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Help Desk Resume

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TX

Summary

Primary Skills – Information Security, Customer Support, System Administration and Help Desk

  • Active TS-SCI Security Clearance
  • Experience troubleshooting hardware issues and replacing hardware on both

desktop and laptop PCs
• Experience installing software, patches, updates on Desktops, Laptops, Servers

  • Experience troubleshooting basic network, software, printing problems
  • I am an experienced and talented IT specialist who knows how to apply fundamental concepts, procedures, and policies in all areas of information technology.
  • I have wide experiences in using PCs, databases and operating systems.
  • I have a great sense of responsibility and possess leadership qualities that allow me to work and communicate with both my team and the management to coordinate and support IT projects.
  • I am innovative, creative and inquisitive, which allow me to delve deep into the mysteries of information security and system administration and come out with a better understanding of their role in the whole computer landscape.
  • Knowledge of network and web related protocols (e.g. UDP, IPSEC, HTTP,
    HTTPS, routing protocols).
  • Knowledge of Security Information Management (SIM) tools.
  • Knowledge of organizational and management practices as applied to the
    analysis and evaluation of security programs, policies, and operational
    needs.
  • Skill in operating a personal computer and utilizing information
    security software.
  • I have a Masters’Degree in Information Technology/Managementfrom the University of Phoenix
  • Currently pursuing second Masters’ Degree in Cyber Security and Information Assurance.
  • Significant experience in information assurance for the Intelligence or DoD communities
  • Experience performing certification and accreditation activities in support of DoD sites, systems, and networks
  • Demonstrable information assurance risk management experience in DoD organizations of similar size and scope, including secure communications-computer operational architectures, procedures and environments; network security risk analyses; system accreditation; security test and evaluation; and information security
  • Demonstrable experience in evaluating and implementing Information Assurance and Information Security tools for assessing and maintaining system security to support system development and integration
  • Demonstrable intensive and progressive experience performing appropriate analyses to ensure threat assessments, protection, detection, and reaction functions are performed
  • Specialized experience managing, developing, and implementing information assurance programs, communications-computer systems security and industrial security policies and procedures
  • Demonstrable knowledge of DoD certification and accreditation processes in accordance with DoD 8510.01, DoD 8500.1, and DoD 8500.2 and maintain established accreditation baselines
  • Demonstrable experience in managing, responding to, and resolving crisis situations caused by network attacks
  • Demonstrable experience analyzing firewall rule sets and router access control lists (ACLs)
  • Intensive and progressive experience analyzing network and security devices, to include bridges, routers, controllers firewalls, gateways, communications devices, network and security monitoring and management tools
  • Demonstrable experience in managing and maintaining the DISA Vulnerability Management System (VMS)
  • Demonstrable experience using eEye Retina and/or Nessus vulnerability scanning tools, HBSS, and the use of DISA Gold Disk
  • Experience with EnCase, Netwitness, or ArcSight


Professional Experience

Confidential,CISO – Lackland AFB TX Jun 2011 to Feb 2012

  • Providing senior level guidance and leadership for the AF JWICS information assurance program
  • Participating in Information Assurance working groups (Government sponsored or private) to obtain the latest security and regulatory guidance (including applicable privacy laws and statutes)
  • Identifying and analyzing vulnerabilities, and recommending countermeasures for the identified vulnerabilities
  • Managing the information assurance vulnerability management program for all AF JWICS systems, sites, and networks in accordance with DoD regulations and standards
  • Developing and implementing information assurance policies and procedures
  • Provide status reports and metrics on information assurance compliance and enforcement
  • Performing Security Test and Evaluations for accreditations (ST&E)
  • Leading Business Continuity Planning activities
  • Performing Risk Assessments and Vulnerability Assessments (risk management)
  • Managing incident response activities
  • Managing, supporting, and coordinating certification and accreditation activities in support of NDU systems, sites, and networks
  • Providing input to and participating in the NDU configuration advisory board (CAB)/configuration control board (CCB)
  • Coordinating with DISA or other outside entities in support of audits and inspections and providing any required documentation in support of such inspections
  • Provide support to other information assurance or cyber security initiatives, as required, by NDU Senior Information Assurance Officer
  • Handles issues and challenges in support of the AF JWICS Chief Information Security Officer (CISO) and the AF JWICS Enterprise Network.
  • Provides technical security guidance to the Information System Security Managers (ISSMs) and Information System Security Officers (ISSOs) of the AF JWICS Enterprise Service Centers. Authors and implements policy and procedures in conjunction with the migration of le Selects and applies appropriate guidelines using individual judgment to provide security direction to IA professionals within the AF JWICS Enterprise and higher headquarters.
  • Assess complex security technical situations and author, staff, and sustain appropriate security documentation for the Enterprise, leveraging Air Force wide IA subject matter expertisegacy systems and networks into the AF JWICS enterprise.
  • Coordinate, facilitate, and conduct meetings and workgroups to develop, revise, and provide Enterprise Security Management solution recommendations for Intelligence Community (IC) leadership.
  • Coordinates the deployment of ESM tools and techniques throughout the enterprise with MAJCOMs, centers, and Agency.
  • Develop Strategic Plan for Technology needs with consultation for site leads, Information

