Customer Service Technical Support

Nickoles A. Smith

816-***-**** ********.*****@*****.***

PROFESSIONAL SUMMARY

Dedicated and results-driven Information Systems Professional with over eight years of experience in government unclassified and classified network solutions. Expertise in network management, compliance security frameworks, risk and threat management, security controls, and establishing privacy standards. Adept at leading organizational projects, managing telecommunications, and providing professional guidance while ensuring top-tier customer service and cybersecurity practices. Proven ability to analyze, develop, and implement security measures to protect sensitive data and systems.

CERTIFICATIONS

• CompTIA

• CompTIA Security+

• CompTIA Network+

• Top Secret Clearance

SKILLS

• Effective and concise communication

• Customer briefing and stakeholder engagement

• Highly organized and adaptable

• Critical thinking and problem-solving

• Self-motivated and results-oriented

EDUCATION

Bachelor of Arts, Psychology University of South Alabama May 2018

PROFESSIONAL EXPERIENCE

Central Technical Support Facility – Fort Cavazos, TX

Network Engineer (June 2022 – Present)

Conducts security scans using Assured Compliance Assessment Solution (ACAS) to uphold and enhance network integrity and compliance.

Collaborates with the U.S. Army Operational Test Command (OTC) Network Team to implement Security Technical Implementation Guides (STIGs) for network hardening.

Oversees Enterprise Mission Assurance Support Service (eMASS) operations, ensuring compliance through detailed documentation and artifact management.

Leads RMF processes, facilitating systematic assessments and accreditations to strengthen cybersecurity posture and regulatory compliance.

Manages multiple concurrent cross-functional teams to deliver high-quality network solutions.

Oversees the implementation of network management solutions for the organization’s largest customer.

Performs system patches, updates, and upgrades on servers, workstations, and stored images.

Deploys and maintains enterprise virtual desktop infrastructure environments, including VMware Horizon 7.0.3.

Manages virtual machine network administration, firmware upgrades, and ESX O/S monitoring.

Administers VCenter users and oversees operating system/server migrations.

Configures and tests disaster recovery replication solutions to ensure operational resilience.

Collaborate with various teams across organization-such as held desk, LAN/WAN administrators, and application developers to ensure consistent application of security best practices.

Monitor alerts and reports generated by deception system to detect lateral movement, unauthorized access attempts. Collaborate with incident response team to analyze attack patterns and develop mitigation strategies base on intelligence gathered.

Provide expert judgment and recommendations regarding information security risks and best practices across all areas of assigned responsibility.

Investigate user access issues and provide recommendations for enhancing the design and implementation of security protocols.

Maintain a comprehensive documentation process and procedures for use by other members of team to ensure consistency and clarity with practices.

Participate in on call rotations for security support during regular working hours and after hours as needed.

United States Army – Various Locations

Assistant Operations Officer (August 2011 – November 2021)

Developed and delivered training materials on system security, social engineering, phishing techniques, intrusion tactics, and peer-to-peer security awareness for company supervisors, contractors, and employees.

Assisted the Operations Administrator Officer in drafting and distributing operational orders and training event details at the Brigade and Battalion levels.

Regularly consulted by leadership and peers for expertise on communications equipment, network security devices, and troubleshooting complex technical issues.

Company Executive Officer

Conducted business function analysis to identify critical systems and applications, reducing risk exposure and potential service interruptions.

Managed and updated the Disaster Recovery Plan (DRP) for classified and unclassified systems.

Developed risk assessment techniques and improved control standards to enhance the company’s risk management framework.

Implemented security controls within enterprise architecture following NIST 800-53 security best practices.

Led Risk Management Framework (RMF) teams, overseeing audit reports, configuration change control, alternate processing, and business continuity planning.

Managed personnel, providing coaching and mentorship through training programs and collaborative team projects.

Anytime Computer Support – Kansas City, MO (May 2009 – August 2011)

Computer Support Technician

Provide first level technical support to end users, troubleshooting hardware, software, and network issues to minimize downtime.

Install, configure, and maintain operating systems, applications, and security patches across company devices.

Manage user accounts and permissions using Active Directory and other IT management tools.

Perform routine system diagnostics and implement solutions for performance optimization.

Assist with IT asset management, including tracking and deployment of company hardware and software.

Train employees on IT best practices, security protocols, and efficient use of software applications.

Provide remote and in person support to end users experiencing technical issues.

Diagnosed and resolved network connectivity problems, printer malfunctions, and system crashes.

Logged and tracked support tickets using IT service management software, ensuring timely resolution.

Set up new workstations, including software installation and email configuration.

Conducted system updates, security patches, antivirus scans to ensure data protection.

Reference available upon request

Contact this candidate