Keyaira Wilson
Montgomery,United States
Summary
Highly skilled Information Technology Specialist with over 6 years of military experience, a Top Secret security clearance, CompTIA Security+ Certification and EC-Council Ethical Hacking Certification. Seeking a challenging position in the IT industry to utilize my expertise in network administration, technical support, risk management and the implementation of security solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Specialist (Customer Support)
187th Fighter Wing (AL ANG)
06.2022 - Current
- Provided desktop support to over 1,000 clients, minimizing downtime through phone and in-person assistance.
- Utilized Remedy ticket system to triage and address helpdesk tickets.
- Responded to user inquiries, troubleshooting hardware/software issues and providing technical support.
- Identified, isolated, and repaired computer equipment; conducted preventive maintenance.
- Managed hardware and software, ensuring optimal operation and adherence to policies.
- Installed and configured operating systems and applications.
- Used Active Directory for user account management, including creation, modification, deletion, and access control.
- Reported security incidents and executed corrective procedures as per KBA.
- Performed configuration management and troubleshooting for SharePoint applications.
- Planned and implemented installation/maintenance for Microsoft Office Suite and PWCS.
- Provided customer support, training, and technical assistance to ensure minimal disruptions in IT systems operations.
- Proactively interacted with users to ensure proper system operation; demonstrated processes and provided orientation for new users.
- Offered technical assistance with software installations, hardware configurations, and communication networking.
- Instructed customers on data access, processing efficiencies, and program recovery techniques.
IT Specialist (Network)
Alabama Air National Guard 187 FW/CF
11.2017 - Current
- Administered base LAN and WAN, ensuring optimal network performance and compliance with operational standards.
- Monitored network systems for hardware/software functionality; identified and resolved issues promptly.
- Responded to customer assistance requests and handled trouble reports efficiently.
- Troubleshot hardware, software, and LAN/WAN problems; implemented corrective actions and system adjustments.
- Managed partial system failures and optimized network performance by revising applications and procedures.
- Diagnosed application problems, collaborated with programmers, and minimized service interruptions through targeted corrective actions.
- Documented problem resolutions and technical procedures for future reference.
- Ensured network security compliance with established plans, policies, and standards.
- Resolved connectivity and interoperability conflicts between network components.
- Analyzed equipment reliability and usage reports; identified and corrected issues and recommended optimizations.
- Assisted network technicians with installation, implementation, integration, and maintenance of networked systems.
- Assessed organizational needs for LAN/WAN systems; ensured proper hardware and software implementation.
- Analyzed network reports to identify potential problems and communicated findings to management.
- Implemented new hardware and software systems, maintaining configuration oversight and ensuring system backups.
- Assisted in resolving complex problems alongside experienced specialists; analyzed and resolved trends and issues.
- Recorded and tracked problem reports, building a knowledge base for future resolutions.
- Researched and provided feedback on customer support trends; recommended system use modifications and upgrades.
- Developed new procedures for software operation and configuration management.
- Installed upgrades and modifications on customer workstations; provided user training and support.
- Maintained and wrote sections of operating and user manuals.
- Coordinated with network customers, system support personnel, and vendors to resolve network and software anomalies.
- Consulted with customers on potential system or program upgrades.
- Developed and maintained a trouble resolution database; administered and managed customer accounts.
- Created and deleted user accounts, managed passwords, and ensured firewall protections to prevent virus infiltration.
- Created and maintained databases and applications programs; modified programs to accommodate new data and outputs without altering original logic.
- Managed and maintained servers, performed updates, patches, and backups for system stability and security.
- Managed Controlled Cryptographic Items (CCI) and performed configuration management.
- Reported and resolved DNS and spectrum interference incidents.
Education
M.S. in Cybersecurity and Information Assurance -
Western Governor’s University
Salt Lake City, UT06.2024
B.S. in Chemistry -
Auburn University at Montgomery
Montgomery, AL01.2022
High School Diploma -
Escambia County High School
Atmore, AL01.2018
Skills
- Network administration
- Hardware maintenance and troubleshooting
- Technical support and customer service
- LAN/WAN configuration and optimization
- Software installation and configuration
- Active Directory management
- Security incident reporting and resolution
- Microsoft Office Suite expertise
- DNS management
- Incident Response
- Network Security
- Vulnerability Assessment
- Log Analysis
Availability
Permanent/Contract/Part-time, Full-Time
Certification
- CompTIA Security+ Certification
COMP001022061470 (June 08, 2022) - EC-Council Certified Ethical Hacker
ECC1450679823 (December 2023)
Jobrelatedtraining
- Cyberspace Fundamentals, 02/2022
- Introduction to Systems Operations, 03/2022
- System Servers, 03/2022
- Implement Virtualization, 04/2022
- Operating Systems, 04/2022
- Troubleshooting, 05/2022
- System Operations Security, 06/2022
- CompTIA Security + Certification, 06/08/2022, 2SZLGNH52F4QQMGK, http://verify.CompTIA.org
- CompTIA A+ Training, 06/2022, Installing Hardware, Networking Tools, Display Components, Comparing Common Operating Systems, Disk Partitioning, File System Types and Formatting
- CompTIA Network+ Training, 06/2022, Modems, Media Converters, Switches, Hubs, Routers, Bridges, Network Types
- MCSA Windows Server 2016 Training, 06/2022, DNS Database Zones, Record Types, Understanding DHCP, Server Roles, Server Features
- Cisco CCNA Training, 06/2022, Ethernet Evolution and Standards, Ethernet Connections, Network Access, VLAN Configuration & Inter switch
- EC-Council Certified Ethical Hacker, ECC1450679823, 12/2023
References
- MSgt Barry Jackson, AL ANG (187th Fighter Wing), 187 CF/SCOO NCOIC, (334) 394-7428, Barry.Jackson.5@us.af.mil
- Maj. Carlton Thomas, AL ANG (187th FW), 187 CF/SCO Commander, (334) 394-7406, Carlton.thomas.2@us.af.mil
- Col Joseph Roberson, AL ANG (226th CCG), 226 CCG/SCO Commander, (334) 230-4031, joseph.roberson.2@us.af.mil
Timeline
IT Specialist (Customer Support)
187th Fighter Wing (AL ANG)
06.2022 - Current
IT Specialist (Network)
Alabama Air National Guard 187 FW/CF
11.2017 - Current
M.S. in Cybersecurity and Information Assurance -
Western Governor’s University
B.S. in Chemistry -
Auburn University at Montgomery
High School Diploma -
Escambia County High School
- CompTIA Security+ Certification
COMP001022061470 (June 08, 2022) - EC-Council Certified Ethical Hacker
ECC1450679823 (December 2023)
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