Is  this a good resume: IT professional and veteran with 10+ years’ experience in communication, problem-solving, and teamwork and collaboration. Excellent customer service skills to provide support to clients of the organization. Skilled in analyzing problems, resolving complex issues, and working with cross-functional teams to achieve organizational objectives. Seeking role as Information Security Administrator with Versant Health.

CORE COMPETENCIES
Analytical Skills | SIEM | Information Security | Customer Focus | Network Security | Risk Management | Cybersecurity | SharePoint| Information Assurance | Vulnerability Management | IDS/IPS | Vulnerability Assessment and Penetration Testing | Incident Response| Application Security | Wireless Networks

EDUCATION & PROFESSIONAL DEVELOPMENT
Master of Science | Information Technology Management |Trident University International |Cypress, CA
Bachelor of Science | Computer Information Systems |Grambling State University |Grambling, LA
CompTIA Security+                October 2022
Certified Ethical Hacker          November 2022
Splunk Core User Certified     December 2022
ITIL v3 Certification                 January 2019
PERSONAL LABS
IT HELPDESK LAB: Created a home lab to practice and improve technical abilities. Installed VMware software, created Server 2019 and Windows 10 virtual machines and installed Active Directory (AD) and Office 365.
•	Created, edited, and located user accounts using Active Directory
•	Changed name of computer, add to domain, reset passwords, and unlock user accounts
•	Used net user domain name /domain to find password last set, expiration date and last changed
•	Used net use to find shared drives and network printers mapped to their computer
•	Deployed RSAT tool to access Server Manager on VM with no access to Active Directory
•	Utilized Server Manager to view group policy of domain controller and set Group policies
•	Remoted into user account using third party application Zoho Assist
•	Set up ServiceNow to practice issue, assign, prioritize, add notes, and close of trouble tickets
•	Created user accounts, mailboxes, and distribution groups with MS Office 365
MICROSOFT AZURE ACTIVE DIRECTORY LAB: Create home lab to run Active Directory on a
cloud platform. Install Microsoft Azure, create virtual machines, create resource group, and configure virtual machines. Configure Remote Desktop Protocol on Windows 10.
•	Created Windows Server 2019 and Windows 10 virtual machines
•	Created virtual machine data disks
•	Installed Active Directory Domain Services
•	Promoted VMs to domain controllers
•	Configured Active Directory Sites and Services
•	Remoted into VM using Remote Desktop Protocol (RDP)
VULNERABILITY MANAGEMENT LAB: Run scan on computer to discover vulnerabilities.
Create, install ISO file, and configure Virtual Machine; Run scan on Windows 10 machine and inspect non-credentialed and credentialed scans using Nessus. Remediate vulnerabilities after scan.
•	Installed and configured Nessus security vulnerability scanning tool
•	Created custom policy for scan of VM
•	Setup email to receive alerts
•	Conducted a non-credential and credential scan for vulnerabilities
•	Inspected results of vulnerability scans: Critical, High, Medium, Low and Info
•	Remediated vulnerabilities by uninstalling apps and running windows update until all complete
•	Ran scan again to verify completion of remediations
 
PROFESSIONAL EXPERIENCE

SERVICE DESK AGENT | SAIC | Atlanta, GA                                                                              06/2023 to Present
Troubleshoots and resolves IT-related problems, such as software or hardware issues.
•	Respond to and resolve an average of 25+ IT-related inquiries and issues from clients per day in a timely and efficient manner.
•	Provide remote technical support, successfully troubleshooting an average of 50 hardware and software problems for end-users each week.
•	Maintain detailed records of support requests, solutions, and follow-up actions using help desk software, resulting in a 98% accuracy rate in documenting and tracking issues.
•	Collaborated with team members and senior technicians to resolve approximately 5 complex technical problems per month, ensuring prompt issue resolution and client satisfaction.
•	Ensured 100% compliance with company IT policies and security protocols, contributing to a secure and well-maintained IT environment.

CUSTOMER SERVICE HELPDESK SPECIALIST| Heitech Service, Inc | Atlanta, GA	    01/2022 to Present Provides customer support to clients by researching, troubleshooting issues, and answering questions.
•	Effectively addressed an average of 15 daily customer inquiries via email and phone, consistently achieving a 98% customer satisfaction rate with a commitment to resolving all queries within 24 hours.
•	Demonstrated exceptional accuracy in entering, tracking, and researching 40 daily inquiries using a case management system, contributing to efficient case resolution and customer service.
•	Identified and routed an average of 15 specialized inquiries to the appropriate business lines for swift resolution, showcasing a keen understanding of company operations.
•	Maintained a 100% follow-up rate, ensuring timely customer support and escalating complex issues to higher levels when necessary to guarantee customer satisfaction.
•	Proficient with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint, to streamline communication and data management process.
STUDENT | Intellectual Point |Sterling, VA	10/2022 to 12/2022 Learned to administer, configure, design, and troubleshoot network security to minimize the threat of
external attacks and viruses with successful countermeasures. Evaluate the integrity of information systems and computer network by penetration testing and document how to remediate vulnerabilities.
•	Maintain Splunk Dashboards, Visualization charts, and Alerts, creating content and correlations in Splunk to provide to leadership
•	Proficient in monitoring, analyzing, and reporting security incidents and/or network intrusions from intrusion detection systems (IDS) and intrusion prevention systems (IPS)
•	Ability to identify signature-based, anomaly-based detection, and malicious activity
•	Perform data analysis on network security devices and applications using the security information event management systems, log servers, and application interfaces
•	Conduct a vulnerability assessment and penetration testing using tools, including Nessus, Rapid7, Metasploit, Nmap, Wireshark, and Burp Suite to analyze data
•	Knowledge of IPSec, SNMP, SSH, DNS, TLS, SSL, TCPIP, FTPS, HTTPS, SCP, ICMP, IPv4, IPv6, FTP, SFTP, TFTP, Telnet, HTTP and NetBiOS
•	Knowledge of Risk Management Framework (RMF) Package, Artifacts, and SOPs as well as GRC, FISMA Compliance, SOX, GDPR, ISO 27000, NIST SP 800-53 Controls, and Cloud security