Technology/Assurance managers and AJWICS Program Manager. Responsible for assessing the program management office comprehensive requirements and working with AF sites to find creative solutions.

  • Plans and prioritizes projects and maintenance functions of AFJWICS IT Program Management office.
  • Consults with senior IT and Information Security Approving Officials regarding their information security risks and responsibility in minimizing those risks.
  • Provides subject matter expertise and sets direction for enterprise-wide information security

strategies, projects, and policies.

  • Works closely with Chief Information Security Officer to define and implement information

technology security architecture standards, Service Level Agreements, and process improvement
initiatives.

DoDIIS Information Assurance Manager –Confidential,Ft Sam Houston July 2010 to May 2011

  • Conducted Certification and Accreditation (C&A) system and application Authorities to Operate (ATO), through both DITSCAP and DIACAP, on legacy, Research Development Test and Evaluation (RDT&E) and Army/Air Force Intranet JWICS networks.
  • Hands-on security experience with the following FISMA C&A processes: System Security Authorization Agreement (SSAA) development, Concept of Operations (CONOPS) development, System Rules of Behavior development, Security Test and Evaluation (ST&E) from both a documentation (i.e., Security Requirements Traceability Matrix (SRTM) and overall risk assessment plan construction) and a technical (vulnerability scanning and analysis) standpoint, Incident Response planning, SDLC planning, DIACAP transition planning, Contingency, Disaster Recovery, and Continuity of Operations (CP/DRP/COOP) planning, Project of Action and Milestones (POA&M) development and execution as well as conducting Privacy Impact Assessments.
  • Familiar with the following security-centric products: McAfee and Norton Anti-virus/Ad-aware, Retina, Host-Based Security System (HBSS), Defense Information Systems Agency (DISA) Field Security Operations (FSO) Gold Disk and Security Readiness Reviews (SRR).
  • Comfortable giving impromptu and planned oral presentations to small, medium and large sized audiences
  • Carrying out the risk assessments and performing security configuration reviews
  • Comprehending system test, evaluation and system categorization as well as participating in client interviews as part of the risk assessments process
  • Developing the security system plans, Memorandums of understanding as well as analyzing the reports of the project work
  • Reviewing existing C& A Packages for totality and compliance as well as organizing the meeting programs for team members
  • Prepared report on project work and evaluated it for positive results
  • Develop, and manage implementation of Information Assurance plans. Ensure compliance with Federal, DoD, and DA policies. Establish operating standards and procedures for the Information Assurance Program. Ensure security violations and incidents are reported to appropriate authorities and assist with investigations. Disseminate Information Assurance Vulnerability Alerts (IAVAs) and monitor and report IAVA compliance. Ensure Information Assurance Network Manager (IANM) and Information Assurance Network Officers (IANOs) are appointed as appropriate. Develop and conduct training as required. Schedule and conduct IA assessments of subordinate commands. Assist in reporting, analyzing, and recommending solutions for IA incidents and procedural violations. Prepare, execute, and report Information Assurance budget requirements.

