Angel Madison
North Liberty,IN
Summary
Motivated US Army Veteran with a passion for IT and experience in fast-paced technical environments. Equipped with extensive knowledge in the Information Technology field ranging from essential helpdesk duties to network setup. Currently holds a bachelor's degree in computer networks and Cybersecurity as well as a CompTIA Security + certification. Left the military in July of 2020 to pursue bachelor’s degree as a full-time student.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Information Technology Specialist (25B)
United States Army (Reserves)
Fort Jackson, SC
08.2015 - 09.2017
- Monitored the Simple Network Management Protocol (SNMP) on military hardware to ensure that systems in the area of operations were functioning properly.
- Configured Cisco routers and switches in order to support internet connectivity during frequent training exercises.
- Developed training programs to teach personnel how to use new hardware and software products.
- Created detailed reports documenting user requests and resolutions taken.
- Referred to the networking IP scheme to verify what IP addresses could be given to new devices in order to prevent resource exhaustion.
- Performed regular tests to check signal flow and linkage to other military installations to verify system connectivity.
- Supervised, installed, operated, and performed unit maintenance on manual and automated telecommunications equipment that may link mainframes, minicomputers to networks.
- Prepared and set up cat5 cabling for different offices within the area of operations.
- Worked with Cisco call manager to verify that VoIP telephones were set up properly and would be functional for personnel.
- Performed troubleshooting on Cisco switches in the event of switching loops effecting network stability.
- Conducted user access management and security awareness training for employees, improving company-wide security posture.
- Conducted regular vulnerability scans and reduced battalion security incidents by15%.
- Implemented encryption and authentication protocols to protect sensitive information in transit and at rest.
- Maintained proper documentation of incident reports in order to clarify the actions taken to remediate the situation.
- Installed and maintained virtual machines with many operating systems such as Redhat, Kali, Ubuntu, and Windows.
- Maintained network security by implementing firewalls, anti-virus software, and other measures.
Information Technology Specialist (25B)
United States Army (Active Duty)
Fort Riley, KS
09.2017 - 07.2020
- Performed network troubleshooting on critical systems during a 9-month deployment and maintained overall connectivity.
- Managed garrison helpdesk operations and answered phone calls/emails to resolve technical issues in a timely manner.
- Configured networks based on the OSI model using Cisco routers and switches that connected to the company’s military satellite.
- Performed routine system hardening by shutting unnecessary switch ports and enable switch port security to prevent malicious access.
- Set up VoIP telephone systems in training and deployment environments and performed updates when necessary.
- Managed Active Directory to provide password resets, create or delete accounts, and grant or remove access to certain files or folders depending on a soldier’s duties.
- Ensured that service members maintained strong passwords to prevent easy theft of credentials in critical environments.
- Kept files of service members’ AUP’s to ensure that the battalion had full compliance with the acceptable behaviors within the network.
- Interacted with the Network Enterprise Center (NEC) via the BMC Remedy Ticketing system in order to escalate issues when an issue needed to be escalated higher.
- Added printers to Active Directory whenever there was an issue that caused the printer to get taken off of the network.
- Assigned IP addresses to printers, phones, and laptops following the IP scheme that the battalion had documented in its automations book.
- Performed secure data backups on systems that were preparing to be wiped or life cycled to prevent loss of data.
- Manually performed system reimaging whenever the Network Enterprise Center would push out a standard image for all computers on the network.
- Installed and removed applications on user laptops to either support functionality or minimize potential attack vectors.
- Removed hard drives from life cycled laptops to remain compliant with wiping procedures.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Developed and maintained strong relations with customers to meet quality expectations.
- Maintained up-to-date case documentation for future reference.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Created and maintained brand new networks for service members that relocated from Syria to Iraq.
- Responded promptly to cyber incidents by analyzing attack signatures, isolating affected systems, and restoring normal operations.
- Participated in risk assessment exercises designed to identify areas of vulnerability within the organization's IT infrastructure.
Education
Certificate in Computer Information Systems -
California Institute of Arts And Technologies
San Diego03.2024
Bachelors in computer networks and Cybersecurity -
University of Maryland Global Campus
Adelphi, MD05.2023
High School diploma -
Blythewood High School
Blythewood, SC06.2014
Skills
- Ethernet
- Customer Service
- Networking
- Helpdesk
- Desktop Support
- Server Configuration/Management
- Router and Switch Configuration/Troubleshooting
- System Patching
- BMC Remedy (ITSM)
- Microsoft Office
- Application Integration
- User Training and Support
- Virtualization Technologies
- Cybersecurity analysis
- Disaster Recovery Planning
- Patch management
- IT Documentation
- Active Directory
- VoIP Troubleshooting
- Regulation Compliance
- LAN Management
- Hardware and Software Troubleshooting
- Virtual Machine Configuration/Troubleshooting
- Switchport Security
- OS hardening
- Active Directory Management
- Adobe
Certification
- CompTIA Security + (601) earned June 2024
Timeline
Information Technology Specialist (25B)
United States Army (Active Duty)
09.2017 - 07.2020
Information Technology Specialist (25B)
United States Army (Reserves)
08.2015 - 09.2017
Certificate in Computer Information Systems -
California Institute of Arts And Technologies
Bachelors in computer networks and Cybersecurity -
University of Maryland Global Campus
High School diploma -
Blythewood High School