It Support Specialist
Resume:
Joseph Burks
Sterling, VA *****
**********@*****.***
Professional Summary
Results-driven IT Support Specialist with over 13 years of experience delivering exceptional Level 2 and Level 3 support to end users and internal teams. Skilled in troubleshooting, diagnosing, and conducting QA testing for software issues, all while maintaining high security standards. Eager to leverage my expertise and seek opportunities for career advancement in a dynamic environment. Work Experience
Data Base and ETL Support
Corro Clinical-Remote
April 2024 to October 2024
· Monitor shared inboxes and internal request dashboards,
· Create bug tickets in Azure for JAMS jobs failures.
· Receive and document incoming emails into Azure DevOps.
· Cross-trained in various functions within the department to support other teams as needed.
· Other responsibilities as requested by management or assigned sprint items to complete.
· Respond to email requests for Developers and create User Stories in DevOps
· Executed scripts manually as well as monitored and tracked the availability, performance and security of databases.
· Continuously observing and tracking the availability, performance, and security of databases.
· Execute queries to update database and run audits for the Data Analytics team or CA’s.
· Queried Ad hoc reports from SSRS for CA’s & PA’s.
· Follow up with the client or internal staff via email for additional information on ETL’s as requested.
· Update and Create wiki articles in DevOps
· Delegate and assign Bugs or User Stories, Sprint Items to the Developer team members.
· Exposed to design, develop, data aggregation and automate ETL processes for transferring and transforming data.
• Developed and implemented ETL (Extract, Transform, Load) processes to efficiently extract data from various sources and load it into the target database
• Collaborated with cross-functional teams to gather requirements for data extraction, transformation, and loading processes
• Optimized ETL jobs by fine-tuning SQL queries and improving overall performance of data pipelines
• Performed data profiling and analysis to identify inconsistencies or anomalies in source data
• Implemented error handling mechanisms to ensure accurate processing of large volumes of data during ETL operations
• Worked closely with database administrators to optimize database schemas for efficient storage and retrieval of transformed data
• Developed custom scripts or programs to automate repetitive tasks involved in ETL processes, resulting in significant time savings
• Collaborated with database administrators on capacity planning activities to ensure sufficient resources are allocated for efficient execution of ETL processes
• Participated in cross-functional projects aimed at integrating new data sources into existing ETL pipelines, ensuring seamless integration with minimal disruption Tech Force Analyst
Salesforce-Reston, VA
January 2016 to March 2023
• Provide level 3 remote and local IT and desktop support by troubleshooting, diagnosing, installing, and configuring a variety of hardware and software.
• Investigate and analyze security incidents.
• Created and maintained user accounts, passwords, data integrity, system access & security.
• Cross-train with the CSIRT team (Computer Security Incident Response Team) and work closely with the team to fill in gaps with end-user accounts and equipment using JAMF and MECM.
• Worked closely with the GRC team (Governance, Risk and Compliance)
• Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines.
• Own IT projects and drive project deliverables for SME teams (CrowdStrike and Sentinel)
• Support Security Standards (anti-virus/anti-spam/firewall/patching)
• Participate in interviewing, Training, and mentoring junior team members.
• Implementing security measures to protect desktop software from unauthorized access and malware.
• Handled imaging, deployment, app install, hardware upgrades, and repairs for developer workstations.
• Provisioning user accounts for various services
• Adding, modifying, and removing access permissions via Active Directory
• Unlocking and changing account passwords via Active Directory
• Provided Mac & Windows endpoints support & troubleshooting. Imaging, security, encryption, drivers, OS software updates & patching, deployment and profile management. Configured MDM: mobile access enablement, troubleshooting, and profile management
• Administered user access via secure management & identity portals. Assisted with AD support: password resets, unlocks, endpoint name validation, and security groups. Utilized Salesforce Support Force for ticket management, incidents, inventory updates, and knowledge articles.
• Provided technical support to customers via phone, email, and chat, resolving issues on the first contact
• Maintained a high level of customer satisfaction by ensuring prompt and accurate responses to inquiries
• Collaborated with cross-functional teams to resolve complex technical issues that required escalation
• Troubleshoot hardware and software problems for clients, diagnosing issues and providing effective solutions
• Assisted in the development of knowledge base articles and FAQs to improve self-service options for customers
• Identified recurring technical issues and worked with the product development team to implement permanent fixes
• Conducted remote troubleshooting sessions using remote desktop tools to assist customers with software installations or configurations
• Performed hardware repairs or replacements as needed, coordinating with vendors or service providers when necessary
• Developed strong product knowledge across multiple platforms, including operating systems (Windows/ Mac), networking equipment (routers/switches), security software (firewalls/antivirus), etc.
