Information Systems Desktop Support

Gerald R. Hicks

Centreville, VA 757-***-**** ***********@*****.***

Active DOD Top Secret Clearance with SCI

Cybersecurity Operations Threat Detection & Mitigation Disaster Recovery Planning CERTIFICATIONS & TRAINING

CompTIA Advanced Security Practitioner (CASP+) CompTIA Security + Certification CompTIA Security Analytics Professional CompTIA CYSA+ Certified-CE DOD 8570.1 Qualified IAT III and IAM II Cisco Certified Network Associate EC-Council CEH PROFILE

CompTIA Security+ Certified IT Professional with hands-on experience in managing Information Systems and protecting wide ranging digital assets and IT infrastructures. Excel in devising robust security policies, identifying system vulnerabilities, implementing corrective measures, and integrating advanced security features into diverse technological environments. Collaborative team player with a blend of technical, analytical, and IT skills, adept at liaising with cross-functional departments to achieve overarching security objectives across highly regulated environments. Core Strengths

Threat Assessment & Analysis Network Configuration & Administration Secure Systems Implementation Risk Mitigation Solution Deployment Vulnerability Assessment Symantec Endpoint Protection Software/Hardware Troubleshooting Team Building & Leadership Continuous Process Improvement Cross-functional Coordination EDUCATION

Bachelor Degree in Cybersecurity ECPI University 2024 Bachelor of Science (BS) in Information Systems Strayer University, Arlington, VA 2020 WORK EXPERIENCE

Computer System Analyst, Belcan – Springfield, VA 09/2022 – Present Received, documented, entered, and managed equipment from external agencies for testing and certification. Organized and maintained shops, storerooms, tools, equipment, and supplies. Installed, maintained, troubleshot, and repaired Tempest equipment domestically and internationally. Conducted technical security design evaluations in compliance with government regulations. Offered training on Classified Equipment Lifecycle Management to department employees stationed globally. Key Highlights:

• Produced 2-D X-rays and 3-D Computed Tomography (CT) images for evaluation of parts for Initial Baselining, Non- Destructive Testing, and Failure Analysis of printed circuit boards, electronic components, and semiconductor devices.

• Led comprehensive technical inspections, non-destructive testing, component x-raying, photo imaging, analysis, evaluation, and assessments of COMSEC/CRYPTO equipment. Utilized protective technologies to COMSEC equipment, including Secure Terminal Equipment (STE), VoIP devices, and other cryptographic equipment.

• Planned, organized, and led worldwide trips to ensure compliance with State and NSA regulations for the decertification, destruction, and disposal of Tempest devices.

Help Desk Support, Alesig – Fort Belvoir, VA 10/2021 – 09/2022 Planned and performed MacAfee Security updates. Executed successful operations in the areas, including desktop support, infrastructure operation and maintenance, data backup, and computer imaging. Performed installation of application software upgrades. Submitted trouble tickets into the NEC Remedy online system, tracked responses, and followed up on services. Key Highlights:

• Significantly enhanced overall system security by updating and implementing robust security policies.

• Improved system reliability by analyzing PC hardware and software problems and implementing corrective measures.

• Increased customer satisfaction by assisting them with effective instructional support and product troubleshooting. Gerald R. Hicks Page 2

Information Security Specialist, Usag Benelux, FedITC, Brunssum, NL 02/2021– 10/2021 Managed desktop support, infrastructure operations, maintenance, data backup, and computer imaging. Tracked and resolved basic network-related issues on user devices, troubleshot VTC equipment, and mapped printers to user devices. Administered software updates, set up user email accounts, and managed requests for user email and application access accounts. Key Highlights:

• Strengthened system security by updating McAfee Security, uploading new security policies, and activating features in the configuration manager.

• Safeguarded website information of employees' ATCTS accounts to ensure compliance with installation security policy, provided system application guidance to employees, troubleshot printers, and published certificates to email accounts.

• Streamlined multi-faceted IT operations by utilizing Active Directory for various tasks, recovering old CAC (Common Access Card) certificates, installing and setting up computers with multiple displays, and configuring Microsoft Teams. IT Specialist, Pentagon, Quadrant, Arlington, VA 02/2020 – 02/2021 Determined and delivered unique and feasible solutions based on customer requests. Planned, executed, and managed operations of desktop support, infrastructure operation and maintenance, data backup, and computer imaging. Updated MacAfee security, uploaded new security policies, and activated components in the configuration manager. Key Highlights:

• Assembled and disassembled BitLocker, backed up BitLocker to Active Directory, and activated Purebred and VPN on customer cell phones.

• Ensured optimal hardware performance through installation and hardware maintenance of personal computers, including RAM upgrades, troubleshooting, and replacement of video cards and power supplies. Security Officer, Allied Universal, McClean, VA 06/2019 – 02/2020 Ensured the security and safety of the client's property and personnel. Responded promptly to alarms, incidents, and emergencies while complying with set protocols to mitigate risks. Managed traffic flow by directing drivers. Key Highlights:

• Successfully prevented losses and damages by proactively reporting irregularities, informing violators of policy and procedures, and restraining trespassers.

• Maintained compliance with local, state, and federal regulations related to security and safety. Mobile Technology Specialist, T-Mobile, Woodbridge 05/2017 – 06/2019 Conducted installations, configurations, upgrades, and troubleshooting of hardware and software components as per key requirements. Engaged actively with customers to showcase products, equipment, and network functionality. Devised robust project plans that encompassed specification requirements and milestones for complex technical solutions. Key Highlights:

• Gained enriched experience and wide-ranging knowledge of wireless services, IT, and mobility solutions by installing, testing, monitoring, operating, and troubleshooting client hardware and software.

• Successfully expanded the client base by 80% and built client loyalty within two years by consistently exceeding sales targets and ensuring optimal client satisfaction.

• Boosted customer engagement and sales by recommending relevant products and features, explaining promotions and discounts, and offering personalized suggestions based on in-depth analysis of customer needs, lifestyle, and budget. ADDITIONAL EXPERIENCE

Operations Specialist United States Army, Fort Hood, TX 08/2003 to 01/2013 AWARDS

IRAQ Campaign Medal w/ Two Campaign Stars Army Commendation Medal Army Good Conduct Medal National Defense Service Medal Global War on Terrorism Service Medal Army Service Ribbon Overseas Service Ribbon

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