Isaiah Leday
Converse
Summary
Professional support specialist with strong background in troubleshooting, technical support, and customer service. Skilled in resolving hardware and software issues efficiently and effectively. Known for collaborative approach and adaptability to evolving needs, ensuring optimal team performance and user satisfaction. Reliable, resourceful, and focused on achieving results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
G6 Help Desk Technician
Digital Consultants, LLC
11.2024 - Current
- Delivered comprehensive technical support by troubleshooting, diagnosing, and resolving customer application issues, ensuring seamless business operations.
- Streamlined IT infrastructure by managing Active Directory environments, including user account creation, group policy management, and security permissions.
- Minimized downtime and optimized performance by configuring and maintaining computer systems, networks, and peripheral devices.
- Maintained system integrity through the deployment of patches, hardware/software configurations, and effective configuration management.
- Enhanced device security and compliance by applying STIG configurations across multiple systems.
- Achieved a 99.6% resolution rate by efficiently managing and prioritizing help desk tickets using the ServiceNow ticketing system, meeting SLA targets.
- Provided Tier 1 and Tier 2 technical support to over 1,400 Army personnel, ensuring rapid issue resolution and high customer satisfaction.
- Utilized tools like RDP and DameWare to remotely connect and resolve technical issues efficiently.
- Reduced cyber risks by educating end-users on system security and data protection best practices.
- Ensured secure remote access through proficient configuration and management of Cisco VPN solutions.
- Strengthened network security by administering Certificate Authorities, enhancing encryption and authentication.
- Successfully imaged and configured over 500 devices for the Department of Defense, ensuring secure and efficient deployment of critical systems.
- Supervisor: Williams, Shire (210-221-2002)
Missile Tech Lead (94T, AD)
U.S Army: 31st BDE/ 5-5 ADA
05.2020 - 05.2024
- Managed 12 team members to ensure day-to-day consistency and quality operations
- Performed maintenance and repairs on the Land-Based Phalanx Weapon System (LPWS), ensuring optimal performance and reliability in defense operations
- Troubleshooting, replacing, and/or repairing machine components including cylinders, pumps, gears, switches, and bearings
- Efficiently Utilize schematics, drawings, specifications, and General Purpose Electrical / Electronic Test Equipment (GPETE) to troubleshoot and repair faults in the systems /equipment
- Monitored system performance and conducted routine inspections, implementing preventive measures to avoid potential malfunctions
- Maintained and serviced gyroscopes, sights and other electro-optical fire control components
- Experience with low and high voltage electricity
- Assisted in the installation and integration of LPWS components, coordinating with engineering teams to ensure proper setup and functionality
- Adhered to safety protocols and procedures, ensuring a safe working environment and compliance with regulatory standards
- Executed IT-related tasks including setting up, configuring, and maintaining computer networks, servers, and communication systems, ensuring seamless and secure information flow critical to mission success
- Designed and deployed robust IT infrastructures, including hardware and software solutions, to enhance system performance and reliability
- Conducted regular system evaluations and upgrades to meet evolving operational demands
- Supervisor: SSG Brittany Hamlin (267-582-1012)
Cybersecurity Engineer Program
Total Cyber Solutions
01.2024 - 04.2024
- Three-month intensive cybersecurity program geared towards teaching foundational and intermediate security, networking, SOC, Splunk, Python, Risk management, Critical Controls, as well as other cybersecurity skills
- Anticipate breaches in security caused by hackers through analysis of port networks in a desktop environment
- Utilize cryptographic hash function to install various security measures, firewalls, and data encryption
- Experience with command line tools to manage, configure, and monitor activity on the network
- Analyze reports from SIEM and SOAR tools to identify unusual behavior on the network
- Plan and recommend system hardening changes to increase the security of the network, including implementation of security patches
- Supervisor: Randy "Red" Kohler (trainer@justcallmered.com)
Education
Bachelor of Science - Information Technology - Information Assurance
American Intercontinental University
07-2026
Skills
- IT Operations
- Technical Documentation & Compliance
- TCPDump
- WireShark
- NMAP
- Customer Service
- Remote support
- Hardware repair
- Remote support
- Hardware repair
- Issue resolution
- Remote system analysis
Certification
- COMPTIA Security+
- EC-Council CEH
Security Clearance
Secret
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Timeline
G6 Help Desk Technician
Digital Consultants, LLC
11.2024 - Current
Cybersecurity Engineer Program
Total Cyber Solutions
01.2024 - 04.2024
Missile Tech Lead (94T, AD)
U.S Army: 31st BDE/ 5-5 ADA
05.2020 - 05.2024
Bachelor of Science - Information Technology - Information Assurance
American Intercontinental University
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