IT Security & Networking Technician (Remote)

Christopher Hines

Detroit, MI 313-***-**** *************@*****.*** linkedin.com/in/christopher-hines-b8376a175

Adaptable and enthusiastic IT professionals with a strong background in customer support, and direct experience in hardware installation, network configuration, and system troubleshooting. I am currently completing a Technical Diploma in IT Security and Administration, certified in CompTIA+, CompTIA Network+, CompTIA Security+ and Linux Essentials. I am enthusiastic about cybersecurity, data protection, and continuous learning with ability to deliver user-focused technical solutions and support.

EDUCATION

Technical Diploma Information Technology Security Administration Program MyComputerCareer 1/2026

Bachelor of Science Cyber Security ITT Technical Institute 6/2014

TECHNICAL SKILLS & CORE COMPETENCIES

Hardware, Operating Systems, Software Troubleshooting, Networking Fundamentals, Security, TCP/IP, Wi-Fi, SOHO, Virtualization, Cloud Computing, Windows OS, Imaging, Configuration, Malware, Mobile Devices, Network Implementations, Network Operations, Network Security, Network Troubleshooting, Threats, Vulnerabilities, Mitigations, RedHat, Ubuntu, Linux, Coachable, Motivated, Driven, Team Leadership, Project Management, Customer Engagement, Service Desk, Escalation Resolution, Reporting & Analysis

SYSTEMS: Windows 7/8/10, Mac OS X, iOS, DNS, and DHCP, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System

HARDWARE: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors

SOFTWARE: Microsoft Firewalls, Malware Identification, CIDR

INFORMATION TECHNOLOGY EXPERIENCE

MYCOMPUTERCAREER STUDENT June 2025 - Present

INFORMATION TECHNOLOGY (HANDS-ON-TRAINING)

Diagnoses, resolve, and document common hardware and software issues.

Learn networking basics and apply basic cybersecurity methods to mitigate threats.

Build an understanding of the basics of scripting, virtualization, and multiple operating systems.

Develop a basic understanding of Linux distributions such as Ubuntu, Red Hat, Fedora, Mint, etc.

Studied Linux terminal, including file manipulation (moving, creating, and removing files), adjusting permissions, downloading applications, and overall system management through Bash developing a basic understanding. Study subnetting and IP Addressing including VLAN’s and Switching and Routing Protocols.

Utilize Microsoft Azure cloud computing services such as Azure Virtual Machine, Blob Storage, TCO

WORK EXPERIENCE

Team Lead – Global Managed Print Services (GMPS) HP – Remote NOV 2023 - Present

Lead global IT print service operations, supporting enterprise-wide printing infrastructure across multiple regions.

Manage a team of twelve, including Service Desk Analysts, On-Site Administrators, and HP Technicians, ensuring efficient workflow and SLA compliance,

Oversee print device configuration, monitoring, troubleshooting, and incident resolutions with a large-scale managed print environment.

Function as primary point of contact for customer escalations, providing front-end support and supporting strong client relationships.

Direct project planning and implementation for system upgrades, process improvements, and service optimization initiatives

Collaborate with HP and internal IT t4eams to enhance system performance, security, and service reliability.

Global Managed Print Services (GMSP) HP Inc – Allen Park, MI JAN 2016– JAN 2024

Technical Solutions Representative II Jun 2022 – Jan 2024

Incident Management & Troubleshooting: Resolved complex hardware and network connectivity issues within Ford’s global managed print infrastructure.

System Security & Access Control: Collaborated with cybersecurity teams to support device security, manage permissions, and safeguard data across enterprise networks.

Process Optimization: Streamlined escalation and workflow processes, improving SLA performance and reducing system downtime by enhancing root-cause analysis and documentation.

Help Desk Support Specialist / Global Service Desk Representative Jan 2016 – Jun 2022

Technical Support & Ticketing: Delivered Tier 1–2 IT support for global HP printers, creating and managing service tickets for hardware, software, and connectivity incidents.

Collaboration & Coordination: Partnered with On-Site Administrators and HP Technicians to resolve issues efficiently and support high service availability.

Security & Compliance Awareness: Ensured proper authentication, device configuration, and adherence to IT policies while supporting users across multiple international sites.

Global Help Desk Command Center Agent General Motors – Warren. MI JULY 2013 – MAR 2015

Access Control & Identity Management: Administered user accounts and credentials for Service Desk agents, employees, and third-party suppliers, ensuring compliance with corporate security and authentication standards.

System Monitoring & Availability: Supported operational integrity of GM’s service desk and mainframe systems by proactively checking performance and addressing access or connectivity issues.

Incident Response & Coordination: Functioned as the first line of response during major outrages, collaborating with GM’s Incident Coordination Team to assess impact, communicate status updates, and restore service continuity.

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