Security Clearance Desktop Support

Jamil Belt

323-***-**** *******@*****.***

ACTIVE SECURITY CLEARANCE: TOP SECRET

WORK FROM HOME / HYBRID ONLY

Objective

Quality-focused IT professional, with over 17 years of experience as a system’s tech with software/hardware resolving skills. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Successful in operating in a wide range of platforms and environments. Effective communicator: able to explain complex processes in easy-to-understand terms for end users or management. Skilled in proactive identification and resolution of critical system issues.

Education & Certifications

COMPUTER EDUCATION INSTITUTE COLLEGE

COMPTIA A+ CERTIFIED

MCDST - ENTERPRISE DESKTOP SUPPORT TECHNICIAN

(Microsoft Certified IT Professional)

MCTS – WINDOWS 10 CONFIGURATIONS

(Microsoft Certified Technology Specialist)

HP CERTIFIED

(Workstations and Notebooks for Onsite Service Technicians)

Technology Summary

Platforms: Windows, Mac OS, Linux/Unix, ChromeOS, iOS, Android

Ticketing Systems: Remedy, Service Center, ServiceNow

Applications: Active Directory (DRA), Adobe Acrobat, AirWatch, AppGate, Cisco Call Manager, Cisco Finesse Cisco Jabber, Cisco AnyConnect VPN, Ivanti, McAfee Endpoint Encryption, Microsoft 365, Teams, Lotus Notes, Symantec, SAP, Duo Admin Console, YubiKey/FIPS, Citrix, Dynatrace, Safe Console (Data Locker), JAMF Console, WebEx, Zoom

Work Experience

02/11 – 04/25: CORPINFO SERVICES / DISYS / DEXIAN (THE AEROSPACE CORPORATION)

SENIOR DESKTOP ANALYST END USER SUPPORT II CIS SYSTEM ADMIN SERVICE DESK TIER 2 SUPERVISOR

Minimize user downtime and resolve issues immediately for VIPs. Perform remote installations and manage workstations, switch connectivity tests, and set up Cisco VOIP phones.

Diagnose hardware and/or software issues.

Assisting new employees with their workstation and device enrollment

Provided remote onboarding via virtual desktop (Citrix Workspace)

Provide 1st/2nd line support to users.

Troubleshoot PC’s, laptops and mobile devices.

Order, ship and receive inventory for hardware item installations and deployments.

Provide remote assistance through Microsoft Endpoint Manager Remote Console

Configure encryption, print servers, and software/hardware settings.

Image new Windows PC’s and Mac OS systems.

Configure VOIP phones with Cisco Unified Call Manager Administration

Support Apple mobile devices through AirWatch Console

Escalate issues as needed and maintain communication with customer and technical teams.

Refresh and upgrade select desktop/laptops computers that reached end of life.

Perform duties of queue manager, assign and allocate the workflow to appropriate technicians.

Handle triage and unassigned tickets

Supervise and answer troubleshooting issues with Tier 1 service desk reps

Resolve tickets that are assigned to the Service Desk QA queue

Install and configure ECA certificates

Troubleshoot and fix all Microsoft Office 365 (Outlook, Teams, OneDrive and SharePoint) related issues

Supported Vandenberg Space Force Base Western Division

Created floor plan and installed equipment for Space Launch Complex 3 (SLC3) at VSFB

Assisted with instructional support on KB Articles

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