Mick Hjelmaa
Seattle,WA
Summary
Results-driven IT professional with notable success in planning, analysis and implementation of security initiatives. Strengths in providing comprehensive network design and security frameworks. Certified in Cyber Security.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Support Specialist 2
Seattle School District
02.2018 - Current
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Diagnosed, troubleshot and resolved network and system problems.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored systems in operation and quickly troubleshot errors.
- Configured security settings and granted system access to groups and individuals.
- Maintained computer systems, installed and upgraded new systems.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Worked effectively in both independent and team environments to exceed IT goals.
IT Field Support Specialist
Renton School District
05.2013 - 02.2018
- Technical support for nine buildings and 5000 end users
- Configured hardware, devices, and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
Web Designer/Database Manager/Graphic Designer/ IT Tech
Avikai Medical Spa
03.2008 - 04.2010
- Kept software up to date and monitored website for security vulnerabilities to boost overall security.
- Developed graphic and image assets for both content and digital marketing efforts.
- Determined coding requirements for specialized scripts.
- Promoted brand identity by creating company logos and delivering attractive, user-friendly and unique website.
- Oversaw web platform testing, troubleshooting and user sampling prior to live deployment.
It Services Helpdesk/Technician
South Seattle Community College
01.2008 - 07.2008
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
Education
Master of Science - Cyber Security & Information Assurance
Western Governors University
2023
BA - Cyber Security & Information Assurance
Western Governors University
2022
A.A.S Degree - Network Administration
South Seattle Community College
2012
Oliver M. Hazen High School
2006
Skills
- Vulnerability Scanning
- Penetration Testing
- SCCM
- Linux
- Active Directory
- HTML
- Issue and Resolution Tracking
- Risk Mitigation Strategies
- SQL Injection
- Root Cause Analysis
- Policy Standards and Guidelines
- Operation and Information Security
- Computer Forensics
- Security Recommendations
- System Administration
- Surveillance System Monitoring
- Antivirus Management
- Hardware Evaluation
- Hardware Repair
- Configuring Devices
- Friendly and Patient
Certification
ISC2
- CISSP
Comptia
- CASP+
- CYSA+
- PENTEST+
- SECURITY+
- NETWORK+
- A+
- PROJECT+
Axelos
- ITIL Foundation Certificate
Timeline
Technical Support Specialist 2
Seattle School District
02.2018 - Current
IT Field Support Specialist
Renton School District
05.2013 - 02.2018
Web Designer/Database Manager/Graphic Designer/ IT Tech
Avikai Medical Spa
03.2008 - 04.2010
It Services Helpdesk/Technician
South Seattle Community College
01.2008 - 07.2008
Master of Science - Cyber Security & Information Assurance
Western Governors University
BA - Cyber Security & Information Assurance
Western Governors University
A.A.S Degree - Network Administration
South Seattle Community College
Oliver M. Hazen High School
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