Cyber Security Architect

• Aug 2022 - Present

IT Support Specialist

• Aug 2015 - Aug 2022

IT Support Specialist II

• Oct 2014 - Aug 2015

• Provide technical support to technology users including problem determination, resolution and escalation. Responsible for proactively managing high severity/priority incidents from identification to resolution. Work with Clients IT support groups to identify problems and restore services. • Work with customers via online helpdesk system, telephone and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals. • Perform security administration functions for user access, data access, and remote access. Provide technical support and training on operation and maintenance of PC's and peripherals in accordance with company procedures and policies. • Troubleshoot e-mail, domain account, network, phones and software issues. • Utilize AD tools to unlock accounts, create/modify/remove distribution lists. • Troubleshoot Phone problems, including Blackberry/Iphone/Android and Avaya phone systems • Troubleshoot Windows XP/Vista/7/8 and MAC issues Show less

Help Desk

• Aug 2013 - Oct 2014

• Provide computer help desk support via telephone communications for the navy. • Perform diagnostics and troubleshooting of system issues, account issues, documented help desk tickets/resolutions, software issues and network issues. • handle an average of 40 calls per day • prioritize and escalate issues where required • Provide computer help desk support via telephone communications for the navy. • Perform diagnostics and troubleshooting of system issues, account issues, documented help desk tickets/resolutions, software issues and network issues. • handle an average of 40 calls per day • prioritize and escalate issues where required