Alyssa Cross
Lake Orion,MI
Summary
Motivated and ambitious individual eager to contribute to success and goals, takes great pride in work and known to be a quick and efficient learner.
Intermediate experience in Information Technology and strong background of customer service. Experienced with military and government individuals and standards. Ability to perform IT troubleshooting and problem solving quickly and efficiently. Experienced in networking and infrastructure from military career as cyber transport. Currently holding an active Top Secret clearance; Sec+; Microsoft Modern Desktop Administration.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Specialist
US Army TACOM - ILSC
07.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Configured hardware, devices and software to set up work stations for employees.
- Image new computers with baseline OS and applications
- Assess and repair warranty computers and work with third party to ensure the repairs are completed
- Mitigate vulnerabilities by patching and ensuring devices are up to date on all software
- Troubleshoot and remove possible vulnerabilities on devices
- Install software and necessary applications needed
- Ensure reoccurring issues and trends are noted and troubleshoot to find the most efficient resolution and notify team
- Participated in multiple projects to replace out of warranty monitors and setup over 100 new work stations for users
- received multiple service awards for above standard performance
- Identify changing technology and guidance within the imaging process and notifying program managers and recommendations to process change
- Conveying information to users and team members efficiently regarding issues and resolutions
- Working closely with other organizations to solve problems swiftly and efficiently
Cyber Transport
Air National Guard
08.2019 - Current
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Established, repaired and optimized networks by installing wiring, cabling and devices
- Optimized network operations by monitoring, troubleshooting and enforcing Department of Defense (DoD) security compliance.
- Performed network security design and integration duties.
- Designed and evaluated WAN and LAN connectivity technologies.
- Assisted customers with network issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Created SOP's regarding processes with networking and telephones
- Fitness leader for the unit to encourage and motivate other members to stay active and fit
IT Specialist
365 Retail Markets
04.2022 - 07.2022
- Configured hardware, devices and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Monitored systems in operation and input commands to troubleshoot areas.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Command and script based troubleshooting to repair computers
Assembler
Apollo America
02.2022 - 04.2022
- Operated soldering iron stations to solder connectors to cable assemblies.
- Employed mechanical presses, hand tools and heat guns to assemble and disassemble parts and products.
- Inspected assemblies using microscopes and magnification aides to verify quality and durability.
- Assembled and welded metal parts to create electronic circuit boards.
- Soldered joints by melting and applying solder along edges using soldering irons, gas torches or electric-ultrasonic equipment.
Computer Analyst I
Abacus Technologies Inc.
06.2021 - 02.2022
- Assess system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Respond to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Link computers to network and peripheral equipment.
- Image and prepared new computers for integration into company networks and systems.
- Manage user accounts and proper documentations.
- Patch software and installed new versions to eliminate security problems and protect data.
- Explain technical information in clear terms to non-technical individuals to promote better understanding.
- Perform STIG hardening on devices
- Supports ACAS operations by Interpreting vulnerability scans to remediate non-compliant systems
- Applies system security vulnerability patches to desktop operating systems and other various end user applications
- Ensures application information assurance policies, principles, and practices to all supported workstations and enforces compliance to the AUP for automated information systems
- Create and manage user accounts through Active Directory
Operator B
Magna Electronics
05.2016 - 06.2021
- Tended equipment during operation and monitored readouts to determine areas of concern and quickly correct problems.
- Operated Surface Mount Technology equipment safely and efficiently.
- Monitored daily operations and made adjustments to production line where necessary.
- Verified documentation and work order requirements.
- Performed maintenance tasks and adjustments to preserve production efficiency.
- Fabricated new and repaired defective ECU components, using a solder iron.
- Solder certified to rework and replace components as needed
Receptionist/Lead/Play Attendant
Four Paws Hotel And Day Resort
02.2016 - 05.2016
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Kept facilities clean, neat and organized at all times to give areas professional and fresh appeal.
- Learned animal behaviors and proper handling
- Answer phone calls and communicate with customers
Cashier
Buffalo Wild Wings
08.2015 - 02.2016
- Answered phone calls and rang in orders.
- Seat guests and clean tables.
- Worked with shift manager to solve problems and handle customer concerns.
- Made sure the customers had a great experience.
Education
No Degree - Computer Science
Charles Stewart Mott Community College
Flint, MIBachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT08.2025
High School Diploma -
Bentley High School
Burton, MI06.2014
Skills
- Active Directory
- O365
- Imaging devices
- Creating and managing accounts
- Remote troubleshooting
- Patching software
- Network support
- Troubleshooting
- SCCM
- Account management
- Powershell
- Network security
- PKI
- Customer service
Certification
- CompTIA Security+
- Microsoft 365 Certified Modern Desktop Administrator Associate
- ITIL
- CompTIA A+
Additional Information
Top Secret/SCI DoD Security Clearance
Timeline
IT Specialist
US Army TACOM - ILSC
07.2022 - Current
IT Specialist
365 Retail Markets
04.2022 - 07.2022
Assembler
Apollo America
02.2022 - 04.2022
Computer Analyst I
Abacus Technologies Inc.
06.2021 - 02.2022
Cyber Transport
Air National Guard
08.2019 - Current
Operator B
Magna Electronics
05.2016 - 06.2021
Receptionist/Lead/Play Attendant
Four Paws Hotel And Day Resort
02.2016 - 05.2016
Cashier
Buffalo Wild Wings
08.2015 - 02.2016
No Degree - Computer Science
Charles Stewart Mott Community College
Bachelor of Science - Information Technology
Western Governors University
High School Diploma -
Bentley High School
- CompTIA Security+
- Microsoft 365 Certified Modern Desktop Administrator Associate
- ITIL
- CompTIA A+
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