It Support Customer Service

Gin-I Dickerson

Stafford, VA *****

540-***-**** ********@*****.*** linkedin.com/in/ginidickerson

Professional Profile

IT Support and Cybersecurity Professional

Versatile IT professional with over 15 years of experience optimizing enterprise infrastructure and reducing downtime. Improved network reliability by 30%, enhanced helpdesk efficiency by 25%, and enforced security compliance across healthcare and federal environments. Skilled in system upgrades, AD, and troubleshooting.

Core Competencies:

Windows 10-11, Office 365, Active Directory, Symantec Endpoint Protection, Group Policy, Webex

System administration, user access management, network configuration, patch management, AV, and endpoint support

VPN /Remote support, ticketing systems, incident response, technical documentation, customer service excellence

The installation, configuration and maintenance of hardware and software

Problem Solving: identifying IT security risks.

Work Experience

GLOBAL MEDICAL RESPONSE, Herndon, VA, and Washington, DC 08/2019 – 3/2025

Information Technology Field Support Technician

Provided Tier III support to 500 end-users—including C-suite executives and field staff—across remote and on-site locations, ensuring rapid issue resolution and maintaining high service reliability in a fast-paced, distributed environment.

Installed, configured, and maintained workstations, mobile devices, and enterprise software to ensure optimal performance and minimal downtime.

Troubleshot and resolved complex LAN/WAN connectivity issues, implementing long-term solutions that reduced recurring network-related tickets by 30% and improved overall system reliability for end-users.

Led firmware and software upgrades, patch management, and inventory control across field sites, enhancing system security, reducing vulnerabilities, and ensuring accurate asset tracking.

Conducted routine IT audits and enforced compliance with internal security policies and configuration standards.

Partnered with vendors and cross-functional teams to resolve escalated technical incidents and coordinate timely equipment repairs, minimizing downtime and ensuring continuity of operations across multiple sites.

SPECIALIST ON CALL (SOC), Reston, VA 08/2017 – 08/2019

Desktop Engineer

Managed Active Directory user accounts and led system imaging, patching, and workstation deployments, ensuring secure, up-to-date systems and reducing setup time for new users across the organization.

Supported a hybrid workforce by troubleshooting remote VPN access, Office 365, and group policy issues.

Maintained asset inventory and provided end-user training on new software installations and system policies.

Monitored and resolved IT support tickets using the Oasis system, achieving 100% SLA compliance and accelerating issue resolution through detailed documentation and proactive follow-up.

INOVA HEALTH SYSTEM, Sterling, VA 03/2017 – 08/2017

Junior Security Analyst (Contracted through Apex)

Enforced secure access control by managing account provisioning with Oracle Identity Manager and RSA SecurID, ensuring compliance with security protocols and minimizing unauthorized access risk.

Strengthened domain security by accurately managing user access and permissions in line with IT governance policies, reducing unauthorized access incidents and supporting audit readiness.

Documented user access requests and IT workflows to improve team knowledge base and request processing time.

Assisted in developing security policies and procedures aligned with HIPAA standards, enhancing data protection and improving organizational compliance during internal audit.

Commodity Futures Trading Commission (CFTC) FEDERAL GOVERNMENT, Washington, DC 07/2016 – 02/2017

Junior Systems Analyst (Contracted through Sysazzle LLC)

Delivered Level II support to 300 federal users, swiftly resolving hardware, software, and network issues to maintain high system uptime and ensure uninterrupted agency operations.

Streamlined system operations by managing Windows OS upgrades, malware remediation, and user account provisioning via Active Directory and SCCM, reducing downtime and enhancing endpoint security across the organization.

Delivered detailed technical documentation and customer guidance, improving helpdesk response efficiency by 25%.

ATLANTA PUBLIC SCHOOLS, Atlanta, GA 05/2015 – 06/2016

Information Techology Field Support / Junior Systems Analyst

Provided technical support for 1,000 devices—including Windows PCs, iPads, and MacBooks—across multiple school campuses, ensuring consistent performance and minimizing classroom disruptions through proactive maintenance and rapid issue resolution.

Configured Cisco switches, resolved wired, and wireless network issues, ensuring stable internet connectivity and reducing classroom network downtime across multiple campus environments.

Installed Apple iOS apps and conducted classroom equipment audits, increasing device uptime and usage.

Ensured all systems were up to date with antivirus software, patches, and supported operating systems.

RADIANCE TECHNOLOGIES, Huntsville, AL 01/2014 – 05/2015

Desktop Engineer (Contracted through Techni-Core)

Maintained enterprise desktop and server environments by performing hardware imaging, driver configuration, and software deployments, streamlining system readiness and improving operational efficiency across departments.

Assisted in LAN/WAN infrastructure upgrades, performed system backups, and enforced data security protocols.

Managed user accounts and email configurations across Windows 8 platforms and iPad devices.

INNOVATIVE MEDIA and MASLOW MEDIA GROUP, Washington, DC Metro Area 01/2012 – 01/2014

Audio-Visual Information Techology Technician – Supervisor and Trainer

Led and trained AV installation teams for government and private-sector events, successfully integrating servers, networking hardware, and AV systems to ensure seamless event execution and technical reliability.

Provided frontline IT support and updated Active Directory during large-scale tech upgrades.

Education

Master of Science, Cybersecurity and Information Assurance, Western Governors University, Millcreek, UT (In progress)

Bachelor of Science, Information Systems and Cybersecurity, ITT Technical Institute, Duluth, GA (07/2016)

Associate of Science, Network Systems Administration, ITT Technical Institute, Madison, AL (12/2014)

Professional Development

Certified Ethical Hacker (CEH), EC-Council (In progress)

Computer Hacking Forensic Investigator (CHFI), EC-Council (In progress)

References:

Eric Foulds ****.*******@***.*** Richmond, Va 804-***-**** 8701 Park Central Dr suite 500, Richmond, VA 23227

Michael Parisi *******.******@***.*** 305-***-****

Russ Mujic ****.*****@***.***

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