Customer Service Information Security
Resume:
Danyele Mason
Hephzibah GA, ***** • *******.*.*****@*****.*** • Cell: 762-***-****
I am a dynamic and highly motivated individual with a proven track record of success in challenging positions requiring strong analytical abilities and sound judgment. I am seeking a position in a challenging and professional environment where exceptional performance is rewarded with the opportunity for professional growth. EDUCATION/ PROFESSIONAL/ TECHNICAL CERTIFICATIONS
CompTIA
Security+ (CE) – Current
Pierce College
Associates General – Technology – 2016
Augusta University
Bachelor of Fine Arts – Photography and Printmaking – 2023 SKILLS/ COMPUTER PROGRAMS AND SOFTWARE
• Active Directory
• Adobe Suite
• Customer Service
• GEARS
• Helpdesk Support
• Horizon View
• Information Security
• Microsoft 365
• Microsoft Management Console
• Microsoft Server Manager
• Mobile Device Support
• Network Security
• Remote Desktop Management
• Ticketing System
• VSphere
• Windows Powershell
Network Classifications: Non-Classified Internet Protocol (NIPR) and Secure Internet Protocol (SIPR). PROFESSIONAL EXPERIENCE
Laboratory Technician Veterans Curation Program Augusta, Georgia November 2023 to March 2024 30 Hours
• Processed archaeological and archival collections owned by the United States Army Corps of Engineers using well-developed organizational and problem-solving skills.
• Utilized training in photography and document scanning to produce museum-quality digital images of archaeological objects and associated records.
• Demonstrated strong writing abilities and typing skills to produce vital collection reports and finding aids.
• Conducted archaeological and archival research using a combination of problem-solving and research skills. Framer Michael’s Augusta, Georgia September 2023 to June 2024 10 Hours
• Built customer relationships while creating memorable framing solutions for their art with a high degree of quality and in a timely fashion.
• Adhered to standard operating procedures and company programs in the ready-made frame department and other assigned areas.
• Assisted customers in locating products and provided a fast, friendly and accurate checkout experience.
• Assisted sales floor staff with stocking shelves, keeping lanes tidy and promoted commitment to the organizations vision and values.
IT Support Technician Senior Insight Global Augusta, Georgia August 2018 to December 2019 40 Hours
• Provided 24/7 direct mission technical support to EMARSS (Enhanced Medium Altitude Reconnaissance & Surveillance System). Responsible for hardware and software maintenance support to Thick Client Mission Systems and hardware support to Trusted Thin Client Software defined workstations.
• Coordinated, monitored and troubleshot to isolate and diagnose common and unusual server problems while documenting system events and implementing the appropriate course of action.
• Created system administrator accounts, providing new user access and support while maintaining security standards.
• Conducted mission startup and technical support for users, troubleshot accounts, programs and server functions using Active Directory, Horizon View and vSphere.
Service Desk Technician US Army Naples, Italy September 2017 to July 2018 45 Hours
• Provided first contact and incident resolution and oversight to customers with hardware, software and application problems.
• Served as office Work Group Administrator (WGA), facilitated office cabling, ensured VOIP(Voice Over IP) phone functionality and workstations received necessary patches.
• Prepared, maintained and organized personnel records. Assisting in the processing of personnel for separation and retirement as suspension of favorable personnel actions and discharges of personnel in accordance with Army regulation 600-8-2.
Senior Information Technology Specialist U.S. Army Doha, Qatar July 2016 to August 2017 50 Hours
• Developed systems inside the service desk to streamline heavy workloads, leading to a 98% closure rate, in under 30 days of over 2500 service tickets.
• Directly supervised and responsible for the health, welfare, and training of company’s 30 soldiers on ground; responsible for accountability and serviceability of equipment valued more than $150,000.
• Responsible for the request, transportation, and functionality of Public Identification Verification cards (PIV) for over 200 employees and service members on post.
• Embraced roll as Equal Opportunity Leader, worked with post command to coordinate ethnic/special observances and fostered an atmosphere of understanding, trust, and tolerance. Senior Information Systems Specialist U.S. Army Stuttgart, Germany July 2014 to June 2016 45 Hours
• Supervised preventive maintenance checks and service procedures of assigned Controlled Cryptographic Items
(CCI) ensuring no data loss and secure mission transmission success.
• Served as the Work Group Administrator (WGA) for the office assuring active user accounts and office device network connectivity.
• Led a team of six personnel during the execution of two equipment validation exercises resulting in multiple communications certifications and 100% functionality of equipment.
• Selected as the office Unit Prevention Leader (UPL) and ensured annual requirements were met, processed over 150 samples with zero compromised sample jars successfully sent for testing; enduring system integrity. Senior Information Systems Supervisor U.S. Army Tacoma Washington April 2011 to May 2014 45 Hours
• Planned, installed, and maintained the Tactical Local Area Network (TACLAN), secure data transmissions, secure and non-secure servers.
• Developed a thorough and detailed Standard Operating Procedure (SOP) criteria for the TACLAN 13.1 server upgrade ensuring no data loss.
• Provided customers telephone and in-person support with hardware, software and application problems.
• Safeguarded and transported over 100 classified hard drives and Communication Security (COMSEC) materials with 0% loss or compromise of data ensuring advanced party mission success.
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