Customer Service Analyst Ii

Efrem Moseley

Forney, TX ***** ● 901-***-**** ● *****.*******@*****.***

PROFESSIONAL SUMMARY

Detail-oriented and mission-driven IT and cybersecurity professional with over 15 years of experience in system administration, network security, and infrastructure support in military and civilian environments. Demonstrated expertise in Active Directory, Windows/Linux systems, cybersecurity policy enforcement, vulnerability management, and secure IT operations. Holds active TS Security Clearance and DoD 8570 certifications.

PROFESSIONAL EXPERIENCE

System Analyst II Sep 2023

L.A. Care

Manage business-critical systems and storage infrastructure (NetApp, Windows Server 2008/2012, Linux, VMware). Provide customer-facing support over phone/call, delivering remote troubleshooting and issue resolution for internal users. Partner with DBAs and System Admins for performance tuning and uptime support (99.9% availability). Ensure high standards of customer service, leveraging tools like Google Suite and Bomgar for efficient communication and support.

Administer routine upgrades, performance monitoring, and documentation for UNIX/MS systems. Network Engineer / PC Refresh Specialist Jan 2022 - Aug 2023 King Technologies

Diagnosed and resolved hardware and network issues in global Navy operations. Deployed systems updates outside the continental US via coordination with Navy Command. Automated app deployment via Orchestrator Runbooks; conducted Active Directory OU migrations. Tracked and reported IT assets using Microsoft Access and other in-house tools. IT Specialist (Cyber Systems Operations / Cyber Surety) - GS-11 Jul 2015 - Jan 2022 Tennessee Air National Guard

Oversaw secure system operations, patch management, system backup/recovery, and cyber threat mitigation across classified and unclassified networks.

Administered and secured a $4M network infrastructure supporting critical Air Force functions, ensuring high availability and security posture.

Provided remote Customer support to end-users using Remote Desktop to troubleshoot and resolve hardware/software issues while maintaining customer service excellence and operational security. Configured and managed the iPhone program for VIP personnel, including setup of encrypted email accounts in compliance with Air Force communication security requirements. Maintained COMSEC/EMSEC/IA compliance with federal regulations and DoD standards, regularly updating encryption keys and security protocols.

Conducted user training, staff evaluations, and ensured compliance with Information Assurance protocols to maintain cyber readiness.

Managed unit-level cybersecurity programs for TEMPEST, COMPUSEC, COMSEC, and served as the Information Assurance Officer (IAO), ensuring full-spectrum cyber hygiene. Aircrew Flight Equipment Technician - E-7 May 2008 - Jul 2015 Tennessee Air National Guard

Managed and maintained aircrew life support systems and survival equipment (e.g., life rafts, vests, oxygen systems). Ensured readiness of all mission-critical aircrew equipment for high-threat operations. Tracked training and equipment inspection tasks through government systems (FERMS, TBA). Business Analyst Nov 2007 - May 2008

ServiceMaster

Ensured data integrity and resolved system errors via Microsoft Access. Administered a 100+ user LAN environment and conducted system troubleshooting and inspection audits. Desktop Support Technician Sep 2004 - Nov 2004

Informa Economics

Provided end-user support for Microsoft Office on Windows platforms. Performed regular backups and LAN administration for 50+ users. EDUCATION

Lee Senior High School

High School Diploma, 1989

CERTIFICATES

Security Plus, CompTIA, 0

Computer Support, CompTIA, 0

Cybersecurity, CompTIA, 0

Windows Server Admin, Network Admin Certification, 0 AS400 Operations, AS400 Operations Certificate, 0

Information Assurance Management, DoD 8570.01-M IAM Level I Certified, 0 SKILLS

Cybersecurity & Compliance (FISMA, NIST, TEMPEST, COMPUSEC), Network & Systems Administration (Windows Server, VMware, Linux), Active Directory / Group Policy Management, Patch Management & Vulnerability Mitigation, Orchestration Tools

& Automation (Orchestrator Runbooks), IT Asset Management & Reporting, COMSEC / EMSEC / Information Assurance, Technical Support & Troubleshooting, Enterprise Backup & Recovery, Military & Federal IT Standards

Contact this candidate