Cyber Security Help Desk
Resume:
VANNAK HOU
**** ******** *****, ***** ******, VA 22042 703-***-****
*********@*****.***
US Citizen Active Secret Clearance
PROFESSIONAL SUMMARY
Over 7.5 years of experience in Help Desk / Deskside support with business process reengineering
(BRP), with a strong emphasis on Agile methodologies. Experienced with providing technical support and troubleshooting for hardware, software and network issues. Proven ability to user issues e iciently and e ectively, ensure minimal downtime and maximum user satisfaction. EDUCATION AND CERTIFICATIONS
MSc Cyber Security: Strayer University (working on a degree in Cyber Security) in process, CompTIA Security+, AWS Certified Solutions Architect – Associate, ISAC – CISM, and PMI CORE COMPETENCIES
Test Planning & Design – Skilled in developing comprehensive Test Plans, Test Case Designs, and Test Scripts aligned with user needs, specifications, and system requirements. Software Testing Expertise – Proficient in black-box testing, functional testing, GUI testing, system testing, integration testing, smoke testing, regression testing, performance testing, and User Acceptance Testing (UAT).
Independent Verification & Validation (IV&V) – Experienced in executing IV&V processes to ensure software quality and compliance with requirements. Software Development Methodologies – Well-versed in SDLC frameworks including Waterfall, V- Model, and Agile methodologies.
Technical Aptitude & Rapid Learning – Demonstrated ability to quickly grasp and implement new technologies and complex concepts.
Analytical & Problem-Solving Skills – Strong decision-making, analytical, and problem-solving capabilities in dynamic team environments.
Metrics & Test Coverage Reporting – Proficient in tracking test coverage and delivering actionable metrics to stakeholders and management. E ort Estimation & Scheduling – Experienced in estimating testing e orts and aligning test schedules with broader project timelines.
Communication & Collaboration – Excellent verbal and written communication skills; adept at liaising with developers, clients, and project management teams. Team Leadership & Coordination – E ective in organizing and managing team activities to meet tight deadlines and project goals.
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EXPERIENCE
2022 – 2025 T-REX Solutions LLC Arlington, VA
Project Manager –Defense Healthcare Management Systems (DHMS)
• Provide Tier 1 support for users of the IBM Jazz tool suite (e.g., Engineering Lifecycle Management (ELM), Engineering Workflow Management (EWM), Engineering Requirements Management (ERM) DOORS Next, Engineering Test Management (ETM, Report Builder, Rational Publishing Engine (RPE), including basic troubleshooting, access assistance, and usage guidance.
• Provide Tier 1 support for users of SDLCNext.
• Receive, triage, and document IT service requests and incidents via email and ticketing system; ensure accurate categorization and prioritization.
• Review, validate, and fulfill user access requests in accordance with security policies and role-based access controls.
• Provide timely and professional communication to end users regarding request status, troubleshooting steps, and issue resolution.
• Identify recurring issues and suggest improvements to support processes and knowledge base documentation to enhance service e iciency.
• Coordinate with external vendors for Tier 3+ escalations, status updates, and to ensure service level agreements (SLAs) are met.
• Assist in testing and validating system changes, software updates, and access permissions to ensure proper functionality and user readiness.
• Tools & Technologies: LMT Jazz, Windows 10, Oracle 12c, IBM Rational Suite
• Manage LMT/Jazz Process & Tools shared mailbox “PEO DHMS Process and Tools Support Desk”
• Perform user account analytical analysis (IBM Jazz, Ektropy) 2018 – 2022 SeKON Enterprise Inc Arlington VA
Business Process Reengineering Specialist – PEO DHMS
• Acted as the Subject Matter Expert (SME) for the LMT/Jazz Electronic Tool Access Request (eTAR) process, ensuring e icient tool access management.
• Functioned as the Primary Tier-1 Analyst, delivering front-line support to over 2,100 users, managers, and representatives within the PEO.
• Provided project-specific support by executing assigned tasks in alignment with established policies and supervisor guidance.
• Delivered comprehensive LMT/Jazz training sessions to users, enhancing tool proficiency across the organization.
