Deanna Perry
Information Technology
Fort Campbell North,KY
Summary
Information Technology Specialist and Army Veteran leveraging 12 years of technical acumen, information assurance, systems management. Adept at leading teams of 10 in a dynamic, fast-paced environment. Possess a comprehensive background in information technology, telecommunications, and problem-solving. Managed equipment and assets valued at $7M while managing risk, safety, and quality assurance. Possess extensive knowledge in Tier I/II technical support: configuring and troubleshooting hardware and software applications. Career supported by an Associate in Science, MS Azure Fundamentals, CCNA, Security+ Certification, and Cybersecurity Training. Active Top Secret SCI Security Clearance.
Overview
12
12
years of professional experience
Work History
PC Technician
Jacobs
Fort Campbell North, KY
06.2020 - Current
- Identify and resolve a large number of hardware and software issues in a timely manner through remote support, over the phone, or in person, while providing exceptional service.
- Devised incisive workarounds and resolutions for IT-related problems.
- Develop policies, metrics, and procedures for customer support service.
- Update and maintain problem tracking/ticketing systems to track and identify customer needs and discuss requirements with the customer to resolve the customer needs.
- Install, configure, and maintain desktop and laptop PCs, mobile devices, and peripherals, such as printers.
- Maintain and update required PKI Tokens issuance, revocation, and recovery actions.
- Provided assistance in the setup of audio-visual equipment for meetings or conferences.
- Design and develop comprehensive training programs and materials to meet the organization's IT training needs.
- Conduct training needs assessments to identify skill gaps and develop appropriate training solutions.
- Develop and maintain training documentation, manuals, and online resources for easy reference and self-guided learning.
- Stay informed about new software releases, updates, and advancements in order to incorporate them into training programs.
- Serve as liaison between technical staff and end users to resolve customer and/or user problems and concerns.
- Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics to ensure continuous improvement.
- Advise Senior Management of ways to enhance the help desk.
- Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
- Maintain records, logs and lifecycle documentation of work requests.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Maintained and controlled server room, wireless network and server infrastructure.
- Performed system upgrades to ensure optimal performance.
- Maintained inventory records of all installed equipment including software licenses.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Conducted regular maintenance checks on computers, servers, routers, switches.
- Performed continuous assessments of network structure, business content filters, and security firewalls.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Implemented network security measures such as firewalls and encryption protocols.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Liaised with vendors for procurement of IT hardware and software solutions.
- Implemented system security and data assurance software.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Worked with internal teams to deliver accurate information to customers.
- Utilized active directory to reset user passwords for employees.
- Implemented security fixes, operating system patches and antivirus software.
- Deployed wireless networks in accordance with industry best practices.
- Conducted system tests to identify problems related to software upgrades or installations.
- Implemented security measures such as antivirus software updates and patches for system vulnerabilities.
- Performed data backups on a regular basis to ensure business continuity.
- Created user accounts within Active Directory and granted appropriate permissions to access resources.
- Performed routine maintenance tasks such as disk defragmentation or virus scans.
- Tracked IT assets through asset management tools like ServiceNow or MECM (SCCM).
- Supported the installation of operating systems including Windows 10 and 11.
- Investigated incidents involving unauthorized access attempts or malicious code infections.
- Troubleshot and replaced hardware components, hard drives, memory and network cards.
- Assisted with the development of new applications or modifications to existing ones.
- Managed backup systems using tape drives or other storage media.
- Researched and explored new equipment and techniques to improve processes.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Conducted workflow analysis, space design or cost comparison analysis.
IT Specialist (INFOSEC/CUSTSPT)
US Army Space and Missile Defense
Colorado Sp, CO
05.2018 - 07.2019
- Provided excellent customer service, ensuring timely and professional assistance to all customers.
- Provided reliability/accessibility and prevented unauthorized access to network supporting 1,000+ end-users.
- Worked independently and provided attention to detail in diagnosing and resolving hardware and software problems.
- Assessed risks and vulnerabilities of systems to protect network life cycle, managed communications with personnel, and assisted in the transition of security policies in IA configurations.
- Investigated computer security incidents as they occurred, analyzed the root cause of incidents, documented findings, and recommended corrective actions.
- Performed security evaluations, audits, and reviews, utilized Windows Server Update Services (WSUSs ), and managed software vendor updates with MS System Center Configuration Manner (SCCM) to address vulnerability while complying with DoD and Department of the Army (DA) IA policies/regulations.
- Responded promptly to all reported security incidents by investigating them thoroughly and taking appropriate action where necessary.
- Implemented firewalls, intrusion detection systems, anti-virus software, and other related technology to protect organizational assets.
- Implemented security policies, procedures and standards to protect the organization's information systems from unauthorized access, modification and destruction.
- Conducted regular audits of IT systems to ensure compliance with corporate data security policies.
- Managed user accounts within Active Directory environment ensuring appropriate access rights are granted or removed when necessary.
