Help Desk & IT Support Specialist with Secret Clearance

San Awng Lasham

410-***-****) *******@*****.*** College Station, Texas77840

Help Desk and IT Support professional with 4+ years of Tier 1 end-user support experience supporting diverse applications and user groups in academic and military environments. Proven ability to troubleshoot issues, resolve incidents, fulfill service requests, document accurately, and escalate appropriately while delivering high-quality customer service. Holds an active Secret clearance and Google Cybersecurity Certificate. Strong communicator experienced with ITIL-based processes, knowledge management, and support of secure systems. Professional Experience

End User Support Specialist I

Technology Services - Academic Operations Texas A&M University June 2024 - Present

• Maintained accurate ticket records following ITIL-aligned processes and quality standards.

• Triaged incidents, documented accurately, and escalated tickets to higher-tier support as needed.

• Provided clear technical guidance via phone, email, and in-person support to ensure timely resolution.

• Delivered support for faculty, and staff, and by resolving hardware, software, application, and connectivity issues.

• Managed MECM for Windows device imaging, application deployment, and package distribution.

• Supported new technology deployments, assisting users during roll-out and transition phases. IT Technician Intern March 2023 – May 2024

College of Chemical Engineering Texas A&M University

• Responded to help desk requests, resolving routine technical issues and minimizing downtime for end users.

• Collected screenshots, logs, and system information to support troubleshooting and root-cause analysis.

• Logged, tracked, and prioritized service requests within established service level agreements (SLAs).

• Created and updated internal documentation to improve consistency and knowledge sharing.

• Followed security and confidentiality best practices to protect sensitive data and systems.

• Supported users with account access, system navigation, and common application issues. Cyber Defense Operations Specialist ( Level 7 ) E5 - Staff Seargeant Jan 2022 - Present U.S. Air Force Reserve Lackland, San Antonio

• Supported secure communications and network systems while maintaining compliance with DOD security policies.

• Monitored, configured, and troubleshot RF, satellite, and secure network equipment to ensure mission readiness.

• Assisted with incident response activities, access control enforcement, and system security monitoring.

• Maintained accurate logs, reports, and documentation supporting operational and training requirements.

• Acted as a liaison between users and technical teams to ensure accurate communication and timely issue resolution. EDUCATION

Texas A&M University College of Engineering College Station, TX Grad: May 2024

• Bachelor of Science in Technology Management

• Minor in Business & Cyber Security

338 Training Squadron Kessler Air Force Base Biloxi, MS July 2021 – April 2022

• Information Technology Fundamentals & Radio Frequency Transmission Systems Certificates

• Active Secret Clearance

• Information Technology Fundamentals

• Radio Frequency Transmission Systems

• Google Cybersecurity

SKILLS

• Windows OS

• Microsoft Office Suite

• Ticketing System

• Troubleshooting

• Active Directory

• Command Prompt

• Flexibility

• Problem Solving

• Strong Work Ethic

• Teamwork

• Time Management

• Project Management

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