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IT Support Specialist II Resume Example

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IT SUPPORT SPECIALIST II
Professional Summary

Top Secret/SCI Clearance - CI Polygraph

Military-trained professional with keen attention to detail and an analytical mind, continually finding ways to improve the overall operations of the organization. Over 6 years of U.S. Air Force extensive experience leading diverse team of 50 personnel under a range of adverse conditions. Successfully managed and maintained accountability for weapons and technology systems valued over $7.5B. Achieves excellence independently and as a team player. Thrives and excels in multitasking and prioritizing assignments in a fast-paced, high-stress environment with ability to meet deadlines within changing priorities.

Skills
  • FBI CNSS PKI Trusted Agent
  • Sharepoint Administrator
  • System/Network Configuration
  • IT Secuirty Best Practices
  • Active Directory
  • Microsoft Office
  • Remedy
  • Communication
  • Attentiveness
  • Adaptability
  • Goal Development
  • Technical Writing
  • Analysis
  • Troubleshooting
Work History
IT Support Specialist II, 06/2020 to Current
Insight Global – Fort Meade, MD
  • Supports the US Army Intelligence and Security Command (INSCOM) and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks
  • Conducts hardware maintenance and installations on equipment listed in the specified task order and understands the inter-operational relationships of all components to the extent required to perform maintenance services
  • Undertakes minor system tasks (e.g., loading software, rebooting systems) in support of hardware maintenance and operations functions
  • Installs and incorporates new releases, updates, or other changes to COTS hardware and software (diagnostics failures or potential failure predictions)
  • Operates and applies automated hardware management and diagnostics systems (to include remote management and diagnostics) and interprets findings to maintain, repair, or upgrade hardware
  • Plans, executes, and provides recommendations for preventative maintenance as approved by government personnel
  • Provides recommendations on spares, spares program, planning, and tracking operational spares and bench stock
  • Provides technical assistance to responding field service personnel
  • Assists in repairing computers, printers, digital senders, etc.
  • Performs STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
  • Interacts with customers on a daily basis providing guidance and procedures concerning account requests, e-mail, home directories, file access/storage, local procedures, etc.
Information Technology Support Specialist, 12/2019 to 06/2020
22nd Century Technologies Inc. – Vienna, VA
  • Provide technical support to 1.1k Federal Bureau of Investigation Terrorist Screening Center users utulizing 4.7k systems primarily in area of front-end devices and maintain users' satisfaction with their IT working environment
  • Selected as Emergency Response Group member; Responsible for continuing operations of the Terrorist Screening Center combating COVID-19 national emergency from COOP site ensuring success of no-fail mission continutation permitting safety of the United States of America
  • Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required
  • Installs, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs rewiring of cables as required for new installations and office reconfiguration
  • Creates user network accounts to include Active Directory, Outlook, and Skype accounts
  • Installing, Configuring, and Managing Windows 10 Operating System on multiple classified enclavesAssists in delivery of services as it relates to installation, configuration and troubleshooting of computer systems, printers and network connectivity
  • Provides time-sensitive support to executive-level, management and customers in resolving technical issuesProviding advanced technical troubleshooting of hardware and software issues
  • Demonstrated in-depth product knowledge of hardware, thin/thick client software and applications, Windows Operating Systems, Active Directory and IBM BigFix in order to resolve customer questions and issuesInstalls, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs rewiring of cables as required for new installations and office reconfiguration
  • Creates and publishes technical reports regarding security metrics and recommendations to senior management
  • Maintains and updates property inventory records via asset management tracking system
Client Systems Administrator , 12/2019 to Current
United States Air Force Reserve – Dover, DE

Performs Client-Level Information Technology Support Functions

  • Performs configuration, management, and troubleshooting.
  • Removes and replaces components and peripherals to restore system operation.
  • Installs and configures software operating systems and applications.
  • Provides service to end-users for operation, restoration, and configuration of information systems.
  • Reports security incidents and executes corrective security procedures.
  • Manages client user accounts.

Performs Client-Level Voice Network Functions

  • Performs configuration, management to include adds, moves, changes and troubleshooting between the wall outlet to the client device.
  • Plans, schedules, and implements installation and maintenance functions associated with voice systems.
  • Removes and replaces telephone instruments.

Performs Client-Level Personal Wireless Communication Systems (PWCS)

  • Performs configuration, management, and troubleshooting.
  • Plans, schedules, and implements installation and maintenance functions associated with PWCS.
  • Removes and replaces components and peripherals to restore system operation.

Plans, Organizes and Directs Sustainment Activities

  • Establishes work standards, methods and controls for preventative, scheduled, and unscheduled maintenance actions.
  • Determines extent and economy of repair of malfunctioning equipment.
  • Ensures compliance with technical data, instructions, and work standards.

