Gideon Debass
Woodbridge,USA
Summary
Motivated IT professional with extensive experience in end-user support, network operations, system administration, and IT project management. Skilled in troubleshooting complex technical issues, developing documentation, and mentoring junior staff. Proven expertise in delivering seamless solutions across fast-paced corporate environments and government agencies. Strong collaborator in hybrid work settings, ensuring efficient operations and exceptional customer service.
Overview
2
2
years of professional experience
1
1
Certification
Work History
NOC - Tier 3
U.S. Small Business Administration
09.2024 - Current
- Monitor, troubleshoot, and resolve escalated network issues at the Tier 3 level
- Maintain system uptime by coordinating with cross-functional teams to resolve outages and performance bottlenecks
- Document network issues, incident resolutions, and operational processes for future reference and training
- Provide support for system administration tasks, including user account management and security protocols
- Collaborate with leadership to optimize network performance and align operations with business goals
IT Specialist T-3
FDA (Food and Drug Administration)
06.2024 - 09.2024
- Delivered high-level technical support, resolving complex issues efficiently
- Provided coaching and mentoring to junior staff, enhancing their troubleshooting capabilities
- Developed comprehensive documentation for IT processes, fostering knowledge sharing across teams
- Assisted with system administration tasks, ensuring compliance with federal standards
End-User Support Specialist
HumanTouch LLC
11.2023 - 06.2024
- Provide remote software troubleshooting and support for printers, scanners, and mobile devices
- Lead technician for PC refresh projects, ensuring smooth imaging and deployment of new systems
- Maintain Service Level Agreements (SLA) on all support requests, meeting performance targets
- Troubleshoot and resolve issues for video teleconferencing (VTC) setups to ensure seamless operations
End-User Technical User
Synology USA
12.2022 - 02.2023
- Created and maintained knowledge base articles to enhance troubleshooting efficiency
- Diagnosed and resolved RAID system and network issues via remote and phone support
- Led cross-functional meetings to review support statistics and implement resolution strategies
IT Repair & Logistics Lead
Reliant Group via Alaska Airlines
05.2022 - 12.2022
- Provided hardware support across multiple teams and operating systems
- Coordinated office relocations, ensuring seamless network and hardware transitions
- Managed the testing, decommissioning, and inventory tracking of IT assets
- Trained IT interns in hardware troubleshooting, ensuring they developed practical skills
- Administered Microsoft Exchange 365 and on-premise accounts
Education
Bachelor of Science - Information Systems
George Mason University
12.2023
Associate of Science - Business Administration
Northern Virginia Community College
12.2020
Skills
- ServiceNow
- Cherwell
- Active Directory
- MS Teams Admin
- MS Exchange
- RSA Token
- Cisco AnyConnect
- Zscaler
- Microsoft Intune
- Microsoft Azure Admin
- MS Remote Desktop
- BeyondTrust
- Dell/HP Hardware
- HP Printers/Scanners
- Microsoft Teams/Exchange
- Microsoft Office Suite
- Adobe Suite
- RAID systems
Certification
- CompTIA A+ Certification (Core Series 1001-1002)
- CompTIA Network+ Certification
- Microsoft Office Specialist (MOS)
Professionalorganizations
Year Up, 09/01/20, 07/01/21, Completed intensive IT training focused on technical skills, professional development, and real-world projects.
Achievementsprojects
- PC Refresh Initiative Lead: Successfully led a comprehensive PC refresh initiative for HumanTouch LLC, imaging and deploying new systems with minimal downtime.
- Knowledge Base Development: Authored and maintained knowledge-based articles at Synology USA, improving first-call resolution rates by 20%.
- Network Migration & Office Relocation: Coordinated the relocation of IT infrastructure during multiple office moves with Reliant Group.
- Cloud Integration Capstone Project: Designed a cloud-based data integration platform during studies at George Mason University.
- NOC Tier 3 Network Optimization: Spearheaded network monitoring and troubleshooting at the U.S. Small Business Administration.
- Junior Staff Mentorship Program: Mentored IT interns and junior technicians, developing hands-on troubleshooting exercises.
- RAID System Recovery & Support: Provided advanced RAID troubleshooting at Synology USA, recovering customer data remotely.
- Federal IT Compliance Documentation: Contributed to IT compliance documentation at the FDA, aligning with NIST standards.
- Microsoft 365 & Active Directory Administration: Managed accounts through Microsoft Exchange 365 and Active Directory.
- VTC Setup & Troubleshooting: Supported VTC systems for executive-level meetings, resolving issues in real time.
- Incident Response and SLA Compliance: Monitored incident response metrics, ensuring SLA compliance.
- Virtualized Lab Environments: Deployed virtual lab environments with VMware and Azure.
Timeline
NOC - Tier 3
U.S. Small Business Administration
09.2024 - Current
IT Specialist T-3
FDA (Food and Drug Administration)
06.2024 - 09.2024
End-User Support Specialist
HumanTouch LLC
11.2023 - 06.2024
End-User Technical User
Synology USA
12.2022 - 02.2023
IT Repair & Logistics Lead
Reliant Group via Alaska Airlines
05.2022 - 12.2022
Associate of Science - Business Administration
Northern Virginia Community College
Bachelor of Science - Information Systems
George Mason University
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