Sr. It Help Desk Technician
CurrentSpearheaded proactive monitoring of NIPR, SIPR, and ME IT systems, resulting in a 20% reduction insystem downtime and a notable 15% enhancement in overall system performance.• Expertly scrutinized security alerting queues and daily reports, driving a 30% increase in the identificationand swift resolution of security threats.• Administered Apple device patching via Device Management Platforms, achieving 92% compliance acrossAFSOC EFB. Additionally, conducted vulnerability scanning and remediated 50% more vulnerabilities,enhancing network security.• In the past 60 days, efficiently addressed over 100 help tickets within SLA, maintaining a commendable 95%customer resolution rating, utilizing the Jira ticketing system.• Implemented Role-Based Access Control (RBAC) and Password Resets to ensure secure access to networkresources.• Deployed Network Access Control (NAC) Solutions tailored for managing PATRIOT EXCALIBURsoftware, while regularly reviewing and revoking permissions for users no longer needing access.• Employed Port Security and Strong Authentication, including multi-factor authentication, to safeguardagainst unauthorized access. Also performed comprehensive offboarding procedures for personnel tosecurely remove access rights and protect sensitive data.