• Led and facilitated weekly Process and Tools Account meetings to address issues, share updates, and coordinate ongoing improvements.
• Drove onboarding process improvements for new users through innovative, out-of-the- box thinking and user-focused strategies.
• Tools & Technologies Used: LMT Jazz, Windows 10, Oracle 12c, IBM Rational Suite 2013 – 2018 IntelliDyne, LLC Falls Church VA
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Deskside Support Technician – DHA (DoD)
• Identified and requested training to develop skills that would improve personal capabilities to assist Call Center in achieving its mission.
• Processed customer orders, prepared correspondence, and fulfilled customer needs to ensure customer satisfaction.
• Provided technical support to end users on a variety of issues
• Identified, researched, and resolved technical problems
• Updated and developed CAC policies and procedures.
• Maintained and/or developed CAC Intranet, Public Folders, Knowledgebase, FAQs, POC List, Users Lists, or other data collections related to the CAC representative responsibilities and job functionality.
• Ran reports and solicit feedback to manage team regarding soft skills and technical skills to improve overall e ectiveness.
• Coordinated and consulted with Customer, Engineering, Deskside Manager, vendors, and team members to meet project requirements.
• Advised management of potential risks that may have impact on customer base and operating environment
• Crossed train on Blackberry Support, adding and deleting users to the DHA network as well as other ad hoc tasks.
• Coordinated with team to ensure rapid response times and follow-up with customers
• Ensured that all VIP calls are responded to immediately.
• Developed professional working relationship with customer to better understand business needs.
• Processed customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.
• Provided technical support to end users on a variety of issues.
• Identified, researched, and resolved technical problems.
• Documented, tracked, and monitored the problem to ensure a timely resolution.
• Coordinated and consulted with Customer, Engineering, Deskside Manager, vendors, and team members to meet customer requirements.
• Advised management of potential risks that may have impact on customer base and operating environment.
• Imaged GFE’s systems via SCCM Process
2010-2013 Securitas/Security O icer Ashland VA
Security O icer
• Monitored and authorized entrance and departure of employees, visitors, and other persons to guard against theft and maintain security premises
• Wrote reports of daily activities and irregularities such as freezer temperatures, garage check, and unusual occurrences
• Inspected and adjusted security systems, equipment, or machinery to ensure operational use and to detect evidence of tampering
• Trained all new security personnel on hospital security standard operating procedures Vannak Hou Page 4 of 4
• Maintained daily logs of irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences
• Opened common area to the public in the morning and greeted customers and employees
• Informed and warned patrons of rule infractions, such as smoking and loitering
• Called police or fire departments in cases of emergency, such as fire or presence of suspicious persons
• Operated over 60 surveillance cameras to monitor interior and exterior public areas TECHNICAL SKILLS
Test Management: HP Quality Center, Rational ClearQuest, IBM Engineering Lifecycle Management (ELM)
Proficient in Microsoft O ice.
OSes: Windows 10, Windows 11, Windows Server 2012, MacOS Linux (Ubuntu and Kali) and CLIs.
Networking: TCP/IP, DNS, DHCP, VPN, and Active Directory
Troubleshooting: Hardware, software, network, and remote support
Databases: Basic SQL, Oracle, MySQL and Microsoft Access
Platforms: Windows 10, Windows 11, Linux (Ubuntu), Windows Server series, Apple
Methodologies: Agile, Waterfall, V-Model
ITSM: CompTIA Security+ CE, ServiceNow, Jira, IBM LMT Jazz, CISM, AWS (Amazon Solutions Architect – Associate), CISM (Certified Information Security Manager), and PMP – Project Management Professional (PMP)
REFERENCES:
Zecharia Williams - Manager – Trex Solutions, LLC – 202-***-**** – *************@*****.***
Ida Spencer – Coworker – Trex Solutions, LLC – 703-***-**** - **********@*****.***
Kathryn Hood – DHA Gov’t POC – Kathryn Hood – 919-***-**** – ******.**@****.***
Alyssa Tunnelo – Manager – Trex Solutions, LLC – 281-***-**** – ******.*******@*****.***
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