Manages, Supervises, and Performs Planning and Implementation Activities

  • Manages implementation and project installation and ensures architecture, configuration, and integration conformity.
  • Determines adequacy and correctness of project packages and amendments.
  • Monitors project status and completion actions. Manages and maintains system installation records, files, and indexes.
Security Specialist, 09/2013 to 12/2019
United States Air Force – Joint Base Andrews, MD

Team Chief

  • Earned consistent commendations for devotion to duty with citations for excellence in rapidly resolving crisis situations, upholding standards, relating effectively with culturally diverse populations and protecting resources while serving 50 assigned personnel

Base Defense Operations Center Controller

  • Coordinated seamless command, control, and communications (C3) between joint service and multi-agencies (United States Secret Service, Department of Homeland Security, Department of State, etc.) safeguarding Department of Defense assets valued at $6.5B encompassing 17K personnel, 173 facilities and 2.4K alarms

Information Technology Liaison

  • Acted as focal point for organizational computer related activities, providing guidance on technical aspects of computers and system use to organization users. Served as liaison with communications squadron for Windows 10 and HP Printer upgrades. Provided software application assistance for commonly used office applications. Contact for email account, internet, and printer connectivity issues and troubleshooting. As liaison with installation communications, kept up-to-date records of hardware and software within organization, regular consults on equipment changes, and ensured follow-up on all submitted tickets that required escalation

Response Force Leader

  • Managed 4 Air Force Central Command armories accounting for $4.5M in assets including 1700+ weapons and 225K controlled items

Response Force Member

  • Selected for elite security detail providing executive protection for President of the United States, Vice President of the United States, First Lady of the United States, Secretary of Defense, Secretary of State, foreign leaders, visiting generals, members of Congress and other high-ranking officials; securing assets valued over $3.9B
Education
Bachelor of Science: Computer Networking And Cybersecurity , Expected in 03/2021
University of Maryland University College - Adelphi, MD
Associate of Applied Science: Criminal Justice, 11/2018
Community College of The Air Force - Montgomery, AL
Intelligence Fundamentals , 10/2017
United States Air Force Intelligence School - Goodfellow Air Force Base, Texas
Formal Training Course: CCNA & CompTIA Net+ (80 Hours)Academy of Computer Education - Greenbelt, MD
Certifications
  • CompTIA ITF+
  • CompTIA Security+
Accomplishments
  • Honored with Air Force Commendation Medal (2019), Air Force Achievement Medal (2015), Air Force Good Conduct Medal (2016/2019) and Air Force Longevity Medal (2017)
  • Recognized by Vice President of the United States, Joseph R. Biden, for support in security operations encompassing across the National Capital Region
  • Awarded by Chief Master Sergeant of the Air Force, Kaleth O. Wright, for expertise leading security event hosting top Air Force leadership
  • Received Letter of Appreciation from FBI Terrorist Screening Center Information Technology Assistant Deputy Director Roger Miller for direct unprecedented support of mission continuation after selection for Emergency Response Group during COVID-19 National Emergency ensuring the safety of the United States of America
  • Distinguished by Air Force Central Command Force Protection Director, Colonel Michael Gimbrone, for actions while serving as Quick Reaction Force team leader
Summary of Qualifications

• Professional, confident, and dedicated leader of the highest caliber, with over 6 years of active service in the U.S. Air Force; repeatedly recognized for providing critical guidance and expertise
• Highly positive, versatile, results-driven team player skilled in working across multiple DoD military branches, government agencies and civilian organizations to coordinate projects and goals in dynamic environments
• Outstanding communication and interpersonal skills with a special ability to promote calm in crisis situations
• Maintained 100% accountability for weapons and technology systems valued at approximately $7.5 B, transport equipment and database with thousands of classified documents
• Trailblazer for developing inexperienced recruits into skilled, successful security team members; selected to author the Comprehensive Standard Operating Procedures to ensure new staff members could operate all systems
• Extremely detail oriented with superior analytical skills; talented at proactively identifying problems before they materialize, and solving complex issues on short notice
• Information technology experience: Non-classified Internet Protocol Router Network (NIPRNET), Secure Internet Protocol Router Network (SIPRNET), various military and government platforms; professional-level MS Office - Word, Excel, PowerPoint, Access, Outlook; and demonstrated ability to learn industry and workplace specific programs
• Ready to travel according to needs of the organization

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Resume Overview

Companies Worked For:

  • Insight Global
  • 22nd Century Technologies Inc.
  • United States Air Force Reserve
  • United States Air Force

School Attended

  • University of Maryland University College
  • Community College of The Air Force
  • United States Air Force Intelligence School
  • Academy of Computer Education

Job Titles Held:

  • IT Support Specialist II
  • Information Technology Support Specialist
  • Client Systems Administrator
  • Security Specialist

Degrees

  • Bachelor of Science : Computer Networking And Cybersecurity , Expected in 03/2021
    Associate of Applied Science : Criminal Justice , 11/2018
    Intelligence Fundamentals , 10/2017
    Formal Training Course : CCNA & CompTIA Net+ (80 Hours)

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