Help Desk Analyst and IT Support Specialist
Resume:
Hendricks Saint-Luc
Newark DE 19711
Cell Number: 267-***-****
E-mail: *********@*****.***
Objective: Willing to work as a help desk analyst in apparent firm and apply all my skills and knowledge for the expansion of the organization.
Education
STRAYER UNIVERSITY. Philadelphia, PA
B.S. in Computer Sciences July 2010
TRIDENT UNIVERSITY. Cypress, CA
Masters in Information Technology management May 2019
Massachusetts Institute of Technology (MIT) Cambridge, MA
Cyber Security Certification Training April-October 2023
ITIL 4 Foundation Certified September 2025
Skills
Great knowledge of MS Office: Excel, Power Point, Access, Outlook, and 365, Lotus Notes.
Active Directory, LAN/WAN, TCP/IP, DHCP, Exchange, NTFS, Group Policy Administration, Windows (OS, NT, 98, XP Pro, vista, and 7, 8, 10 and 11).
SharePoint, Adobe Acrobat and other Adobe products.
Remote Access support experience
Work with MAC computers
Mobile Pass token (SafeNet) experience
Networking Administration Experience
Network Operations Center (NOC)
Worked with Lenovo and Apple products (ThinkPad, Desktops, iPad)
Knowledge of CCNA, Security+, and Network +
Endpoint security.
Speak other languages: French and Creole
Interpreter for French and Creole speaking clients.
Great communication and organizational skills
Experienced working as Security Incident analyst.
Remote control assistance/PC management
Ability to work as a team and independently.
Remedy ticketing systems
ServiveNow Ticketing System
AWS Business & Technical Accreditation
Information Security & Assurance
Ability to resolve tickets through emails and Phone
Spartans white belt accreditation
Network monitoring experience.
Logmein123 rescue software
Strong Knowledge of networking concepts and practices
Experience producing technical documentation, reports.
Volunteer
West Wilmington Jr. Academy
Information Technology Consultant July 2018 to present
Responsible for all technology and electrical concerns
Employment
Insight enterprises/ capital One Bank October 2021- present
Security Vulnerability engineer
Create detailed risk assessment reports to identify technical and logical security findings.
Understand, review, and interpret vulnerability assessment and scanning results.
Demonstrated ability to work well independently and as a team.
Developing and leading technical remediation and providing status updates and reports.
Ability to determine risk level of identified threats and urgency in remediation.
Knowledge of vulnerability management tools, data and network security.
Work closely with upper management to assist with security documentation for the team.
Work with vulnerability security incidents daily.
Computer Aid, INC
Service Desk Analyst July 2019- Oct 2021
First call resolution time resetting passwords for the following
Entered tickets in ServiceNow based on urgency for IT Department
Troubleshoot and write service tickets as necessary.
Provided needed support of the existing infrastructure including servers, backups, network troubleshooting, etc.
Analyze and resolve user email account in the Exchange Server in a timely and accurate fashion.
Customer service support/Phone support.
Assisting customers remotely.
Use (gpupdate, CMD, Regedit, Ipconfig, Ping, etc.) to provide certain access.
Use Cisco Jabber, Outlook, WebEx as other form of communication to assist users.
Process security incidents (alerts/triage) for Smartbow.
Work with multiple of issues with Smartbow, to make sure all stations are online.
Work with the network department to address certain issues when the Smartbow stations are offline.
DXC TECHNOLOGY
Data Security/ Security Access Professional Administrator May 2013- July 2019
Provide IT user-provisioning support for internal and external clients
Create and modify PC user login credentials, process file and server security access requests, and
Provide troubleshooting support for implemented service requests.
Requires daily use of Active Directory and Quest ActiveRoles software for user account maintenance, and Remedy and ServiceNow ticketing systems for processing high volumes of service requests.
Maintain a high level knowledge of IT security practices through yearly training requirements to ensure confidentiality, integrity, and availability are implemented.
Create user Account, Password reset and elevating rights to all users with Active directory.
Administer Active Directory commands using PowerShell scripting.
Managed User Accounts on Windows NT and UNIX Platform (Creation, Deletion, Permissions, and VPN Access).
Managed Group Policy Objects (GPOs) throughout the Active Directory (AD) enterprise.
Setup Managed service accounts for the domain.
PHMC
Desk side Support Nov 2012 - April 2013
Provided Technical Support to the Health Department
Password reset (Active directory)
Remote control assistance/PC management (logmein123 rescue software)
Troubleshoot laptops, Desktops, mobiles, Printers
Customer Service (Assigning task to techs)
Managing users accounts.
Log calls through remedy ticketing system
Entered tickets in Remedy based on urgency for IT Department
Created new hire ids in Active Directory.
Configure users, groups, group policy objects, service accounts, application layer services and other objects.
Iron Mountain Collegeville, PA
Desk side Support August 2011 - November 2011
Assisting internal employees
Phone support to customers
Resetting passwords, creating tickets, etc.
Managing users accounts.
Created/modified user account, security groups.
Answered calls using the CISCO IP Phone system
Entered tickets in Remedy based on urgency for IT Department.
Create user Account, Password reset and elevating rights to all users with AD
INTERTEK Bluebell, PA
QA Analyst\Software Tester February 2011 to August 2011
Worked as a QA Analyst conducting Black Box Testing on Handset profiles running on Android and Apple devices.
Defects were tracked, reviewed, analyzed and reported using bugzilla.
Working on Android Marketplace Applications and Apple App Store apps testing under SCRUM Methodology and generating test cases and followed by test scenarios and results.
Running security test on all software installed.
Reporting any errors to Clients and developers.
Responsibilities Summarized
Provide point of contact for all users to report problems and to raise service requests.
Provide first level technical and IT support to users for troubleshooting problems.
Close problems with confirmation of users.
Obtain advice from senior to solve complex issues that may lead to complaints.
Respond quickly, receive calls and give solution to different problems.
Respond Customers and Clients Messages via Microsoft Outlook communication
Provide support to Microsoft Outlook, PowerPoint, Excel and Word Users.
Provide support to EMEA users from different regions: Europe, and Africa.
Answered calls using the CISCO IP Phone system.
Entered tickets in Remedy based on urgency for IT Department.
Create user Account, Password reset and elevating rights to all users with Active directory.
Configure users, groups, group policy objects, service accounts, application layer services and other objects.
Administer Active Directory commands using PowerShell scripting.
Managed Group Policy Objects (GPOs) throughout the Active Directory (AD) enterprise.
Setup Managed service accounts for the domain.
Managed User Accounts on Windows NT and UNIX Platform (Creation, Deletion, Permissions, and VPN Access).
Contact this candidate