Helping you make the world your gym!

• Provide Tier III support per request from users. Investigate and troubleshoot issues. • Create, change, and delete user accounts per request. • Ability to effectively use standard IT support tools to include Remedy request and incident tracking and remote desktop interface. • Install, configure and maintain data migration of workstations and software. • Assist the users in solving computer related issues and orientation of new equipment as deployed. • Track trouble ticketing system and updated asset database to ensure document is current. • Diagnose and upgrade hardware to ensure optimum level of performance.

• Run risk assessments on any changes that are requested • Ensure that the organization is RMF compliance • Security-process management and reporting based on compliance with IA Controls• Standardized information exchange to facilitate dynamic connection decisions• Support day-to-day administration system of network firewalls, messaging security gateways, and internet security proxies• Develop measures to prevent unauthorized modification and to regulate access to computer data files• Examined and resolved application security problems• Maintained software, hardware and network system• IAVA Compliance: Currently managing a robust Information Assurance Vulnerability Alerts program to meet all DoD IAVA Compliance requirements. Implement policy and procedures for all FRC East SA and DBA to comply with and to meet DoD regulations and security strategies safeguarding information assets and ensuring compliance with all regulatory mandates• Conduct RMF gap analysis to identify any weaknesses that could lead to missing or improperly implemented security controls.

Research security topics and submitted articles to be posted on AOLs intranet pageComplete Cornerstone SAP access request using Zen help desk Develop and manage quarterly phishing campaigns utilizing ThreatSimCreate and maintain a repository for AOL artifacts and service agreements utilizing Google SitesSubmit monthly reports about current contracts in IT security utilizing Google sheets Create a process for researchers to be able to communicate with AOL vulnerability team and be recognized for submitting bugs in AOL’s system to help make AOL more secure Analyze phishing attempts that are reported to the SOC at AOL and reporting any phishing attempts that are still open.Organize all projects using agile project management style in order to maintain productivity and provide work disclosure for upper management using Jira

Gathered results from QA program activities and develop QA reports and metrics to meet internal and external reporting requirementsAnalyze ticket data gathered and develop solutions or alternative methods of proceeding that will improve quality and therefore improve end user experienceProvide metrics and metric analysis to support quality initiativesCoordinate with Service Desk Manager to determine core quality standards and expectations for any incident or request tickets that flow through the Service Desk

Computer Repair Technician.Delivered easy sales and service to customersDetermined and demonstrated understanding of customer's needsSold products and services which provided the total solutionPerformed basic technical system diagnostics and upgrades on customers' technology.Kept up-to-date on product information by completing training modules.Adhered to all company policies procedures and safety standards.Laptop Repair, Virus Removal, Spyware Removal, Data Recovery, PC Optimization, System Restored, Wireless Network Setup and Printer Setup.Wrote and maintained technical reports

Worked in food services cooking, cleaning, and providing customer service.

Information Technology Department Student InternImaged Computers via Norton's Symantec Ghost and Windows PEConfigured and managed N-Computing stationsIT tech support/ Help Desk security