, Camp Humphreys, South Korea (TS/SCI)

Overseas Army (Marine Corps Detachment), 45+ Hrs./week February 2017 – August 2017

•Managed SIGINT support for numerous assets throughout the theater, assisting in the accurate and timely fusion and implementation of intelligence products in collaboration with partner U.S. Government agencies.

•Composed and conducted quality control on several time sensitive SIGINT Style reports and serialized analytical products in support of the Korean Mission.

•Produced SIGINT reports, summarizing detailed chronological timelines of events throughout the theater.

Chief, Analysis and Production (A&P), Marine Corps Base Hawaii (TS/SCI)

3RD Radio Battalion, 40+ Hrs./week April 2016 – February 2017

•Managed SIGINT support for numerous assets throughout the theater, assisting in the accurate and timely review of official Requests for Information (RFI) in collaboration with partner U.S. Government agencies.

•Managed the production of numerous SIGINT style reports as well as conducted quality control for sensitive SIGINT report presentations.

•Supported the adequate education and training of junior analysts, providing practical application of report writing techniques, quality control abilities as well as conducting oral presentations to assess briefing skills.

•Responsible for the leading, mentoring, counseling, and training of 6+ junior Marines.

Signals Intelligence Analyst, Okinawa Japan (TS/SCI)

Overseas Marine Corps, 40+ Hrs./week October 2015 – April 2016

•Managed SIGINT support for numerous assets throughout the theater, assisting in the accurate and timely education and integration of signals intelligence products in collaboration with partner U.S. Government agencies.

•Provided SIGINT liaison support for numerous assets within the theater, assisting in the accurate and timely education and integration of signals intelligence production in collaboration with fellow Marines and partner U.S. Government agencies.

•Produced numerous SIGINT style reports as well as conducted update briefs/presentations detailing sensitive information about the theater.

•Provided SIGINT tactical reporting and subject matter knowledge on reporting to the local intelligence community in support of the joint-military exercises.

Signals Intelligence Analyst, Marine Corps Base Hawaii, (TS/SCI)

3RD Radio Battalion 50+ Hrs./week March 2013 – October 2015

•Served as a Signals Intelligence analyst within the OCAC.

•Ensured accurate and timely national-level intelligence in support of forward customers.

•Has experience with SIGINT style reporting, Tactical reporting as well as used multiple SIGINT reporting tools.

Sales Associate, Fayetteville, NC

Wal-Mart, 35+ Hrs./Week June 2009 – February 2013

•Provided and ensured prompt and courteous member service, answered member questions, and demonstrated product knowledge.

•Communicated logistics, promotion and implementation with store and department managers.

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