Customer Service It Support
Resume:
BLAKE
DANIELS
Chicago, IL *****
**************@*****.***
Technical Troubleshooting &
Customer Support
Windows & Mac OS
Administration
Active Directory Administration
Network Troubleshooting &
Connectivity
Firewall Configuration & MDM
(Mobile Device Management)
Cybersecurity Tools (Wireshark,
Metasploit, Splunk)
Google Workspace, Zoom, and
Slack Support
Detail-oriented and Excellent
Communication Skills
IT Support & Help Desk Specialist with extensive experience in troubleshooting across Windows and Mac environments, supporting mobile device management, and delivering excellent customer service. Skilled in managing Active Directory, VPN configurations, network troubleshooting, and firewall configurations. Proven ability to diagnose and resolve complex technical issues, provide seamless IT support, and collaborate effectively with cross-functional teams to maintain robust IT infrastructure. CompTIA Security+ certified, with a solid foundation in cybersecurity, currently working towards A+ & Network+. IT Lab Administrator
Self-Directed Learning, Remote October 2024 - Current IT Security Specialist
Olin Corporation, Lemont, IL March 2022 - October 2024 Security Officer
Securitas Security Services, Downers
Grove, IL
December 2021 - March 2022
Work History
Built and managed virtual labs simulating real-world IT challenges, performing in-depth troubleshooting and diagnostics. Configured and tested firewall and network security solutions, gaining hands-on experience in issue resolution and device configuration. Configured VPN environments to replicate secure remote access scenarios, analyzing and resolving connectivity and access control challenges to enhance troubleshooting skills.
Provided technical support to site operations, ensuring system integration and user access support for contractors and employees. Managed Active Directory accounts by creating, modifying, and disabling user accounts for contractors and employees.
Supported integration of SAP with LIMS portal, streamlining operational efficiency for upper management.
Onboarded new contractors, ensuring proper IT support for accessing systems.
Participated in annual security training and audits from US Coast Guard. Ensured security compliance throughout site.
Assessed threats and assisted management in implementing risk mitigation strategies.
Responded promptly to security incidents and emergencies, coordinating with law enforcement and emergency services as needed to ensure swift resolution.
Maintained detailed incident reports and daily activity logs, enhancing organizational transparency and security protocol compliance. Provided exceptional customer service by assisting employees and visitors, fostering a safe and welcoming environment while enforcing security policies.
Conducted regular security assessments and implemented measures to mitigate potential risks, ensuring the safety of personnel and assets. Monitored and maintained security systems, including cameras, alarms, and access controls, to ensure continuous operational effectiveness. Skills
Geek Squad Agent
Best Buy, Burbank, IL January 2020 - December 2021 Delivered in-person and remote technical support to clients, troubleshooting hardware and software issues, networking, and device setup. Diagnosed and resolved technical problems, including computer repair, mobile device support, and home theater installations. Educated customers on product features and solutions to improve their technology use and understanding.
Collaborated with team members to ensure timely service delivery and meet performance metrics.
Managed software installations, system updates, and data recovery while ensuring data privacy and protection.
Provided exceptional customer service, building trust and maintaining long-term client relationships.
Documented technical processes and solutions to improve team efficiency and maintain knowledge bases.
Saint Xavier University at Chicago, IL
Bachelor of Business Administration & Management May 2024 Education
Certifications
CompTIA Security+ Certification
Google Cybersecurity Professional Certificate
Google AI Essentials Certificate
Transportation Worker Identification Credential (TWIC) Holder Permanent Employee Registration Card (PERC) Holder CPR Certified
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