Summary
Overview
Work History
Education
Skills
Timeline
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Arrey alexander

Randallstown,MD

Summary

IT support professional with over 9 years of experience in help desk operations and system troubleshooting. Delivered effective Tier 2 technical assistance in high-pressure environments, including the U.S. Army and Fortune 500 companies. Expertise in diagnosing complex technical issues, managing Active Directory, and ensuring compliance with IT security standards. Holds CompTIA Security+ certification and pursuing a Master's in Cybersecurity.

Overview

9
9
years of professional experience

Work History

Help Desk Tier 2 Support Technician

CISA (Steampunk)
Arlington, VA
12.2024 - Current
  • Provide Tier 2 support for endpoint security, VPN issues, and Microsoft 365 applications.
  • Troubleshoot escalated tickets involving access, application errors, and system crashes.
  • Support multi-factor authentication (MFA), remote desktop, and secure mobile device access.
  • Document root cause analysis and contribute to improving ticket resolution workflows.

IT Support Specialist

Accenture Federal Services
Arlington, VA
01.2022 - 12.2023
  • Delivered remote and in-person technical support for over 500 users in a federal agency environment.
  • Resolved Windows OS issues, performed system imaging, and managed group policies via Active Directory.
  • Handled software deployments, patch updates, and vulnerability remediation.
  • Utilized ServiceNow for ticket management and SLA compliance tracking.

Cyber & Systems Specialist

US Army
Belmore, Maryland
05.2016 - 05.2020
  • Provided comprehensive IT and network support during missions across multiple U.S. states.
  • Maintained and secured DoD systems, conducted vulnerability scans, and supported user access controls.
  • Configured routers, switches, and secured communication devices for military field operations.
  • Led a team of 5–10 soldiers in help desk and technical support activities under high-pressure conditions

Education

Bachelor of Science - Business Management

University of Buea
SW Buea
05-2013

Skills

  • Technical support (Tier 1 & 2)
  • Windows and Linux OS support
  • Active Directory and Azure AD
  • Ticketing systems (ServiceNow, Remedy)
  • VPN, MFA, and remote access
  • Vulnerability and patch management
  • Software and hardware troubleshooting
  • Cybersecurity fundamentals (NIST, FISMA)
  • Office 365, Exchange, and Teams
  • Network connectivity and troubleshooting
  • Help desk metrics and SLA management
  • End-user training and documentation

Timeline

Help Desk Tier 2 Support Technician

CISA (Steampunk)
12.2024 - Current

IT Support Specialist

Accenture Federal Services
01.2022 - 12.2023

Cyber & Systems Specialist

US Army
05.2016 - 05.2020

Bachelor of Science - Business Management

University of Buea

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