Technical Support Customer Service

GRIFFIN MANN

********@*****.*** 770-***-**** Loganville, GA 30052

Entry-Level IT and Cybersecurity Specialist

Accomplished and detail-oriented IT professional with 2 years of hands-on experience in technical support, system administration, and network management. Adept at diagnosing and resolving hardware, software, and network issues to ensure seamless IT operations. Demonstrated expertise in configuring and maintaining network devices, managing user accounts, and implementing security measures to protect sensitive data. Known for strong customer service skills, effective communication, and a proactive approach to troubleshooting and problem-solving. Seeking to leverage technical skills and experience in an entry-level cybersecurity or IT support role to contribute to the success and growth of a dynamic organization.

AREA OF EXPERTISE

Application Configuration

Software Management

Hardware Installation

User Support

Mobile Device Management

Helpdesk Administration

Windows (various versions)

TCP/IP

Routing and switching

VPN Configuration

Network Security

Firewall Configuration

Software Deployment

System Imaging

Patch Management

Backup and Restore Procedures

Cloud Computing (Azure, AWS, GCP)

Virtualization (VMware, Hyper-V)

Remote Desktop Support

ITIL Best Practices

Active Directory Management

Group Policy Administration

Scripting (PowerShell, Bash)

Incident Response

Security Auditing

Endpoint Protection

IT Asset Management

Anti-virus and Anti-malware Solutions

Disaster Recovery Planning

Wireless Network Setup and Troubleshooting

CORE COMPETENCIES

Technical Support & Troubleshooting: Skilled in diagnosing and resolving hardware, software, and network issues to ensure seamless IT operations.

Network Configuration & Management: Proficient in setting up, configuring, and maintaining routers, switches, and other network devices.

Cybersecurity Fundamentals: Understanding of basic cybersecurity principles, including threat detection, mitigation, and incident response.

Operating Systems Administration: Experience with Windows and Linux operating systems, including installation, configuration, and maintenance.

Customer Service & Communication: Strong interpersonal skills with the ability to provide clear, concise, and effective support to end-users.

System Maintenance & Updates: Expertise in performing routine maintenance, updates, and patches to ensure system reliability and security.

User Account Management: Knowledge of managing user accounts, permissions, and access controls in accordance with organizational policies.

Data Protection & Recovery: Familiarity with data backup, recovery procedures, and ensuring data integrity and availability.

Help Desk Operations: Experience in logging and tracking service desk inquiries, incidents, and requests to ensure timely resolution.

Documentation & Recordkeeping: Proficient in maintaining accurate logs, records, and documentation to comply with internal and regulatory requirements.

EDUCATION

High School Diploma May 2018

Graduation Achievement Center Charter High School Atlanta, GA

PROFESSIONAL EXPERIENCE

U.S. ARMY FORT BRAGG, NC

CROSS TRAINED IT SPECIALIST (25B) JULY 2020 - AUGUST 2021

Performed server maintenance, updates, and patches on PCs and mobile devices connected to the network, enhancing system performance and security. Created and managed work tickets for networking issues, facilitating efficient problem resolution.

Key Responsibilities:

Served as the initial point of contact for users experiencing IT issues, providing prompt and effective support.

Responded to and logged service desk inquiries, incidents, and service requests, ensuring accurate documentation and follow-up.

Performed password resets and account access support, maintaining compliance with organizational policies.

Ensured user access permissions aligned with security policies and procedures.

Conducted routine hardware maintenance and upgrades on various network devices to ensure optimal functionality.

Diagnosed and resolved network connectivity issues, maintaining reliable communication systems.

Administered system re-imaging for computers, ensuring adherence to strict security protocols and standards.

Executed data wipes, OS reinstalls, and software configurations to maintain operational readiness and cybersecurity integrity.

Managed and maintained secure communication networks by configuring and troubleshooting NIPR (Non-classified Internet Protocol Router) and SIPR (Secret Internet Protocol Router) systems within the military infrastructure.

U.S. ARMY FORT BRAGG, NC

SIGNAL SUPPORT SYSTEMS SPECIALIST (25U) NOV 2019 - AUG 2021

Assisted in the installation and maintenance of secure data distribution systems, enhancing information sharing capabilities within the unit. Participated in training sessions to stay updated on the latest communication technologies and protocols, ensuring the implementation of best practices in signal support.

Key Responsibilities:

Formulated and implemented CAT 6 cabling for local area networks (LANs) within the unit, ensuring robust and reliable network connectivity.

Provided signal support functions and technical assistance for computer systems, enhancing overall operational efficiency.

Oversaw routine checks on communication equipment to identify and address potential issues proactively, preventing critical failures.

Configured routers, switches, and other network devices, optimizing network performance and security.

Set up and maintained various communication systems, including radio, wire, and data distribution systems, ensuring seamless communication across the unit.

Delivered technical support to unit personnel, addressing communication needs and troubleshooting related issues to maintain operational readiness.

OTHER EXPERIENCE

J.B. HUNT TRANSPORTATION SERVICES PENDERGRASS, GA

CLASS A REGIONAL DRIVER MAY 2023 – PRESENT

Undertook routine vehicle inspections and maintenance to ensure optimal performance and safety. Collaborated with dispatchers and logistics teams to streamline operations and enhance delivery efficiency.

Key Responsibilities:

Safely transported heavy-duty Kubota equipment on a dedicated account throughout the Southeast region.

Adhered to all federal and state regulations, ensuring full compliance with DOT standards.

Demonstrated expertise in handling unique logistical challenges by successfully transporting heavy loads.

Responded effectively to unexpected schedule changes, minimizing impact on delivery timelines and ensuring customer satisfaction.

Completed over 43,000 miles of driving, showcasing reliability and a strong commitment to meeting delivery deadlines.

Maintained accurate logs of driving hours and cargo, ensuring compliance with safety regulations.

FROZEN FOOD EXPRESS LITHONIA, GA

CLASS A REGIONAL DRIVER APRIL 2022 - MAY 2023

Handled unexpected issues, such as mechanical breakdowns or traffic delays, effectively to minimize impact on delivery schedules. Ensured adherence to all company policies and DOT regulations, contributing to a culture of safety and compliance.

Key Responsibilities:

Kept safe driving practices, ensuring the protection of property and the general public on roadways.

Operated reefer unit trailers, conducting regular temperature checks throughout the delivery route to ensure product integrity.

Collaborated with dispatchers to communicate route and schedule changes, ensuring efficient and timely deliveries.

Updated logs with timely and accurate information, meeting internal requirements and DOT recordkeeping standards.

Documented daily mileage, fuel usage, and other relevant data to ensure compliance and facilitate operational efficiency.

Carried out pre-trip and post-trip inspections to maintain vehicle safety and performance.

CERTIFICATIONS

CompTIA Security +

Currently studying for the Cisco Certified Network Associate (CCNA) exam

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