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Work Background
CognizantTech Lead
Nov. 2021United StatesBased at Gilead Sciences in Oceanside. I assist with managing IGEL THIN clients for the manufacturing department.
Kinetic Personnel Group, IncInformation Technology Contractor
Mar. 2021 - May. 2021United StatesA one month short contract position in which I assisted with asset inventory, data entry, system imaging, and resolving trouble tickets while the client gained its footing in a new stage of the pandemic.
AmazonFC Associate
Nov. 2020 - Nov. 2021United StatesUnrelated to IT, but chose to work here for the experience.
Self-employedIndependent IT Professional
Aug. 2019 - Nov. 2021Riverside County, California, United StatesPerform jobs as an independent IT Service Provider on HelloTech, Field Nation, and JustAnswer.com platforms. Tasks include re-imaging laptops/desktops, IT asset inventories, recycling of decommissioned equipment, troubleshooting hardware issues, server maintenance, and consultation on IT related topics.
Key Achievements:
* Achieved a 5-star rating from several clients on multiple work orders.
CDWTechnology Support Technician
Dec. 2013 - May. 2016Vernon HillsInitially performed services as a Contractor with TEKsystems and was hired on as a permanent staff member with CDW after only 6 months. Executed world-class technical support for over 800 users nationwide with troubleshooting a wide variety of technical issues including software and hardware issues, advanced network connection problems, virus infections and antivirus definitions. Facilitated laptop and desktop refresh projects involving over 500-units. Oversaw over 2000 Active Directory user accounts, imaged and configured computers with SCCM and AppSense. Provided support on BitLocker, antivirus, and antimalware. Authored self-help documentation on a wide variety of topics (email, antivirus, BitLocker).
Key Achievements:
* Avoided downtime by quickly "hot swapping" broken devices for new or loaner devices.
TEKsystemsIT Contractor
Apr. 2013 - Dec. 2013
SLAIT ConsultingIT Analyst
Jan. 2012 - Dec. 2013Virginia Beach, Virginia, United StatesExpertly assisted customers over the phone on computer issues such as software installs, hardware configuration walk-throughs, updating virus definitions, scheduling virus scans, VPN setups, and voluntarily made desk side support visits to in house customers. Recorded tickets and escalated as needed.
Key Achievements:
* Achieved a Tier 1 first-call resolution rate of 85%.
US NavyInformation Systems Technician
Jul. 2003 - Feb. 2012Provided key technical support and administration activities for penetration testing of fleet-wide networks for vulnerabilities, VPN configurations for ships and shore stations throughout the fleet using Radius, and incident handling procedures in cases of disaster or data breach. Performed network hardening for Cisco switches/routers per security standards and Tripwire administration. Mitigated system vulnerabilities and discrepancies using Retina scans in accordance with DoD and IA standards. Updated antivirus definitions, Reviewed proxy server logs and IDS/IPS for suspicious activity and reported findings. Experience with reviewing proxy logs and event logs.
Key Achievements:
* Successfully executed documentation and training for a mission-critical server on a small amphibious ship.
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