Mario Reese
Prattville,AL
Summary
Highly motivated IT Service Desk Analyst with a strong background in network management and security. Seeking a challenging position to apply skills and knowledge. Over 5 years of comprehensive experience in network and security. Currently serving as a Network Technician at DISA Global Solutions, Inc. Designing, implementing, and maintaining secure and reliable network infrastructure for the transportation industry. Expertise validated by the AWS Certified Security - Specialty credential, demonstrating proficiency in safeguarding AWS workloads and data. Possess data analysis proficiencies and Azure 900 knowledge, enabling optimization of network performance and efficient troubleshooting of issues. Actively contributing to the development and testing of pioneering network features and solutions in collaboration with adept network engineers and administrators. Leveraging cutting-edge AWS and Azure cloud services and tools to enhance network resilience and fortify security measures. Unwavering passion for continual growth in networking and security fuels enthusiasm for learning novel technologies and embracing industry best practices. Values teamwork, innovation, and customer satisfaction while wholeheartedly dedicating to DISA's mission of delivering exceptional and compliant network solutions. Detail-oriented IT Service Desk Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
SAIC
04.2024 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Assisted in development of system security protocols.
- Patched software and installed new versions to eliminate security problems and protect data.
Network Technician
DISA
01.2022 - 03.2024
- Installed and configured network infrastructure components, such as routers, switches, and firewalls, ensuring optimal performance and security
- Diagnosed and resolved network issues by utilizing troubleshooting techniques to identify and address root causes, minimizing downtime and improving system reliability
- Collaborated with cross-functional teams to design and implement network upgrades and expansions, ensuring seamless integration and scalability
- Conducted regular network maintenance activities, including software updates, patches, and backups, enhancing network stability and data protection
- Monitored and responded to system and network events/alarms
- Demonstrated the ability to manage multiple priorities simultaneously
- Performed troubleshooting to identify, resolve, and provide root cause analysis and solutions for network-related issues
- Utilized various software tools, including Computer Associates Spectrum, Splunk, Microsoft Outlook, Microsoft Teams, Microsoft Excel, VMware Horizon VDI, Cisco Jabber, and more
- Managed and troubleshooted VLANs, Border Gateway Protocol (BGP), Open Shortest Path First (OSPF) areas, LACP, and layer one links
- Supported a large complex data and voice network infrastructure using network monitoring and management tools
- Designed and developed processes and documentation for lower-level technicians
- Directed intermediate-level technicians as needed to complete projects and tasks
- Performed incident management duties, such as opening, investigating, and resolving tickets, utilizing ServiceNow ITSM software
- Managed security operations for 1000 computers in network, related systems and maintenance protocols.
IT Help Desk
University of Alabama
01.2017 - 12.2021
- Researched and resolved user queries, debugging problems, and maintaining workstation and LAN performance to provide technical assistance
- Detected and resolved issues, finding answers and assisting customers through remedial measures to deliver effective solutions
- Wrote and maintained documentation, improving client references and ensuring accurate information
- Recognized learning problems and proposed instructional language to contribute to the creation of client training programs
- Proposed equipment and approaches to accommodate client impairments
- Monitored service agreement compliance to avoid legal issues
- Identified and fixed system issues to enhance performance
- Participated in educational programs and maintained personal networks to stay updated on job knowledge
- Achieved information systems and organizational objectives by accomplishing associated outcomes as needed
- Provided remote technical support, troubleshooting hardware and software issues, and resolving 80% of reported incidents within agreed service level agreements
- Analyzed IT help desk systems and procedures, identifying areas for improvement and implementing streamlined processes, resulting in a 20% reduction in average resolution time
- Collaborated with cross-functional teams to implement and support new IT projects, including system upgrades, software installations, and network configurations, ensuring smooth operations and minimal disruptions
- Conducted user training sessions on new technologies and software applications, effectively enhancing end-users' technical skills and knowledge, resulting in a 30% decrease in help desk ticket volume related to basic user errors
Calvary Scout
United States Army
12.2012 - 08.2016
- Conducted reconnaissance missions to gather intelligence and perform surveillance on enemy positions, utilizing advanced technology and equipment for accurate reporting and situational assessment
- Led and trained a team of soldiers in combat operations, ensuring efficient execution of tasks and adherence to safety protocols, resulting in successful mission outcomes
- Utilized expert knowledge of terrain and enemy tactics to effectively plan and execute offensive and defensive maneuvers, contributing to the overall success of military operations
- Maintained and operated various military vehicles and weapons systems, ensuring proper functionality and readiness for combat engagements, contributing to the unit's operational capability
- Supervised security of $1,000,000 worth of highly sensitive equipment.
Education
Masters - Cybersecurity
Southern New Hampshire University
New Hampshire, OH05-2025
Master's - Sports Management
University of Alabama
Tuscaloosa, AL07.2021
Bachelor's - Excerise Science
University of Alabama
Tuscaloosa, AL08.2020
Skills
- Communication skills
- Problem-solving abilities
- Leadership qualities
- Technical proficiency
- Remote support
- Network troubleshooting
- Incident management
- Technical troubleshooting
- TCP/IP
- Network configuration
- Ticket management
Certification
- 10/2022, CompTIA Security+
- 10/2022, AWS Cloud Practitioner
- 10/2022, AWS Security Specialty
- 10/2022, CCNA
- 10/2022, Secret Clearance
Web
www.linkedin.com/in/mario-reese-m-s-7179221a5
Timeline
IT Service Desk Analyst
SAIC
04.2024 - Current
Network Technician
DISA
01.2022 - 03.2024
IT Help Desk
University of Alabama
01.2017 - 12.2021
Calvary Scout
United States Army
12.2012 - 08.2016
Masters - Cybersecurity
Southern New Hampshire University
Master's - Sports Management
University of Alabama
Bachelor's - Excerise Science
University of Alabama
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