Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Isaiah Thomas

Manassas,Prince William

Summary

Friendly Help Desk Technician/Service Technician with 4 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Seeking opportunities within the information technology field where inherent skills and knowledge can be applied and enhanced. Eager to provide exceptional value as I learn and grow. Authorized to work in the US for any employer.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Security Monitor

Amentum
10.2023 - Current
  • Reduced theft incidents by conducting regular patrols and monitoring high-risk areas.
  • Acted as liaison between company management and local law enforcement agencies, fostering strong relationships for improved collaboration.
  • Contributed to risk assessment initiatives by identifying vulnerabilities within th premises and recommending corrective actions.
  • Trained new security personnel, leading to an increase in team efficiency and effectiveness.

Helpdesk

Octo Consulting
06.2022 - 08.2022
  • Intake support tickets through open project, redmine, and jira
  • Provide technical assistance to end-users who have issues with their system, device, access, or performance issues
  • Confer with staff/management to establish requirements
  • Escalate unresolved queries to next-level support
  • Provide support in person, over the phone, or through remote access
  • Configured hardware, devices, and software to set up workstations for employees
  • Installed, modified, and repaired software and hardware to resolve technical issues
  • Maintained office PCs, networks and mobile devices

Administrative assistant

SCIF Liaison, Zolon Tech
06.2021 - 08.2021
  • Ensured only specified employees had access to sensitive information
  • Ensured executives and certain staff had full access to everything required for their duties
  • Utilized badging software in order to grant proper levels of access to all personnel
  • As the Liaison for the SCIF, I oversaw all personnel entry to the security facility
  • Including badging, granting badges and access to the facility, and observing security operations
  • As I was an intern this was only a temporary position through the span of the Summer., Provided superior administrative support to youth nonprofit organizations
  • Promotes to office assistant after 1 month of volunteer work and to office assistant 3 months later due to my ability to quickly adapt to the processes and needs of the organization
  • Provided critical administrative assistance to office staff, reviewed documents, processed travel documents, managed visitor request
  • Helped facilitate meaningfully customer interactions
  • Aided in the planning of meetings/travel
  • Assisted with establishing effective timeframes and usage
  • Scheduled office meetings and client appointments for staff teams

Customer service rep

I AM I.L.L.L LLC
01.2015 - 08.2020
  • Maintains comprehensive knowledge of company products and services to address customer needs and inquiries effectively; consistently created memorable customer interactions, assisted customers by providing directions, answering questions, managing complaints, and performing other specific services as assigned.

Education

Aas cybersecurity, NORTHERN VIRGINIA COMMUNITY COLLEGE
01.2020 - Current

Cybersecurity Boot Camp, GEORGE WASHINGTON UNIVERSITY
07.2021 - 2021.05

Skills

  • Application support

  • Software diagnosis

  • Workplace Etiquette

  • Teamwork and Collaboration

  • Excellent Communication

  • Helpdesk support

Certification

Top Secret Clearance

Software

Windows OS (4 years)

Timeline

Security Monitor

Amentum
10.2023 - Current

Helpdesk

Octo Consulting
06.2022 - 08.2022

Cybersecurity Boot Camp, GEORGE WASHINGTON UNIVERSITY
07.2021 - 2021.05

Administrative assistant

SCIF Liaison, Zolon Tech
06.2021 - 08.2021

Top Secret Clearance

02-2021

Aas cybersecurity, NORTHERN VIRGINIA COMMUNITY COLLEGE
01.2020 - Current

Customer service rep

I AM I.L.L.L LLC
01.2015 - 08.2020

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Isaiah Thomas