IT Specialist (Network Services), Confidential,Jan 2010 to Jul 2010

  • Managed the planning, analysis, acquisition, design, development, implementation, quality assurance, configuration, installation, integration, maintenance testing, operational integrity, and/or management of networked systems for the transmission of information in voice, data, and/or video formats.
  • Tracked and manually installed network security patches and ensured mitigation of IAVA vulnerabilities.
  • Accomplished risk analysis, accreditation, and certification packages.
  • Implemented new network operating systems hardware/software and develops agency wide network operating procedures.
  • Analyzed LAN utilization statistics through data collection and performance measures to ensure the smooth, reliable, and robust operation of LANs to include classified and unclassified networks.
  • Coordinated LAN installation, maintenance, troubleshooting, and reviews, evaluates, and fine-tunes components such as hubs, switches, and routers to achieve peak efficiency within the overall network connectivity.
  • Assisted in the development, configuration, installation, and maintenance of network systems to include the LAN.
  • Configured Oracle business suite applications onto Personnel workstations in order for personnel classifier to maintain connectivity with Citrix server.
  • Provided information technology guidance related to system problems, new/ emerging technologies, IT and administrative policy requirements, technical and administrative processes, etc. to IT Specialists and end users worldwide

Information Technology Specialist, Confidential,May 2007 to Jan 2010

    • Experience with customer support concepts and methods to include a work history in an Information Technology (IT) Service Desk/Help Desk/Call Center environment. Experience in evaluating customer support requirements and providing incident management support to include incident detection. Experience in utilization of automation tools to monitor applications and make knowledgeable decisions based on established procedures/methods. Experience in providing technical guidance; acting as technical authority in a Service Desk /Help Desk/Call Center environment. Experience in compiling regular and ad hoc metrics and reports using various techniques and tools. Experience supporting Wide Area Networks (WAN) and Enterprise Local Area Networks (ELAN) by providing simple installation, configuration, troubleshooting, customer assistance, and/or training on networked hardware, operating system software, peripheral equipment, and application software in response to internal and external customer requirements
    • As the Organization’s Level II helpdesk support, monitored the Customer Support Tracking Software (Remedy) queue, reviewed requests for IT hardware/ software/systems services transmitted to the Technical Support Team via phone, fax, internet/intranet and email requests, and coordinates the scheduling, response and resolution of assigned Service Requests.
    • Assisted staff in Group Office and remote locations with technical support of desktop computers, applications and related technology
    • Utilized Dameware remote assistance software tool in conjuction in supporting specifications, installation and testing of computer systems and peripherals
    • Done duty as front line support technician for more than 300+ end users.
    • Responsible for delivering support through telephone, desk-side visits and email.
    • as communicator between two teams.
    • Experience in the following networking environments: Transmission Control Protocol (TCP/IP), Windows Internet Naming Service (WINS), Domain Name Service (DNS), and Domain Host Configuration Protocol (DHCP).
    • Experience in all of the following: Microsoft Office (Word, PowerPoint, Access, Excel, Outlook). Storage Area Networks, Microsoft Exchange Server 2003 & 2008, Microsoft Windows 2003, Microsoft SharePoint 2007, SMS 2003/Systems Center Configuration Manager 2007, System Center Operations Manager 2007, Active Directory, Group Policy, batch files, Printing Services, Distributed File System, Windows
    • Vista/XP/7 and NetApp Storage Area Networks.
    • Serves as a recognized technical authority regarding client-based IT applications and ensures PC maintenance and end user support.
    • Use PC-Duo remote control solution in support of Lotus Notes, Microsoft office and other applications.
    • Done other duties as assigned and I was responsible for installing, maintaining, and operating of the company’s multi-user computer system enterprise.
    • I communicated regularly with users, providing set-up and follow up support for the LAN and WAN system.
    • I handled the implementation of virus protection software.
    • Installed/Incorporate new releases, updates, or other changes to Commercial-Off-The- Shelf software (diagnostics failures/potential failure predictions) to include maintenance of web sites and database programs as required.
    • I was in charge of maintaining computer equipment such as printers and workstations. Administered the requests for the remote access to the corporate Network as well as the network resources.
    • Experienced in implementing, monitoring and troubleshooting the following operating systems and devices: Microsoft XP Workstation, Microsoft Vista Workstation / Server, Windows 95/98, Windows 2000 Workstation / Server, CISCO firewalls, switches, and routers.
    • Expert with BMC Remedy Software Application in an Enterprise Help Desk Environment.
    • Prepared monthly and special reports for consideration by Directorate operating officials regarding the numbers and types of Service Requests received and Service Calls completed
    • Managed, monitored, configured, secured and accredited all network and anti-virus servers and client communication systems. Installed DoD authorized images on servers and workstations in conjunction with utilizing backup capabilities to save and retain network data.

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