desktop support level 2 it technician resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Dedicated and driven IT Security Professional with a passion for Cyber Security. Known for strengths in building and retaining well established Customer Relationships and rapport. Tactical Team Builder with Critical Thinking and Extensive Problem Solving Skills, while striving to always be best in class.

  • PowerShell
  • Cybersecurity analysis
  • Strong analytical skills
  • Executive Leadership Dedicated Support
  • Operating Systems Windows, Legacy Operating Systems and Windows 10
  • Network Security
  • Critical Thinking
  • Encryption
  • Reporting and documentation Skills
  • Excellent problem solving skills
  • Compliance and regulations
  • Testing and results analysis
  • Tools customization
  • System administration
  • Team leadership
  • Deductive reasoning
  • Decision making
  • Best Security practices and methodologies
  • Process improvements
  • New Hire and Staff training
  • Root cause analysis
  • Procedures Implementation
  • Multi-tasking skills
Desktop Support Level 2/ IT Technician, 08/2015 to Current
PeratonRiverdale Park, MD,
  • Delivered an exceptional level of service, earning numerous kudos sent to my Manager, Andeavor Recognition Awards, and hand written thank you cards
  • Created, updated, and maintained Legacy Andeavor's System Image for Disaster Recovery Solutions in case of Emergency Declaration
  • Created, edited, and updated 120+ Knowledge Base Articles
  • Requests validations against approvals, process and procedures
  • Malware and Virus detection, analysis, and remediation
  • Create, Modify Service Now Reports, SCCM Reports for key information. Generate Technical Report as needed through PowerShell
  • Provided outstanding Technical service to C-Level, Executives, Sensitive issues, VIPs, new and existing customers by attending closely to concerns and developing solutions
  • Planned and executed ProjectONE IT Support efficiently, which eliminated the need for Second Tech as originally allocated
  • Always learning new skill sets and technological trends, to provide IT training to Team and Other Technical Support Teams
  • Successfully led key projects which resulted in Excellent Customer Satisfaction with IT, and received Kudos to Managers and Awards
  • Reviewed, analyzed, and recommended hardware or software solutions for specific project needs
  • Effectively handled the communications between all Legacy Andeavor Refineries, satellite offices, Vendors, Internal Employees, Contractors and External Contacts
Information Security Analyst, 04/2012 to 08/2015
Marsh & Mclennan Companies, Inc.New Orleans, LA,
  • Provisioning and removing entitlements or permissions to 1000s of accounts per week across at least 15 domains through approved Requests through Citi Market Place (CMP) Requests, Virtual Ticket (VT), Service Now Tasks, and Projects
  • Deeply analyzing, troubleshooting complex permissions Issues in High risk security applications, Active Directory, and Lotus Notes Databases
  • Collaborate with Subject Matter Expert (SME), Network Admins, System Admins, DBAs, and Helpdesk Agents on process improvements, major issues, risks, encryption, best practices, automation, etc
  • Implementing new process to Team as application owner on over 15 applications, bringing onboard NAF, Manual Entitlement Revocation System {MERS) process for application that are not automated through Early Entitlement Revocation System( EERS)
  • Mentor Co-workers on new process in various applications
  • Securing 45+ applications and process according to Citi Information Security Standards (CISS) policy and procedures
  • Cross trained in Active Directory, Security Administration, and Application Security Teams under Global Identification Administration (GIDA) organization, self-initiative to be able to help where needed
  • Work various projects from improving processes, transitions, Onboard provisioning, training, application security, Customer request marketplace updates, GIDA representation, etc
  • Designed, implemented and maintained GIDA security systems, procedures and controls
  • Created, edited, and updated over 15 Process Control Manuals
  • Made recommendations to improve security procedures and systems.
Client Technology Specialist, 03/2010 to 04/2012
Hartford Financial ServicesCity, STATE,
  • Provided superior Customer Service for 100s of applications on different platforms, while maintaining a 90% First Contact Resolution
  • Worked as a Critical Call Point of Contact for Incidents Management and Problem Management calls
  • Consistently met Service level agreements without breached tickets for year
  • Resolved problems in a professional and timely manner in a fast-paced environment
  • Assisted Peers and other IT Teams as escalation point for knowledge
  • Monitored and maintain ownership of tickets to ensure problem resolution
  • Documented solutions and builds checklists for Team use
  • Practice proactive knowledge sharing and or mentor Colleagues
  • Critical Point of Contact for all Incident Managements every four weeks
Remote Technical Support, 01/2009 to 09/2009
CitigroupCity, STATE,
  • Provided extensive troubleshooting on various applications, hardware, remote access, and Blackberries
  • Performed password resets, VMware restarts, Account unlocks, Safeword card activations
  • Utilized tools and ticketing systems (Virtual Ticket, Remedy, OVSC- Service center, One InfoMan) to resolve or escalate issues
  • Specialized in remote solutions and troubleshooting access thru Remote Desktop, Dial-up, Virtual Private Network, AT&T, global client software, Citrix, Terminal Servers, Jump Client to VMware, Web portals, etc
  • Supported multiple applications remotely such as Citrix, VPN, Office Suite, Full Blackberry Support
  • Secured Data through wipe commands for lost and stolen Blackberries
Education and Training
Associate of Applied Science: Computer Network Administration, Expected in 2008
Hallmark College - San Antonio, TX,

Enrolled in ABK Honors Society


CompTia Security + (IAM Level I, IAT Level II ) 2012-2018

ITIL(Information Technology Infrastructure Library)

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Resume Overview

School Attended

  • Hallmark College

Job Titles Held:

  • Desktop Support Level 2/ IT Technician
  • Information Security Analyst
  • Client Technology Specialist
  • Remote Technical Support


  • Associate of Applied Science

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