• Participated in regular team meetings to discuss common challenges, share best practices, and suggest process improvements
• Collaborated with sales team members to provide pre-sales technical assistance during client meetings or presentations
• Provided training sessions for new employees on company products, services, and support processes
• Managed multiple support tickets simultaneously while adhering to SLAs (Service Level Agreements)
• Resolved of escalated cases within agreed-upon timeframes through effective problem-solving skills
• Implemented a ticket tracking system, resulting in improved response times
• Increased customer satisfaction ratings by XX% through proactive communication during issue resolution
• Mentored junior support staff members on advanced troubleshooting techniques
• Created step-by-step guides for commonly reported issues, which reduced average handling time
• Collaborated with the development team to test and provide feedback on new software releases
• Assisted in the creation of technical documentation, including user manuals and troubleshooting guides
• Participated in on-call rotations to provide 24/7 technical support coverage for critical incidents
• Provided input to product management teams based on customer feedback and recurring technical issues
• Identified opportunities for process improvement within the support department, resulting in increased efficiency
• Conducted regular follow-ups with customers to ensure their issues were fully resolved and satisfaction was achieved
IT Security Analyst/IAM Team
Inova Health Systems
August 2013 to September 2015
· Provide controlled access to all computer information systems and prevent unauthorized entry into computer systems.
· Create User account in Active Directory
· Received work request for application integration/ changes, workflow changes, configuration changes and functional questions.
· Assisted in the development, review and maintenance of Security and IT policies and procedures to provide safeguards to control access to information systems.
· Provided identity & Access Management by receiving work requests for application integrations/change, workflow changes, configuration changes and functional questions. System Administrator
ACI Solutions
January 2013 to August 2013
· Administered and configured all aspects of users’ accounts and email accounts using Microsoft Active Directory and Exchange.
· Analyzing and remediating non-complaint devices using MECM features like compliance settings.
· Created hardware images, for future imaging of systems.
· Server administration of QA environments which were CentOS Linux
· Service assigned and resolved tickets using Remedy ticketing system.
· Performed system/hardware upgrades to PC’s, monitors, peripherals, and printers. IT Helpdesk Support
Orbital Science
August 2007 to November 2012
· Provided Tier I technical support for internal employees and field personnel.
· Established an inventory database to track computer equipment, maintained inventory control, and maintained loaner laptops.
· Performed password reset for Lotus Notes, windows, voicemail, VPN.
· Performed hardware and software installation and maintenance.
· Patched fiber cable and configured new systems and networks. Education
High school diploma
Paint Branch High School - Burtonsville, MD
September 1994 to June 1998
Skills
• CrowdStrike
• Carbon Black
• Wireshark
• Azure DevOps
• 10
• Okta
• Tanium
• Power BI
• MacOS Administration: Windows Server
• PowerBI
• Cisco Unified Communications Manager
• Outlook
• MECM
• CyberArk
• Data modeling
• PowerShell
• Exchange
• Fortra JAMS
• Terminal Server
• Microsoft Excel
• SCCM (3 years)
• Cisco AnyConnect
• ServiceNow
• MSTeams
• ETL
• Office Deployment Tool
• SharePoint
• Data warehouse
• 11 Windows Server
• SQL
• Tableau
• Bit9
• MDM Software: Sentinel One
• SQL Server Reporting Services (SSRS)
• Jira
• JAMF
• Big data
• SF CRM
• Java
• Active Directory
• Microsoft Endpoint Configuration Manager
• Microsoft SQL Server
• Microsoft SQL Database
• SQL Server Management Studio (SSMS)
• Python
• Windows 7/8
• Scrum
Military Service
Branch: United States Army
Service Country: United States
Rank: P2
February 1999 to May 2001
As a Culinary Specialist, you’ll cook meals and work alongside chefs to prepare meals comparable to any major restaurant, so that Soldiers can sit down and enjoy a hot meal in between training or mission deployments. You’ll be responsible for preparing and servicing meals both in the field and at home stations, as well as ordering, inspecting food supplies, and keeping the kitchen safe and sanitary. Certifications and Licenses
Microsoft Certified: Power BI Data Analyst Associate March 2025 to March 2026
Microsoft Certified: Azure Administrator Associate March 2025 to March 2026
CompTIA Security+
CompTIA Advanced Security Practitioner
CompTIA A+
CEH
Contact this candidate