IT Support & Project Manager with Cyber Background
Resume:
KOBE GOODALL
***********@*****.***
EDUCATION
Bachelor of Science, Mass Communications United States Army Cyber School/Signal Academy Towson University Towson, MD (May 2021) Advanced Individual Training Fort Gordon, GA (Oct 2025) SUMMARY
IT Professional with proven expertise in system installation, configuration, administration, and troubleshooting across tactical and enterprise environments.experience in network communications. Skilled in troubleshooting, Active Directory maintaining Windows, Linux, and Cisco environments, supporting enterprise users, and ensuring mission-ready infrastructure. Strong background in customer service desk operations, escalation support, and documentation of SOPs. Certified in Security+ and fluent in Spanish, with proven ability to manage multiple priorities in high-pressure environments.
SKILLS AND CERTIFICATIONS
• Tier I-2 NOC Monitoring & Incident Response
• Service Desk / Ticket Escalation (ServiceNow, ITIL)
• Active Directory / RBAC Administration(Azure/AWS)
• Cisco Routers, Switches, Firewalls, VOIP
• Microsoft 365 GCC / VMware / Hyper-V/Intune
• CompTia Security+
• SQL, Power BI, Advanced Excel
• Fluent in Spanish
• Preventive Maintenance & Documentation
• System Health Monitoring & Performance Logs
EXPERIENCE
Network Communications Specialist, United States Army Reserves March 2025 - Present
● Provide Tier 1-2 support for SIPR/NIPR networks, resolving escalated incidents across tactical/enterprise environments, and setting up LAN/WAN.
● Lead change management processes by documenting configuration changes, validating test results, and ensuring CAB approval for system modifications.
● Troubleshoot Cisco routers, switches, VOIP systems, and firewalls; perform preventive maintenance and resilience strategies.
● Administer Active Directory accounts, RBAC permissions, and access control measures in compliance with DoD cybersecurity frameworks.
● Unlocked user accounts, reset passwords, assisted with PKI imports/renewals, performed secure file transfers, created accounts, resolved VPN issues, and managed access provisioning to maintain operational readiness.
● Conducted software application testing: wrote test cases, executed test plans, and documented results for compliance.
● Maintained detailed system documentation, configuration baselines, and inventory records to support audits and continuity.
Product Marketing Specialist,Adtalem Global/Walden University November 2023 - Present
● Led cross-functional initiatives (webinars, course upgrades, SEO-driven content projects) using agile methodologies.
● Collaborated with IT to configure RBAC, enforce least-privilege, set password expiration policies, and deliver training on secure file-sharing.
● Extracted and analyzed data using SQL and Power BI to identify trends; supported dashboard reporting and system monitoring.
● Maintained and updated web content across CMS/CRM systems, ensuring compliance and optimized user experience.
● Conducted risk analysis to identify gaps and recommend solutions to improve operational efficiencies across IAM processes and patterns; documented issues and recommended solutions.
● Diagnosed and fixed system issues, applied configuration updates, and installed patches to keep applications and operating systems secure and running smoothly.. IT Project Analyst, LAYC Career Academy Sept 2022 - November 2023
● Responded to Tier I helpdesk requests, resolving user login, application, and connectivity issues while escalating complex cases.
● Maintained and tracked IT asset inventory, including software licensing and equipment disposition.
● Managed website updates and content deployment, including layout redesigns and media integration.
● Developed visual analytics dashboards to report on enrollment trends and attendance metrics.
● Guided students through A+ certification preparation; delivered training on cybersecurity threats (social engineering, phishing).
Junior Analyst, Seisay IT Solutions (Crowell & Moring LLP) September 2021 - April 2022(Contract)
● Analyzed enterprise data using platforms such as 3E and BiqSquare V6/V4 to generate operational reports, applying structured methodologies to support business intelligence and compliance tracking.
● Performed initial triage of system alerts, escalating unresolved issues to senior administrators while maintaining service continuity.
● Supported daily NOC operations by tracking system uptime, incidents, and maintenance activities in compliance with ITIL standards.
● Developed and executed SQL queries to extract and manipulate data from multi-server environments, handling datasets exceeding 10 million rows demonstrating scalable data engineering and query optimization skills.
● Led full-scale tenant-level administration for Microsoft 365 Commercial and Government (GCC) environments, including initial setup, service configuration, and license provisioning aligned with organizational needs and regulatory frameworks.
● Established, updated, and tracked phone calls, emails, and all help desk inquiries to document trouble calls and requests. Documented individual trouble calls, requests, and resolution.
● Collect and report on IT operations metrics such as system uptime, incidents, maintenance, and user statistics.
● Monitized and optimized cloud performance and operational costs. 2
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