PROFESSIONAL EXPERIENCE
MONDO – Norcross, GA
2016 – Present
IT Help Desk Support Tier 2
· Provided
HelpDesk Support & Phone support to end-users, helped maintain server and
network hardware, Microsoft exchange 2007.
· Collaborated
with IT Manager on projects and with project planning Assist in
troubleshooting local network problems.
· Configured
Routers while engineering local and wide area (LAN/WAN) topologies; strong
knowledge of network and communications architecture, hardware, and
protocols, including, to, routers, switches, VPN Access, and Wireless setup.
· Conducted
end user desktop support and deployments; administered and maintained end
user accounts and permissions in Active Directory. Assigned equipment to new
employees, diagnosis and repair computer hardware, and software. Applied
software upgrades. Managed and monitor all devices using ServiceDesk Plus.
· Troubleshoot
Mac OS 10.11.x, 10.12.x, iOS, Macintosh HD, Terminal and Android.
· Configured
Cisco Routers including global parameter settings, routing protocols,
interfaces, and command-line access.
CAREERBUILDER – Norcross, GA
2015 – 2016
Help Desk Support Tier 2
· Setup
new employee’s desktops, User account in Active Directory; applied group
policy configuration to the VMs. Imaged laptops and transferred information
to the network.
· Troubleshoot
common Microsoft issues, Applied Microsoft updates, and setup email accounts
on the exchange server.
· Demonstrated ability to determine and recommend products or
services suitable to the user requirements
· Reset
user’s passwords in Active Directory and Microsoft Exchange maintained and
installed all communication devices and software to include TPN Telephones,
Polycom VTCs, and Virtual Desktop Infrastructure (VDI) accounts / Wyse
terminals.
· Created
images for both Dell and Apple laptops which were deployed to new employees
and managed and track of tickets using Service Now.
· Setup
Apple Macbook, ipad, and iPhone Key chain, email and user account. Imaged and
deployed both Dell and Macbook.
· Setup
new employee’s workstation during the new hire process; possess thorough
knowledge of server and client-based technologies including virtualization,
Active Directory, Group Policy, DNS, DHCP, Ex-change, and business
application software, and backup / disaster recovery.
SYSTEMS MAINTENANCE SERVICES – Atlanta, GA
2013 – 2015
IT HelpDesk Support Tier 1
· Administrated
file sharing and permissions, applied OS Patches and upgrades on a regular
basis, upgrade administrative tools and add new services as necessary.
· Provided
technical assistance and support related to Microsoft Office Suite, hardware,
and Window software.
· Responds
to helpdesk tickets in ServiceNow and calls daily, troubleshoot and ran
diagnostic programs, isolates problems, and determines and implements the
most appropriate solution.
· Troubleshot
hardware and software issues and identified network application issues and
performed server and software maintenance support for over 200 computers
using IT Service management (ITSM).
ITT EXELIS - Herndon, VA 2011 - 2013
Database Administrator
· Administrated,
Maintained and troubleshoot the Combined Information Data Network Exchange
(CIDNE) database and software tools while function as a part of an
intelligence analytical team in Afghanistan.
· Performed
data security on information relevant to the intelligence community into the
database. Perform system administration on automated information processing
systems.
· Responsible
for ensuring the validity of information or data entered into database.
Provides analysis and research for industry, infrastructure, technology,
country, and geographic area, biographic and targeted vulnerability.
· Prepared
assessments of current events based on the sophisticated collection, research
and analysis of classified and open source information.
AECOM – Baghdad, Iraq
2007 – 2011
Computer Forensic Analyst
· Managed
the workgroup data assignment, distribution and workflow management of
projects and work assignments; uploaded over 12,000 reports and files into
the database.
· Engaged
in collection activities, dissemination activities, liaison with other
intelligence organizations including the CIA.
· Conducted
investigations, data recovery, and electronic discovery using computer forensic
tools such as EnCase, Access Data, and Forensic Toolkit Imager (FTK) software
on Windows Operating system file structures.
· Exploited
digital images using Forensic Recovery of Evidence Device (FRED) and other
forensic such as recommend Accelerate eDiscovery tools to examine file
structure, conducted text searches and examine deleted files.
MCNEIL TECHNOLOGIES – Baghdad,
Iraq
2006– 2007
Counter Intelligence Report Writer
· Reviewed
over 90,000 pages of summaries of Iraqi media for intelligence content,
identifying documents for Intelligence Information Reports (IIR) production.
· Authored,
edited, and published IIRs and Spot Reports into various databases such as
Combined Information Data Network Exchange (CIDNE), Deployable Harmony
Database System (DHDS) and Web Intelligence Search Engine (WISE) for
Counterintelligence purposes.
EDUCATION / CERTIFICATIONS
Bachelor of Arts in Networking and
Telecommunication, University of Phoenix 2011-2015
Computer Examiner Certification 2013
CompTIA A+ 2014
Anti-Terrorism Awareness Training 2009
Closed-Circuit Television (CCTV) Monitor System
Certification 2010
TECHNICAL SKILLS
Software: Microsoft Office
(2003 – 2013) iOS, MAC OS X, iPhones, iPad, KeyChain, Pages, Notes,
Access, Lotus Notes, Word, Excel, PowerPoint,
OneNote, Outlook, Project, Publisher, Visio, InfoPath, SharePoint
Operating Systems:
MacOS Snow Leopard, Lion, Mountain Lion, Mavericks, Yosemite / Microsoft
Windows (95, 98, XP, Vista), Windows 10