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Result-driven professional with a solid background in the help desk environment.
Seeking a growing technical environment that will be able to utilize my experience as well as enhancing my technical knowledge further.
Help Desk Specialist
About Me
Industry: |
Information Technology |
|---|---|
Occupation: |
Help Desk Specialist |
Ideal Companies: |
CSC, IBM |
Education level: |
Certification |
Will Relocate: |
No |
Location: |
Chicago, IL |
Work Experiences
2/2008 - 12/2008
Computer Sciences Corporation
Contractor / Freelance
- • Provide 24/7/365 help desk and customer support to the Intelligence Community Enterprise Solutions (ICES) watch floor providing excellent problem resolution and continuous customer service for the Director of National Intelligence
• Monitor and maintains five classified networks: DNI-U, DNI-S, SIPRRNet, JWICS and Stoneghost
• Disseminates FAA publications, worldwide weather conditions and SIGACTS to Intelink customers
• Performs daily, weekly and monthly tape backups and storage.
• Monitor and instruct new users on the use of Intelink Instant Messenger (IIM), Intellipedia (Intelligence community version of Wikipedia), as well creating and registering websites.
• Inputs and verifies incoming visitor clearances and badges upon arrival to the ICES spaces.
8/2004 - 2/2008
Computer Sciences Corporation
Manager
- • Provide 24/7/365 help desk, customer support and on the job training to personnel assigned to the Cryptologic Telecommunications Center (CTOC) in to support worldwide operations
• Compiled and revised standard operating procedures (SOP) to train staff on computer-system operations, guidelines and security regulations within the Cryptologic Telecommunications Center (CTOC) supporting NSA, DISA, JWICS, and all branches of the military
• Administered, maintained and implemented policies and procedures protecting dataflow of the formal messaging systems and the message contents for NEWSSTAND, NEWSDEALER, AMHS, AVENUE, COASTLINE, MCS and SMARTGUARD for worldwide dissemination
• Served as the liaison between government officials and management at monthly meetings to review and deliver completed task and future goals of the communications operations center verbally and written.
• Served as a point of contact to resolve discrepancies between government and contractor employees.
• Researched and compiled information for use in weekly and monthly reports according to detailed specifications provided by government officials and contractor program manager.
• Participated in monthly meetings to discuss failed technical issues and presented all parties with resolution in forms of documentation.
• Maintained a monthly work schedule for all staff members to ensure that all shifts remained properly staffed.
• Managed Communications Security (COMSEC) products in accordance to NSA regulations.
8/2000 - 8/2004
