IT Systems & Help Desk Specialist with Cybersec Focus

LaQuannta Spurlock

Biloxi, MS *****

*****************@*****.***

228-***-****

Dedicated IT professional with extensive experience in system administration, help desk support, and cybersecurity. Proven track record in maintaining IT operations, managing projects, and providing exceptional customer service. Skilled in a wide range of technologies and adept at mentoring junior staff.

Work Experience

Tier 2 Help Desk

In-Telecom, Slidell, LA

November 2023 - Present

- Executed Tier 1 troubleshooting on client environments.

- Developed and provided feedback for knowledge articles and processes.

- Trained and mentored junior staff to ensure proficiency.

- Communicated effectively with clients through approved documentation.

- Assisted in strategic planning for client needs.

- Collaborated on continuous process improvement.

- Handled customer issues and calls, ensuring SLAs/KPIs were met or exceeded. IT Systems Administrator

Chugach Government Solutions, Gulfport, MS

January 2012 - November 2023

- Maintained essential IT operations, including operating systems, security tools, and hardware.

- Managed business-critical IT tasks and systems.

- Enhanced business processes and implemented analytics for meaningful insights.

- Ensured network system availability and optimization.

- Consulted with users to determine hardware and software specifications.

- Managed software licensing agreements and ensured system currency.

- Provided technical expertise in systems performance management and security reviews.

- Oversaw server support and systems administration activities. Help Desk Specialist

AT&T

January 2018 - June 2020

- Provided exceptional customer service in a fast-paced environment.

- Achieved a 93% high first call resolution and 90% customer satisfaction rate.

- Resolved technical issues through documentation research and troubleshooting.

- Performed password administration and access support for Active Directory.

- Implemented policies and standards for data integrity and security. Education

Bachelor of Applied Science, Cybersecurity Cloud Computing Purdue University

Expected September 2024

Associate of Applied Science, Information Technology Purdue University

March 2018

High School Diploma

Pascagoula High School

2007

Skills

- Critical Thinking

- Communication

- Detail-Oriented

- Adaptability

- Typing

- DNS, LAN, WAN

- Windows, Linux, UNIX

- SQL, Oracle, VMWare

- PowerShell, Scripting

- AWS, Azure, Cloud Computing

- Network Administration

- System Administration

- Cybersecurity (Encryption, PKI, VPN, Firewall)

- Virtualization (IaaS)

- Microsoft Suite (Excel, Word, Office)

- ServiceNow, JIRA

- VoIP, Telephony

- Configuration Management

- Technical Support and Customer Service

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