Help Desk Technical Support

PHILLIP HILBURN

Houston, TX ***** 916-***-**** **********@*****.*** https://www.linkedin.com/in/philliphilburn92/ SUMMARY OF QUALIFICATIONS:

• Skilled IT Professional with extensive experience in help desk support and a strong foundation in systems administration, adept at managing servers, networks, and implementing robust security measures.

• Proactive Technical Specialist with a proven track record of resolving complex infrastructure issues, optimizing system performance, and ensuring high availability during critical transitions.

• Certified Systems Enthusiast holding CompTIA Security+ and AWS Certified Cloud Practitioner credentials, leveraging technical expertise to enhance system reliability and security.

• Collaborative Team Player with a focus on cross-functional initiatives to streamline system operations, improve network performance, and implement scalable infrastructure solutions. TECHNICAL SKILLS:

Operating Systems: Windows Server, Linux (Ubuntu, CentOS), Mac administration Systems Administration: Active Directory, Group Policy, server configuration, virtualization (VMware, Hyper-V), patch management

Technical Support: Network troubleshooting, desktop support, incident management, ticketing systems (ServiceNow, Jira) Security: Access control, IAM, vulnerability scanning, NIST compliance, VPN configuration, firewall management Cloud: AWS (EC2, S3, IAM, VPC), Microsoft Azure

Software & Tools: PowerShell, Bash scripting, Microsoft Office Suite, ServiceNow, Jira, SPLUNK, Nagios Soft Skills: Problem-solving, analytical thinking, team collaboration, effective communication Systems Exploration: Configured AWS VPCs and EC2 instances to practice secure server management, monitored system performance, and automated routine tasks using scripts. PROFESSIONAL EXPERIENCE:

Service Desk Analyst III MTX Group Frisco, TX (Remote) May 2021 - Dec 2024 MTX Group is a global technology consulting firm specializing in digital transformation.

• Provided advanced technical support for hardware, software, and network issues, achieving an 80% first-call resolution rate, reducing downtime for critical systems.

• Managed and maintained Windows and Linux servers, performing patch updates, user account management, and system performance monitoring to ensure operational stability.

• Collaborated with systems administrators to troubleshoot server-related issues, including Active Directory misconfigurations and VPN connectivity problems.

• Developed PowerShell and Bash scripts to automate routine tasks, such as user account provisioning and log analysis, improving team efficiency by 15%.

• Monitored system logs using SPLUNK to identify performance bottlenecks and potential security threats, escalating issues to senior administrators for resolution.

• Assisted in configuring AWS EC2 instances and IAM roles, ensuring secure access and compliance with organizational policies.

• Trained end-users on secure system access and best practices, enhancing organizational security awareness and reducing phishing-related incidents.

• Supported access control by auditing and assigning security roles in Active Directory, ensuring compliance with data protection standards.

IT and Maintenance Technician Fastenal Beaumont, TX Jul 2011 - May 2021 Fastenal is the largest fastener distributor in North America.

• Supported the deployment and maintenance of Windows-based servers and networked equipment, gaining hands-on experience in system troubleshooting and configuration.

• Assisted in rolling out a new inventory management system, configuring servers and network settings to support a 50% improvement in B2B fulfillment efficiency.

• Conducted system health checks and recommended hardware upgrades, ensuring the reliability of critical IT infrastructure.

• Collaborated with IT teams to secure on-site servers and endpoints, identifying and mitigating potential vulnerabilities during equipment deployments.

EDUCATION:

Bachelor of Business Administration, Management Information Systems Lamar University, Beaumont, Texas, Aug 2019

CERTIFICATIONS:

Security+ CE Certification - Apr 2025

CompTIA ID: COMP001022766784

Certified Cloud Practitioner - Mar 2025

AWS Validation Number: 6be107784f924e47a957ea5c9b1dee87 CISSP - Expected 2025

In Progress, ISC2

Contact this candidate