- Provided guidance on cyber security awareness training for employees at all levels of the organization.
- Performed vulnerability scans using automated tools to detect any weaknesses in the system that could be exploited by attackers.
- Promoted security awareness among employees and clients to alleviate risks and breaches.
- Reviewed security bulletins and vulnerability patch releases.
- Analyzed security procedure violations and developed plans to prevent recurrence.
- Updated computer security policies and procedures upon learning of new risks.
- Coordinated security updates to avoid outages and downtime.
- Made recommendations to improve security procedures and systems.
- Audited networks and security systems to identify vulnerabilities.
- Resolved customer incidents and requests, updates problem-tracking systems, and discusses requirements with customers to identify and address their needs.
- Installed, configured, and tested software on customer workstations; and installed, configured upgrades, and troubleshoot hardware and software components.
IT/Global Operations Manager
US Army Reserve
Colorado Springs, CO
10.2017 - Current
- Responsible for managing and overseeing the performance of a team of five government contractors ensuring that their daily operations were conducted in a productive and efficient manner, in adherence to the organization's policies and objectives.
- Participated as a member and advisor in several special committees and projects, leveraging my expertise to develop and implement a charter and a Concept of Operations (CONOPS) for the command's cyber cell, designed to enhance the command's cybersecurity posture.
- Assisted the Deputy in preparing and coordinating various technical documents such as project authorization documents, operational benefit statements, cost comparisons of alternatives, status reports, requirements documentation, and risk analyses.
- Aided in the planning and scheduling the installation and deployment strategy of new hardware and software systems by conducting an in-depth analysis of the command's key networks, resulting in significant cost savings of approximately $250,000 for the Army.
- Proposed alternative courses of action for procuring Defense Cyber Operations (DCO) software, enabling the command to make informed decisions.
- Assisted the organization in comprehensive training on disaster recovery plans for essential systems designed to enable the organization to continue operations without any significant disruptions.
- Assisted the lead system administrator in creating reports on the equipment and software that were tested; evaluated the test results to identify any problem areas within the systems; analyzed the system's performance to find any weaknesses; ensured documentation of all phases of the network system functions, from design to maintenance.
- Collaborated with the lead system administrator to expertly manage and administer servers; detected and promptly resolved all server performance, availability, capacity, and configuration related problems to optimize system functionality.
- Assisted lead system administrator in creating custom system images compatible to virtualization technology
- Configured routers, and switches to prepare for deployment throughout the organization.
- Maintained an inventory of IT equipment and software licenses.
- Utilized active directory to reset user passwords for employees.
- Implemented security fixes, operating system patches and antivirus software.
- Implemented security measures such as antivirus software updates and patches for system vulnerabilities.
- Performed data backups on a regular basis to ensure business continuity.
- Monitored server performance metrics and identified potential areas for improvement.
- Provided technical support to users via phone, email, or in-person visits.
- Resolved and maintained workstation issues related to upgrades, software and hardware failures.
- Troubleshot and replaced hardware components, hard drives, memory and network cards.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems
IT/Global Operations Supervisor
US Army Reserve
Colorado Springs, CO
06.2015 - 10.2017
- Assisted with creating user manuals for newly installed software applications.
- Documented detailed descriptions of computer hardware components used within the organization.
- Provided guidance on best practices when using specific software packages or tools.
- Facilitated meetings between external vendors and senior management team members regarding potential partnerships or collaborations.
- Designed training programs for new employees on how to use various software applications effectively.
- Analyzed feedback from stakeholders to identify areas for improvement in existing systems and procedures.
- Investigated possible solutions to problems identified during routine maintenance checks.
Education
Senior Leadership Course
Cyber Center of Excellence
Fort Eisenhower11-2023
Associate of Science - Biotechnology
Houston Community College
Houston, TX05-2005
Skills
- Customer Service
- Problem-solving
- Server Administration
- TCP/IP Configuration
- Preventive Maintenance
- Virtualization and Cloud computing
- Disaster Recovery Planning
- Reverse Engineering
- Communication Security
- Application Security
- Network Security Management
Certifications
CompTIA Security + | DoD 8570IAT Level II certification | US Army
CCNA
LINUX
Microsoft Azure Fundamentals
Technical Competencies
Software: Microsoft Office 365, SharePoint, VMware, Splunk
Operating Systems: Linux/Unix, Windows Server 2008, 2016, Windows 10, 11
Processes: Change Management, Imaging, OSI Model, Active Directory
Timeline
PC Technician
Jacobs
06.2020 - Current
IT Specialist (INFOSEC/CUSTSPT)
US Army Space and Missile Defense
05.2018 - 07.2019
IT/Global Operations Manager
US Army Reserve
10.2017 - Current
IT/Global Operations Supervisor
US Army Reserve
06.2015 - 10.2017
Senior Leadership Course
Cyber Center of Excellence
Associate of Science - Biotechnology
Houston Community College