jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom professional summary information technology specialist 25 years experience information systems customer support services support technician expertise troubleshooting desktop applications hardware devices independent information technology specialist task configuring testing hardware meet security requirements enterprise integration professional maintains technology skills support customers network services desktop support system analyst 8 years experience assessing advancing systems align customer demands certified information technology specialist consistently trains latest trends support future requirements desktop support customer service application support hardware installation change management software installation information technology specialist 052020 current department homeland security chesapeake va skills property management troubleshooting computer security mobile device support database administration mobile device support work experience provide customer support troubleshooting common unique computer problems resolve technical issues restore computer desktop operations enterprise services apply technical education expertise systematically identify enterprise wide local network issues resolve technical problems escalate trouble tickets submission beyond scope administrative authority manage hardware lifecycle disposal government property maintain inventory hardware disposal perform hardware inventory via remedy required account government property process remedy tickets hardware issue returns organizational depot identify document technical problems requiring local helpdesk services using remedy reporting system track monitor open remedy tickets completion resolution customer satisfaction provide configuration manager user desktop profile email account configuration organizational mailboxes network share drive mapping network printer configuration setup resolved customer problems web integration services unique applications multifunctional services print scan copy using enterprise services provide user account management createeditdelete using active directory services perform moveaddchange mac fulfill customer requests computer services perform network administration processing system authorization access request saar users administer network permission list manage network share drives folders file access required organizational policy provide customer support cloud service data file storage using onedrive box provide user training basic computer troubleshooting resolve routine problems thus empowering user basic computer skills increasing customer satisfaction maintain 100 security hardware software deploying patch management administer servers client systems assets include endpoint software protect spam phishing types attacks malicious code aid internalexternal users computer operations network services using remote desktop tools provide stepbystep instructions resolve enterprise connection issues services involving users local internet service provider isp correct domain name services configuration external connection enterprise services support teleworking 100 ensure mobile devices follow agency guidance data encryption maintain 100 mobile operating system updates support cyber security mobile device management install configure microsoft office 365 mobile apps enterprise services perform device administration enrollment device account reset device retirement remote wipe support security user information troubleshoot mobile device problems restore mobile services perform upgrade mobile apps mobile operating system maintain devices within cyber security framework using image deployment tools install configure operating systems support desktoplaptop operations restore user profile data identify broken hardware need repair services replacement escalate service ticket route work order hardware maintenance warranty services perform hardware repairs expedite return computers hardware customer assist customers providing documentation using easy understand language computer workaroundsprocedures address common computer problems technical issues perform database administration addremove users support client applications task daily backup database support restoration policy availability data administer database security maintain database permissions support macbook users installing maintaining ios operating system install configure vpn software secure network services communications using office products ios perform macbook application installation security updates information technology specialist 072011 092019 department homeland security cleveland oh process user documentation create user network account provide user setup desktop profile email configuration user account organizational mailboxes map network share folders network print devices configure web applications support user processing unique hardware requirements user support integration 100 reimage deploy manage workstations provide moveaddchange service support computer relocation add remove software change hardware software configuration provide change management support 100 develop user data backup program using powershell scripts enable users safely backup working data resulting 0 data loss manage workstation updates deploy security patches via update services resolve security issues routinely scan computers security compliance maintain desktop computer security controls align cyber security framework 100 troubleshoot software errors hardware malfunctions performing analysis isolate root cause document testing results provide proof concept corrective measures maintain 98 computer uptime establish procedures internal trouble ticket management increased customer satisfaction 75 providing firstline support resolving 95 trouble tickets perform site survey identify infrastructure services data telecommunication support develop checklist accessories support relocation efforts develop project establish work orders statement work budget relocation timeline execute phase approach office transition reduce relocation impact 60 account computers mobile devices communication equipment perform monthly inventory achieve 0 loss government property deploy network multifunction device network printingcopyingscanning services support users provide easy instructions secure scanning documents email inbox demonstrate stepbystep instructions support users 100 support sending large files provide training dod safe website transfer files exceed email limitations 100 users trained install virtual private network vpn software support users remote locations configure vpn connection profiles allow easy use secure connection enterprise network trained supported users 100 apply technical education experience systematically identify enterprise wide local network issues resolve technical problems escalate trouble tickets beyond scope administrative authority follow update trouble tickets completion 100 write communicate information users varying knowledge information technology issues produce tutorials support end users using easy understand terminology publish technical documents technical solutions workaround reducing trouble call time 60 manage user training records support annual cyber security training requirements track assured personnel trained cyber security personal identifiable information pii handling resulting 100 unit training completion information technology specialist 041995 052011 department homeland security irving tx managed data center maintained operational uptime 98 installed configured managed web services hosted online resupply web program providing logistical support remote installations reduce unit resupply time 70 installed configured manage relational database system electronic record processing data retention eliminated paper processing effort 80 developed database queries support data importing exporting desktop applications implemented database backup restoration procedures reduce restoration time 80 performance field service technician provide first line support troubleshooting desktop computers operating systems network devices solve 90 trouble tickets train mentor junior information technology specialist web development programming using dot net framework javascript cascading style sheets structured query language fully support web services full time web developer prepared information systems accreditation performed security scans analysis mitigate computer security threats implemented followed guidelines implementing server hardening system approval 100 pass rate server responsible officer custody information technology property successfully accounted government property 0 lost inventory education bachelor science information technology business analytics 2015 university phoenix tempe az associate science software engineering 2011 university phoenix tempe az comptia security certifications additional information training facing confrontation customer service training 2021 widows 10 troubleshooting support 2021 windows 10 advanced troubleshooting support 2021 telecommunication information system coordinator training 2019 security technical implementation guide stig training 2019 navigating changes conflicts projects training 2021 microsoft sql server back database 2016 microsoft sql server stored procedures 2016 section 508 training awards 09jun2019 performance award 04feb2018 performance award 19mar2017 performance award 13dec2011 time award 20dec2010 time award 19dec2010 performance award 03jan2010 nsps performance increase 04jan2009 nsps performance increase