Cyber Security Technical Support

James Keys

Security+, A+, Network+, CCNA

Information Technology Support Professional

Self-motivated Technical Support Professional bringing 15+ years of IT industry experience who possesses strong verbal and written communication skills. Proven ability to negotiate and resolve technical problems quickly, accurately and efficiently. Specialized experience includes: computer hardware, software and cyber security. Experience with access request systems such as Active Directory as well as various ticketing systems

Technology Summary

Certifications

CompTIA: Security+ (certified), Certified Ethical Hacker (CEH)

Certificates

Cyber Security, Comp Tia A+, Linux RedHat, CompTia Network +,

Python Programming, Packet Analysis, Cisco Certified Network Associate (CCNA)

Software

Microsoft Windows 7, Windows XP, Microsoft Outlook, Microsoft Office Suite,

Microsoft Access, Mac OS X, Adobe Connect, HyperV Manager, Altiris, Bomgar, Elsinor Screen Connect, Active Directory, (HPSM)HP Service Manager, Packet Tracer,

Wireshark, Kali Linux, Metasploit Meterpreter, Remedy Ticketing

Education

BA Cyber Security

University of Maryland University College – Largo, MD (attending)

Certificate Cyber Security

University of Maryland Baltimore County Training Center – Columbia, MD

Certificate RETTS Tech Center, Baltimore, MD

Work Experience

Special Services Technician: Insight Global (Optum Health; United Healthcare) 11/2016 – Present

Assist with the support and new-hire configuration of a proprietary software application called "House Calls" which is used by 2,400+ nurses in the field who are performing in-person

house calls to patients in need of medical care.

Maintained RT (Resource Tracking) and Remedy ticketing system daily for data communication transactions, problems and remedial actions taken, or installation activities resulting in a 10% increase in production

Using Altiris, responsible for the bulk installation, configuration and imaging of HP laptops and tablets

Assist with LAN network support and wireless communications, such as built-in wireless

cards for tablets and lap tops.

Provides assistance with password resets through the use of Active Directory.

Utilizes superb communication skills to assist 2,400+ nurses throughout the continental U.S.

operating in the field with differing degrees of computer experience.

Desktop Support: Desktop Support, Continental Technology Inc. 3/2015 - 11/2015

Independently installs or relocates computer equipment, such as PCs, thin client terminals, printers, and other associated hardware at user locations ensuring access to electricity, network in accordance with departmental procedures, technical, operating and assembling manuals. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Independently performs technical downloads and PC configurations. Install and support Microsoft Office 365 and its components.

Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides information to the Helpdesk for on-going follow up to customers until resolution of issue.

Assists customers to identify and specify the nature of the request or problem, may identify more complex issues. Troubleshoots moderately complex issues and assists customers with various systems issues including Microsoft, Novell, PC/Laptop/Mobile, printer, software, hardware, and network connectivity issues.

Provides advanced IT Tiered support teams by obtaining and providing appropriate information for escalated issues.

Maintains an inventory of parts used and needed to re-order, including testing parts received for stock to ensure an effective level of service. Maintains an inventory for all equipment installed and oversees or performs documentation of all system configurations in a database as directed.

Coordinates activities, times, schedules, with suppliers and contractors in regard to the installation, operation, maintenance and evaluation of user locations for data equipment ensuring problems are addressed appropriately and timely with UMMS standards and procedures.

Collects and analyzes real-time trending information.

Help Desk Administrator: Help Desk Administrator Data Networks Inc. Baltimore, MD,

1/2015 – 3/2015

Performed daily functions with Hardware repair system

Ordered parts from Dell requested by Technicians for repairs

Schedule service call for Technicians per School System

Received Help Desk calls and routed to appropriate staff

Help Desk: Helpdesk Technician, Evolver @ Social Security Administration 11/2014 – 12/2014

Provide level 2 support for onsite and remote SSA users

Set up new accounts in Active Directory

Performed password reset and escalated tougher issues to level 3

Used SSA’s Proprietary Ticketing system to order parts from Dell requested by technicians for repairs

Schedule service call for technicians per School System

Repaired, installed, upgraded, and maintained desktop and notebook computers as well as printers and scanners

Maintained, updated and distributed software documentation, reference and training manuals as well as install and update software.

Instructor: Technical Instructor, New Horizons Computer Learning Center, Baltimore, MD 3/2014 – 5/2014

Prepare and conduct technical training programs to include Microsoft application as well as CompTIA Security+ and CEH training. Traveled to customer’s establishment to setup and train personnel.

Conduct presentations and webinars.

Create instructor materials (course outlines, background material, instructional materials, and training aids).

Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System.

Plan and direct classroom training, electronic learning, multimedia programs, and other computer-aided instructional technologies, simulators, conferences and workshops.

Provided maintenance of the computer lab and laptops.

Maintained the HyperV virtual environment.

Management: IT Support Associate: Computer Support Specialist UMBC, Baltimore, MD., 8/2005 –

12/2013

Managed Faculty/Staff Help Desk at UMBC for 8 years.

Diagnose, resolve and follow-through on problems and to determine the impact of proposed solution by following the complete incident lifecycle management model.

Blackboard support as well as password resets and account issues.

Provided virtual support by using a remote program, (Elsanor Screen Connect), provided by UMBC.

Performed build, upgrade, and configuration of desktop devices for staff employee use

Provided basic LAN administration under the direction of the Systems Engineer.

Blackboard Administrator; assisted students and faculty over the phone and in a classroom setting with any and all Blackboard related issues.

Network: MD Military Department (Army National Guard), Pikesville, MD, 3/2004 – 8/2005

Identify major issues and technologies in network security.

Provided account management, follow up, and sales.

Performed OSI model, DNS basics, NAT, routing, and router configuration.

Educated about Intrusion Detection, Policy Creation, Social Engineering, DDoS Attacks,

Buffer Overflows and Virus Creation.

Compliance: Compliance Investigator, Housing Authority of Baltimore City, Baltimore, MD 8/2001 – 3/2004

Under limited supervision of the Inspector General, responsible for the overall review of the Community Development Block Grant Program and the subsidized Section 8 Program.

Utilized and accessed Law Enforcement, Public and the HABC's database Systems

Investigated allegations of misuse in the CDBG and Section 8 programs.

Performed comprehensive program monitoring that requires knowledge of specific federal regulations, policies and procedures.

Created, implemented, and performed maintenance of the OIG Investigator's Case Log database and the Statement for Charges Applications database.

Performed all system and end user needs on a day-to-day basis.

Contact this candidate