IT Support & Cybersecurity Professional Resume

Russell Crawford

Reston, VA *****

571-***-**** ️ ***********@*****.***

Professional Summary

IT Support & Cybersecurity professional with 6+ years of experience in technical support, endpoint security, vulnerability management, and incident triage. Skilled in diagnosing hardware/software issues, analyzing security alerts, and maintaining secure, reliable systems across enterprise environments. Strong communicator with proven leadership abilities, a customer-first approach, and hands-on experience supporting Azure-based identity management, device compliance, and security baselines. Seeking roles in IT Support, Cybersecurity Analysis, or Help Desk Leadership where technical depth and security awareness are key.

Core Competencies

Technical Support & Troubleshooting

Security Alert Triage & Incident Escalation

Vulnerability Scanning & False-Positive Validation

Endpoint Security (Intune, Defender, SentinelOne)

Azure AD / Entra ID Administration

Access Provisioning & De-Provisioning

Remote Administration & Tooling

Knowledge Base Documentation

Ticket Queue Management & SLA Adherence

Customer Service & Client Relationship Management

Team Support, Mentoring & Cross-Department Collaboration

Professional Experience

Neosystemscorp — Support Services Technician II

Reston, VA March 2019 – Present

IT Support / Help Desk Leadership Responsibilities

Manage daily ticket queue, categorize and prioritize issues, and meet SLA targets.

Provide Tier II support across Windows endpoints, applications, and user accounts.

Troubleshoot hardware (peripherals, docks, monitors) and software issues across various devices.

Assist team members with complex tickets and serve as escalation support during heavy workloads.

Lead by example—support onboarding, cross-training, and mentoring new technicians.

Create and maintain Knowledge Base documentation to standardize support processes.

Communicate effectively with clients to maintain trust, satisfaction, and transparency.

Cybersecurity & System Hardening Responsibilities

Deploy and monitor security agents; run Elastic scripts through N-central to maintain compliance.

Perform scheduled vulnerability scans and evaluate results to identify or validate false positives.

Conduct initial triage of security alerts, evaluating severity, impact, and scope before escalation.

Identify suspicious activity and coordinate with Managed Security teams when needed.

Audit CIS Benchmark outputs across Azure tenants and assist with remediation plans.

Ensure identity lifecycle management aligns with security policies (provisioning/de-provisioning).

Support security configuration adjustments in Azure AD/Entra ID and Windows authentication.

Contribute to multi-phase data migrations including planning, deployment, and remediation.

Use remote management tools such as N-central, ConnectWise, TeamViewer, and Quick Assist.

Bungalow Lakehouse — Head Bartender

Cascades, VA 2010 – 2020

Led operations during peak periods, overseeing workflows and mentoring staff members.

Resolved conflicts professionally and maintained a calm, positive environment.

Executed marketing initiatives to increase customer engagement.

Recognized for leadership, fairness, and ability to motivate team members.

Technical Skills

Operating Systems: Windows, macOS, iOS, Android

Identity & Device Management: Microsoft Entra ID, Azure AD, Intune, Defender

Security Tools: Nessus/Tenable, SentinelOne, Wireshark, Kali Linux

Remote Tools: N-central, ConnectWise, TeamViewer, Quick Assist

Business Applications: Office 365 Admin, BOX, Secret Server, Costpoint

Hardware/Systems: Dell SupportAssist, HPSA, Workspace One

Scripting: PowerShell (basic)

Collaboration: Microsoft Teams, Zoom

Browsers: Edge, Chrome, Firefox, Safari

Education

Northern Virginia Community College — Cyber Security (June 2018)

Program Code: 221-732-09

Relevant Coursework: Network Security, Network Attacks, Authentication, Firewalls, E-Commerce Security, Cyber Law, Advanced Network Security

Certifications & Awards

Microsoft Azure Fundamentals (AZ-900)

Success Factor Award (2022): Expertise

Target Roles

IT Support Specialist / Senior IT Support

Help Desk Lead / Service Desk Lead

Cybersecurity Analyst (Tier I or Tier II)

Endpoint Security Analyst

IT Operations Technician

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