Jonathan Hales
Excelsior Springs,MO
Summary
Dedicated and results-driven Desktop Administrator with four years of experience in providing technical support, managing IT systems, and ensuring optimal performance in fast-paced environments. Known for my strong work ethic, attention to detail, and commitment to excellence, I am passionate about leveraging my skills and expertise to contribute to the success of an organization. Skilled in troubleshooting hardware and software issues, implementing security measures, and providing top-notch customer service. Adept at collaborating with cross-functional teams to achieve organizational goals and deliver exceptional IT solutions. Seeking to further develop my career and make a positive impact in a dynamic and innovative work environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Desktop Administrator
Booz Allen Hamilton, BAH
Leavenworth, KS
01.2020 - Current
- Provided technical support to users with computer problems or inquiries.
- Set up user accounts, profiles, and passwords in accordance with company policies, mostly Jira/Confluence and AD.
- Monitored system performance and troubleshot network connectivity issues.
- Performed regular maintenance tasks including patch management, virus scans, disk cleanups.
- Established procedures for handling sensitive data according to security protocols.
- Developed technical documentation such as user manuals and training materials.
- Tested new technologies before deploying them into production environment.
- Collaborated with other departments such as IT Security or Network Administration teams when needed.
- Provided technical support and assistance to end-users in resolving hardware, software, and network-related issues.
- Conducted regular system updates, patches, and software installations to ensure system stability and security.
- Utilized ACAS (Assured Compliance Assessment Solution) to conduct vulnerability scans, analyze scan results, and remediate security issues on IT systems.
- Implemented RMF (Risk Management Framework) procedures and guidelines to assess and authorize IT systems for compliance with security standards and regulations.
- Collaborated with security teams to ensure ongoing compliance with RMF requirements and address security vulnerabilities in a timely manner
Sr. Service Desk Analyst
Strategic Data Systems
Cincinnati, OH
08.2018 - 01.2020
- Provided tier 2 and tier 3 technical support to end-users in an enterprise call center environment, resolving complex hardware, software, and network issues.
- Managed and prioritized incoming service desk tickets, ensuring timely resolution and adherence to SLAs (Service Level Agreements).
- Conducted root cause analysis of recurring issues and implemented proactive solutions to prevent future occurrences.
- Collaborated with cross-functional teams, including IT infrastructure, software development, and security, to resolve escalated issues and implement system improvements.
- Help Desk Software: Remedy
- Hardware: Desktops, Laptops, Printers, Mobile
- Networking: TCP/IP, DNS, DHCP, VPN Devices
- Troubleshooting: Hardware, Software, Network, Connectivity Issues
Education
Some College (No Degree) - B.S Cloud Computing
Western Governors University
Salt Lake City, UTSome College (No Degree) - Systems & Security Administrator
Centriq
Leawood, KSSkills
- Expertise in utilizing Assured Compliance Assessment Solution (ACAS) for vulnerability scanning, configuration management, and compliance monitoring
- End-User Training
- Excellent communication and interpersonal skills
- Asset Management
- Strong problem-solving and analytical abilities
- Ability to thrive in a fast-paced, high-pressure environment
- Proven track record of delivering exceptional customer service
- Familiarity with cloud computing platforms, such as Microsoft Azure
- Knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPNs
- Proficient in operating systems: Windows (all versions)
Certification
- CompTIA A+
- CompTIA Project +
- CompTIA Network +
- CompTIA Security + CE
- Microsoft Azure Solutions Architect Expert
- Microsoft Azure Fundamentals
Timeline
Desktop Administrator
Booz Allen Hamilton, BAH
01.2020 - Current
Sr. Service Desk Analyst
Strategic Data Systems
08.2018 - 01.2020
Some College (No Degree) - B.S Cloud Computing
Western Governors University
Some College (No Degree) - Systems & Security Administrator
Centriq