Henrietta Victor - Macarthy
Upper Marlboro,MD
Summary
Service-focused and adaptable professional with a Master’s degree in Cybersecurity Management and Policy, a Bachelor’s degree in Cybersecurity Management, and a minor in Health Services Management. Experienced in helpdesk support, technical troubleshooting, venue coordination, and stakeholder engagement across fast-paced environments. Skilled in managing day-to-day operations, organizing workflows, and creating positive experiences for diverse users. I bring a strong understanding of healthcare processes, security requirements, and compliance considerations, along with the ability to resolve issues with accuracy and patience. Known for supporting cross-functional teams, mentoring junior staff, and maintaining secure, stable systems that reduce downtime and enhance overall user satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Helpdesk / Systems Support Specialist
Continium Healthcare Service
04.2019 - Current
- Supported the daily operations of enterprise systems, including NetApp SAN storage, VMware Windows Server environments, and associated applications.
- Handled technical tickets and service requests, diagnosing issues quickly and keeping users informed throughout the resolution process.
- Provided Tier 2/3 support for escalated incidents, assisting less experienced technicians and sharing troubleshooting strategies to strengthen team performance.
- Installed, configured, and maintained hardware, software, and backup tools such as CommVault to help ensure data integrity and system resiliency.
- Contributed to infrastructure projects involving server upgrades, storage expansion, virtualization improvements, and technology refreshes.
- Collaborated with IT management, clinical staff, and business teams to communicate system status, discuss ongoing needs, and support organizational goals.
- Updated as-built diagrams, configuration records, and technical documentation for internal reference and compliance requirements.
- Supported disaster recovery plans by preparing servers, applications, and storage components necessary for continuity of operations.
- Monitored system performance and addressed issues proactively to prevent outages and reduce operational disruptions.
- Evaluated new tools and technology options through testing, research, and comparison of industry’s best practices.
- Delivered frontline support for desktops, laptops, mobile devices, printers, and clinical/business applications.
- Performed account management tasks, including password resets, access creation, and security group adjustments in Active Directory.
- Assisted with imaging and deploying Windows devices across multiple departments, ensuring reliable equipment for clinical and administrative staff.
- Documented issues-maintained communication with users and ensured timely follow-up through resolution.
Education
Master of Science (MSc) - Cybersecurity Management and Policy
University of Maryland Global Campus (UMGC)
Adelphi, MD05-2025
Bachelor of Science (BS) - Cybersecurity Management and Policy, Health Services Management
University of Maryland Global Campus (UMGC)
Adelphi, MD01.2024
Associate of Science (AS) - Health Information Management
Prince George’s Community College
Largo, MD01.2014
Skills
- Helpdesk & Technical Support
- NetApp SAN Administration
- CommVault Backup & Recovery
- VMware ESX / Virtual Infrastructure
- Windows Server
- Active Directory
- Incident Management
- Problem Management
- Change Management
- Disaster Recovery
- Business Continuity
- System Monitoring
- Performance Optimization
- Software Deployment
- Hardware Deployment
- Documentation
- Training
- Knowledge Base Creation
Certification
- CompTIA Security+ (If applicable)
- ITIL Foundation (If applicable)
- Planned: Epic Certification in assigned module (within 120 days of hire)
Additional Information
Strong organizational and multitasking abilities., Highly effective communicator with customer-focused mindset., Ability to work hybrid/remote and support occasional weekend go-lives
References
Available upon Request
Timeline
IT Helpdesk / Systems Support Specialist
Continium Healthcare Service
04.2019 - Current
Master of Science (MSc) - Cybersecurity Management and Policy
University of Maryland Global Campus (UMGC)
Bachelor of Science (BS) - Cybersecurity Management and Policy, Health Services Management
University of Maryland Global Campus (UMGC)
Associate of Science (AS) - Health Information Management
Prince George’s Community College