IT Security & Support Specialist with 10+ Years' Experience

Mikhail Keene

************@*****.*** 301-***-****

IT PROFESSIONAL

Highly skilled information security technology professional with over 10 years of experience with notable success in investigation, problem-solving, and troubleshooting of operating systems, computer hardware, software and network systems. Adept at performing analytical research and manipulating data with technical skills acquired through formal education. Excel at providing hands-on training and implementing change management and full cycle project management. Outstanding project leader; able to coordinate and direct all phases of project-based efforts while managing, motivating and guiding teams to align with the organization’s strategic goals.

Anchor Staffing --- Anne Arundel MD

Help Desk Support 2010 – 2013

Onsite and remote support for employees requiring technical help with printer and copier. Refreshing laptops, tablets, printers and copiers for new office deployments.

Support desktop, re-imaging pc/laptops, configuring systems and routine maintenance. I help the company save 5000 dollars from repairs and sending software and maintenance computers out of state for repair .

Installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals computers .

Ensure equipment is functional.

Daly Computers --- Frederick MD

Help Desk Specialist 2013 – 2016

Coordinate, set-up and breakdown of technical and visual equipment for meetings and conferences.

Email, scan and fax documents as needed

Receive, maintain and secure inventory of equipment

Place orders for replenishment of equipment

Answer telephones, maintain files and documents

Contact and follow up with customers to ensure satisfaction

Creating user’s account through Active Directory and Lotus notes.

Ability to configure, upgrades, and relocate print devices.

Support software (PeopleSoft, All Microsoft products, Image Now)

Intelligent Tax Solutions --- Clinton, MD

IT Specialist, October 2017 to Present

Responsible for providing technical support for the entire campus as well as several off-site locations including the President’s house, alumni events, homecoming events, and conferences. Assist faculty, students, and staff in troubleshooting needs of computer hardware and software problems ensuring tickets were resolved promptly and with optimal satisfaction. Support from reimaging, password resets, active directory, recovery,

Spearheaded implementation of email blast/newsletter that would serve as tips/guidelines to end uses to reduce the frequency of calls/tickets regarding “everyday” inquires i.e. rebooting system first before submitting ticket.

Remotely (or in-person) conduct set-up, administration, configuration, or troubleshooting of problems.

Implemented new procedures for assigning areas of campus to technicians to facilitate fairness of areas/buildings deemed more challenging.

Use ticket tracking to document problems and their solutions, and analyze that data to improve performance and training.

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Fox Professionals--- Upper Marlboro, MD

Service Desk Tech, January 2016 to October 2017

Provided technical support for over 12k users over the phone or remotely. Ensured security and efficiency of IT infrastructure while monitoring system performance and troubleshooting issues. Responsible for installing and configuring software, hardware, and networks.

Set up accounts and workstations.

Troubleshoot issues and outages.

Ensure security through access controls, backups and firewalls.

Monitor performance and maintain systems according to requirements.

Bowie State University --- Help Desk Specialist · Full-time October 2017 - Dec 2022 .

Responsible for providing technical support for the entire campus as well as several off-site locations including the President’s house, alumni events, homecoming events, and conferences. Assist faculty, students, and staff in troubleshooting needs of computer hardware and software problems ensuring tickets were resolved promptly and with optimal satisfaction. Support from reimaging, password resets, active directory, recovery .

Virus Removal

Patch Management

Computer Hardware Troubleshooting

Software Installation

Salesforce --- Information Security Part time November

2022 .

Responisible installs, administers, and troubleshoots an organization's security solutions. The security administrator will ensure the network's security, protect against unauthorized access, modification, or destruction, and troubleshoot any access problems. Locate vulnerabilites .

Identity and Management

Confidentiality

Software Installation

Patch Management

Problem – Solving Skills

Detail Oriented

Prince George's Community College ---Software Test Engineer Internship . Jul 2018 - Aug 2019 ·

Document software defects, using a bug tracking system, and report defects to software developers. Identify, analyze, and document problems with program function, output, online screen, or content.

Constructing and testing end user applications that meet user needs .

Document software defects,

using a bug tracking system

Identify, analyze, and document problems with program function

Output, online screen, or content.

Security+ Certification (Studying for test)

A+ Certification (Studying for test)

Network+ Certification (Studying for test)

QualysGuard Vulnerability Management (Training for it)

Cysa + (Training for it )

PROFESSIONAL EXPERIENCE

EDUCATION & CERTIFICATION

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