Systems Support and Deskside Specialist

HOPE ALEXANDER

SYSTEMS CONSULTANT

337-***-**** **************@***.*** Lake Charles, LA 70601

EXPERIENCE

SYSTEMS CONSULTANT – DESKSIDE SUPPORT - Long View Systems August 2022 – Present

Lake Charles, LA

As a System Consultant in Desk side support, I am responsible for providing expert technical assistance and guidance to end-users within the organization. I troubleshoot and resolve hardware, software, and network related issues, ensuring the smooth operation of individual workstations and systems. I offer personalized solutions and recommendations to optimize user experience and productivity via Servicenow workflow.

In addition, I provide remote support through various communication channels to address issues that may not require an on-site presence, ensuring timely problem resolution. I collaborate with other IT teams, such as network administrators, security specialists, and helpdesk personnel, to address complex issues that extend beyond the individual workstation level. I diagnose and resolve hardware, software, and network-related issues that end-users encounter with their workstations, laptops, printers, and other peripherals. Furthermore, I install, configure, and troubleshoot software applications, operating systems, and utilities on individual workstations according to organizational standards and user needs.

Technology Support Specialist - Calcasieu Parish police Jury November 2020 – march 2021

Lake Charles, LA

I set up, installed, and configured Windows operating systems, evaluated and updated software and hardware, and maintained computer hardware and peripheral devices. I also conducted repairs on computers and peripherals, troubleshooting and diagnosing issues, and implementing solutions. I provided help desk support through telephone and remote assistance, offered ongoing troubleshooting aid for complex IT issues, and coordinated technical support with vendors. Additionally, I managed technology inventories, including supply monitoring and ordering, while performing similar duties as required.

Technology Analyst Intern Calcasieu Parish police Jury January 2020 – June 2020

Lake Charles, LA

Worked with and reviewed cybersecurity practices and ITIL fundamentals.

Reviewed printer security protocols and end devices to configure according to Parish network security policies. Reviewed Parish log archiving and SIEM for appropriate logging according to Parish network security policy.

Reviewed Parish network infrastructure configuration for alignment with security compliance standards with CIS and NIST. Reviewed RBAC for an ERP system for compliance with ISACA best practices.

Performed DBAN or otherwise wipe data from Parish computers to prepare for auction. Performed standard analyst task.

Asset management and tagged for identification.

Overview and oversight of the Parish network administration and system administration process and procedures, active directory, and servers.

Submitted over 50 service tickets for equipment maintenance requests. The parish works exclusively with Microsoft windows operating systems.

I also reprogrammed, restored, and reset power supply units(UPS) to get them back on-line and onto the network. Installed over 40 VIOP phones and desktops, 2 scanners, and 1 printer bringing the parish retire and replacement program ahead by 1 year.

him coordinator Ocean behavior hospital september 2018 – January 2019

Lake Charles, LA

I managed patient medical records, input insurance billing codes, processed health information requests, and supported data collection. In IT roles, I supervised a custom application help desk, addressing coding issues and ensuring application functionality. I played a key role in building and maintaining a clinical database, acted as a liaison between different departments, and held the responsibility of a HIPAA Privacy Officer. Additionally, I focused on optimizing the Health Information Management department's productivity, quality, and compliance while preparing and maintaining reports for administration.

client service representative ciox health December 2014 – May 2018

Lake Charles, LA

Proactive Client Service Representative processed all release of information (ROI) specifically medical and billing record requests in a timely and efficient manner ensuring accuracy and providing customers with the highest quality product and customer service. Worked within scope of position and direction; known for being available to take on additional member facilities and assist with ROI backlogs.

Traveled to various client sites during the day and worked from home via home office.

Maintained equipment in excellent operating condition (inside and out) and troubleshoot equipment issues with assistance from the Help Desk department.

Received hundreds incoming requests for information and responded via email, walk-in, and telephone inquiries. Date stamped all requests and highlighted pertinent data to facilitate processing.

Validated requests and authorizations for release of medical information according to established procedures and HIPAA guidelines.

EDUCATION

BACHELOR OF SCIENCE IN CYBERSECURITY AND INFORMATION ASSURANCE

Western Governors University Expected graduation 2025

CERTIFICATE IN DIGITAL FORENSICS AND INCIDENT RESPONSE SUMMIT SOLUTIONS

SANS Technology Institute, Virtual August 2023

CERTIFICATE BLUE TEAM SUMMIT & TRAINING

SANS Technology Institute, Virtual June 2023

CERTIFICATION IN CERTIFIED IN CYBERSECURITY SELF-PACED TRAINING

SANS Technology Institute, Virtual May 2023

CERTIFICATE IN DFIR SIMMIT & TRAINING

SANS Technology Institute, Virtual August 2022

CERTIFICATION IN VULNERBILITY MANAGEMENT DETECTION AND RESPONSE

Qualys, Virtual June 2022

CTS SENIOR SYSTEMS MANAGER

Bossier Parish Community College, Bossier City, Louisiana July 2020

CTS INFORMATION SYSTEMS SECURITY PROFESSIONAL

Bossier Parish Community College, Bossier City, Louisiana May 2020

CTC NETWORK SECURITY

Bossier Parish Community College, Bossier City, Louisiana May 2020

CERTIFICATE IN COMMUNITY COLLEGE CYBER SUMMIT

Community College Cyber Summit, Bossier City, Louisiana August 2019

ASSOCIATE OF SCIENCE IN CYBER TECHNOLOGY – MINOR NETWORK SECURITY

Bossier Parish Community College, Bossier City, Louisiana May 2019

TCA WEB DESIGN

Bossier Parish Community College, Bossier City, Louisiana May 2017

SKILLS

Computer Hardware Knowledge

Software Configurations

Complex Problem-Solving

Security Standards

Compliance Management

Security Best Practices

Technical Support and Assistance

Cybersecurity Framework

Licenses

Louisiana Life and Health Insurance

Certifications

NCCT Certified Insurance & Coding Specialist 2012

CompTIA ITF+ 2/2019

CompTIA A+ 4/2019

New Skills Academy – Admin and PA Certification 7/2019

Qualys Training – Vulnerability Management Detection and Response 6/2022

ISC2 Certified in Cybersecurity 7/2023

CompTIA Network+ - 1/2024

CompTIA IT Operations Specialist - 1/2024

CompTIA Security+ - 6/2024

CompTIA Secure Infrastructure Specialist – 6/2024

ACHIEVEMENTS

3CS Attendee Badge – 7/2019

Udemy - Work From Home Virtual Assistant 7/2019

LinkedIn Learning – Working Remotely 7/2019

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