Customer Service It Specialist
Resume:
Sekhem Oakes
Washington DC
*******@*****.***
Objective
Dedicated IT Specialist with extensive experience in cybersecurity support, identity management and customer service. Proven ability to streamline operations, enhance user efficiency, and manage sensitive data within diverse environments. Seeking to leverage technical skills and experience in a rewarding environment. Professional Experience
Tier 3 IT Specialist
Center for American Progress
February 2022 - November 2024
- Configured secured travel accounts and managed Windows and OS devices, including VPN setups for employees traveling to both hostile and non-hostile environments.
- Delivered exceptional customer service to C-suite executives and department directors, significantly reducing the impact of security breaches and software issues.
- Conducted software testing and provided end-user training, enhancing user efficiency and decreasing user-related issues.
- Managed and deployed software including pushing patches, software installations, and monitoring of errant devices, to Mac and Windows devices, through RMM/MDM tools including Addigy, Intune, Airwatch and Kaseya
- Monitored phishing attempts and effectively quarantined or removed malicious emails to protect secure data.
- Utilized PowerShell to archive, store, offboard, and maintain accounts, ensuring the security of sensitive data within company servers.
- Collaborated HR and legal teams regularly with onboarding, creating accounts, deactivating accounts, converting accounts based on organization role changes, and access requirements
- Ran audits managing and editing user accounts with excessive privileges to ensure secure chain of command
Tier 2 Field Technician (Contract)
MVS Consulting for the Government of the District of Columbia January 2019 - March 2019
- Provided Tier 1 and Tier 2 help desk support to new and relocating employees and students across various agencies.
- Troubleshooting laptops and desktops operating on both macOS and Windows platforms.
- Facilitated the deployment of thousands of updated devices to DC government agencies, ensuring seamless transitions.
- Transferred sensitive user data for newly deployed devices while upgrading existing systems. Tier 1-2 Helpdesk Technician and Field Technician
Office of the Chief Technology Officer
May 2016 - December 2021
- Imaged, serviced, and tested DELL mobile stations to comply with PARCC and DRC Access testing requirements for the DC public school system.
- Assisted in the Windows 10 Reimage and Reconnect project for over 30,000 devices within the DCPS system.
- Provided service for Polycom, Smartboard, Teams Rooms conference rooms, and other technologies.
- Responded efficiently to 80-90 inquiries daily from end-users across 80+ agencies within the DC government, emphasizing superior customer service. Skills
- Ticketing Systems, Salesforce, Remedy, Front, ServiceNow
- Customer Service
- Troubleshooting
- Active Directory, Active Roles
- PowerShell
- Microsoft 365, Intune, Microsoft Exchange, Azure
- Security Patching, Carbon Black, Addigy, McAfee
- Remote Support Tools, Bomgar, Splashtop, CMS, AWS, Teamviewer
- Database Management
- TCP/IP Protocols
- SharePoint
- MDM, Addigy, Airwatch, Intune, Kaseya
- VPN, Palo Alto, Pulse Secure,
- MFA, YubiKey
- Device Configuration (OS, Windows 7/10/11, iOS, Android)
- Asset Management, Ivanti, Bluetally
Education and Certifications
University of Maryland University College
Expected Graduation: 2026
CompTIA A+ Certification
CompTIA Security+ Certification
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