It Specialist Technical Support
Resume:
Keyaira Wilson
Montgomery, AL, *****
Mobile: 251-***-****
Email: ******.*******@*****.***
Professional Summary
Dedicated and detail-oriented IT Specialist with over 6 years of military experience, holding a Top-Secret security clearance, ISC2 CISSP, CompTIA Security+, and EC-Council Ethical Hacking certifications. Looking to leverage strong skills in network security, incident response, vulnerability assessment, and server management. Highly organized and proactive, capable of managing multiple priorities and providing effective technical solutions.
Skills
Cybersecurity: Security Incident Reporting, Vulnerability Assessment, Log Analysis, Network Security, Incident Response
Technical Expertise: Network Administration, LAN/WAN Configuration, DNS Management, Active Directory Management, Hardware Maintenance, Software Installation
Tools & Technologies: Microsoft Office Suite, SharePoint, Remedy Ticket System, ServiceNow, Commvault, VMware, Nessus
Soft Skills: Technical Support, Customer Service, Training and Orientation, Problem-Solving
Work History
06/2022 to Current
Hours per week: 40
Series: 2210
Pay Plan: GS
Grade: 11
IT Specialist (Customer Support) (This is a federal job)
187th Fighter Wing (AL ANG) – Montgomery, AL, 36108 United States
Provided desktop support to over 1,000 clients, minimizing downtime through phone and in-person assistance.
Utilized Remedy and ServiceNow ticket system to triage and address helpdesk tickets.
Proficient in troubleshooting and resolving issues within NBIS, ensuring smooth and continuous operation of the software.
Responded to user inquiries, troubleshooting hardware/software issues and providing technical support.
Identified, isolated, and repaired computer equipment; conducted preventive maintenance.
Managed hardware and software, ensuring optimal operation and adherence to policies.
Installed and configured operating systems and applications.
Used Active Directory for user account management, including creation, modification, deletion, and access control.
Reported security incidents and executed corrective procedures as per KBA.
Performed configuration management and troubleshooting for SharePoint applications.
Planned and implemented installation/maintenance for Microsoft Office Suite and PWCS.
Provided customer support, training, and technical assistance to ensure minimal disruptions in IT systems operations.
Proactively interacted with users to ensure proper system operation; demonstrated processes and provided orientation for new users.
Offered technical assistance with software installations, hardware configurations, and communication networking.
Instructed customers on data access, processing efficiencies, and program recovery techniques.
11/2017 to Current
Rank/Grade: SSgt/E-5
Cyber Systems Operations Technician (1D771B)
Alabama Air National Guard 187 FW/CS
187 CS/SCOO – Montgomery, AL, 36108, United States
Administered LAN/WAN, ensuring optimal network performance and compliance.
Monitored and analyzed network protocols (TCP/IP, DNS, etc.) to detect and mitigate potential security threats.
Secured Windows systems by applying hardening techniques, patch management, and access controls.
Coordinated the installation, maintenance, and troubleshooting of LAN components such as virtual servers, hubs, switches, and routers.
Implemented encryption solutions to safeguard confidential information and ensure compliance with data protection regulations.
Installed, configured, and troubleshot network servers, operating systems, and peripheral network equipment (e.g., routers, bridges, cabling systems).
Installed, configured, and troubleshot network servers, operating systems, and peripheral network equipment (e.g., routers, bridges, cabling systems).
Ensured network security compliance with established policies.
Resolved connectivity issues and performed equipment reliability assessments.
Assisted in the installation and maintenance of networked systems.
Performed and remediated vulnerabilities of servers and applications.
Interpreted ACAS scan results and collaborated with teams to remediate identified vulnerabilities.
Implemented multi-layered security protocols, including encryption and access controls, to enhance overall system security.
Configured and managed Commvault policies, schedules, and storage configurations to optimize backup operations.
Utilized eMASS to manage and maintain system security documentation, ensuring compliance with the Risk Management Framework (RMF).
Administered data backup and recovery processes using Commvault, ensuring secure and reliable data protection.
Oversaw the implementation of access controls, encryption, and secure configurations to safeguard sensitive data.
Assisted in creating and managing Plan of Action and Milestones (POA&M) in eMASS, tracking the resolution of identified vulnerabilities.
Deployed and managed VMware vSphere environments, including virtual machines, ESXi hosts, and vCenter Server.
Ensured compliance with regulations and standards such as NIST by enforcing security policies.
Availability
Job Type: Permanent
Work Schedule: Full-Time
Certifications
CompTIA Security+ Certification
2SZLGNH52F4QQMGK (June 08, 2022)
EC-Council Certified Ethical Hacker
ECC1450679823 (December 2023)
ISC2 Certified Information Systems Security Professional (CISSP)
(July 2024)
Jobrelatedtraining
Cyberspace Fundamentals, 02/2022
Introduction to Systems Operations, 03/2022
System Servers, 03/2022
Implement Virtualization, 04/2022
Operating Systems, 04/2022
Troubleshooting, 05/2022
System Operations Security, 06/2022
CompTIA Security + Certification, 06/08/2022, 2SZLGNH52F4QQMGK, http://verify.CompTIA.org
CompTIA A+ Training, 06/2022, Installing Hardware, Networking Tools, Display Components, Comparing Common Operating Systems, Disk Partitioning, File System Types and Formatting
CompTIA Network+ Training, 06/2022, Modems, Media Converters, Switches, Hubs, Routers, Bridges, Network Types
MCSA Windows Server 2016 Training, 06/2022
EC-Council Certified Ethical Hacker, ECC1450679823, 12/2023
Education
06/2024
M.S. in Cybersecurity and Information Assurance
Western Governor's University - Salt Lake City, UT
01/2022
B.S. in Chemistry
Auburn University at Montgomery - Montgomery, AL
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