Help Desk Support Specialist

Christopher Britton

Tamarac/Florida 954-***-**** ****************@*****.*** LinkedIn

US Army Veteran CompTIA & IT Professional Secret Clearance (Inactive)

Professional Summary

US Army Veteran of 6 years who worked as a Multi-Transmissions operator maintainer while serving in the military. Presently hold an Inactive Secret Clearance. Spent the last 6 years in Security services and customer care but always held a passion for the Information Technology industry and decided it was time to pursue a professional career in IT after leaving the military. Recently attended ACI Learning for Information Technology and Cyber Security courses through the Computer User Support Specialist (CUSS) program. Planning to secure ITIL, A+, Network+, and Security+ certifications. Seeking entry-level opportunities within the private or government sectors in areas including IT Specialist, Help Desk, Desktop Support, Service Desk, or Technical Support.

Skills

ITIL 4 Foundations - Infrastructure Library, PC Operating Systems Navigation, Internet Usage, IP Addressing

CompTIA A+- Components of Desktop PCs, Installations & Configuration of Operating Systems, Maintain & Troubleshoot Installations of Microsoft Windows & Windows Operating Systems, Network Connections, Network Technologies, Support Laptops, Portable Computing Devices, Printers & Scanners, Support PC Security, Replace Computer Hardware, Systems Components

CompTIA Network+ - TCP/IP, LAN, WAN, VLAN, Wi-Fi, VPN, VOIP, Install, Operate, Manage, Support & Troubleshoot Corporate Network

CompTIA Security+ - Identify Security Threats, Harden Internal Systems & Services, Secure Network Communications, Manage PKI’s, Enforce Organizational Security Policies & Monitor Security Infrastructure

Technical Training & Certifications

ACI Learning Virtual Campus

Computer User Support Specialist (CUSS) Program Completion Date: March 2023

PeopleCert ITIL 4 Foundation Certification (In Progress)

CompTIA A+ Certification (In Progress)

CompTIA Security+ Certification (In Progress)

CompTIA Network+ Certification (In Progress) Broward College Davie, Florida

Bachelor of Science in Computer Engineering Completion Date: pending

Professional Experience

Cheers Sunrise, Florida

Cook

Utilized business Point of sales system to input, document sales, and inventory management.

Answered inquiries via phone and in person as needed to exceed customer satisfaction.

Identified potential problems and perceived the impact of the implications of decisions on business partners.

Exceeded all customer and corporate expectations with regard to service, food safety, and restaurant cleanliness

Established strategic plans for future success with both internal and external customers

Interacted with the management of another department within areas of responsibility and developed solid working relationships

National Alert Security Ft. Lauderdale Florida

Security Guard at Marriot and Westin Hotels and Triathlon January 2018 – August 2022

Utilized the latest security equipment and techniques to patrol buildings, both in-person and remotely.

Excelled at minimizing offensive behavior, including theft, by ensuring all customers and visitors are aware of heavy security presence.

Supported electronic monitoring devices by troubleshooting, repairing, and monitoring system hardware and electronic devices.

Monitored video surveillance equipment, burglar, and fire alarm systems and reported any violations or emergencies to the appropriate agency.

Operate innovative, wireless technology at client-specific sites

equipped with software-enabled PDAs, which can then be networked wirelessly with a command-center module and used to capture incidents, send pictures, record time-and-attendance of officers, plot GPS coordinates of their locations, and guard tours.

Macy's Plantation, Florida

Loss Prevention December 2022 – April 2023

Performed routine security checks of merchandise and high-risk areas, ensuring adherence to loss prevention procedures and maintaining a safe shopping environment for customers and employees.

Collaborated with store management and law enforcement agencies to apprehend and detain shoplifting suspects, providing detailed incident reports, and supporting evidence.

Conducted thorough investigations of internal and external theft incidents, employing effective interview techniques and evidence gathering to determine root causes and prevent future occurrences.

Implemented proactive strategies to prevent inventory shrinkage, including organizing merchandise displays, implementing sensor systems, and utilizing anti-theft devices.

Utilized advanced loss prevention technologies and tools, such as CCTV systems, electronic article surveillance (EAS), and data analysis software, to enhance surveillance capabilities and identify patterns of theft.

Demonstrated a proactive and customer-focused approach to loss prevention, balancing security objectives with maintaining a positive shopping experience for Macy's customers.

Military Experience

United States Army, Various Locations June 2013 – November 2017

Telecommunications Help Desk Support

Provided first-line technical support to customers regarding telecommunications services, including phone systems, voicemail, and video conferencing solutions.

Assisted customers in troubleshooting telecommunication-related issues, identifying root causes, and resolving problems promptly to minimize downtime.

Effectively handled a high volume of help desk tickets, ensuring timely and accurate ticket resolution while adhering to service level agreements (SLAs).

Collaborated with cross-functional teams, including network engineers and system administrators, to escalate and resolve complex technical issues that required higher-level support.

Utilized remote access tools to troubleshoot and support telecommunication equipment and software installations at various customer locations.

Configured, installed, and maintained satellite communication systems, including satellite terminals, antennas, modems, and related hardware.

Senior Transmissions Technician and Administrator

Satellite operator, Joint Network Node operator, Maintenance for automotive and satellites, Inventory Management

High-Capacity Line of Sight Shelter operator

Led a team of transmission technicians in the installation, maintenance, and troubleshooting of complex communication systems, ensuring uninterrupted and reliable signal transmission.

Managed and supervised the deployment and setup of satellite communication terminals, radio systems, and tactical data networks in various operational environments.

Conducted comprehensive preventive maintenance checks and services (PMCS) on transmission equipment, identifying and resolving issues proactively to maintain peak operational readiness.

Trained and mentored junior technicians, enhancing their technical proficiency and fostering a cohesive and efficient team dynamic.

Assumed the role of communications administrator, managing user accounts, permissions, and access to classified and unclassified networks.

Oversaw the setup and configuration of cryptographic devices and encryption keys, ensuring secure and confidential communication in compliance with established protocols.

Conducted radio frequency (RF) spectrum management, coordinating frequency allocations and de-conflicting transmissions to prevent interference.

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