Mikaylah Trammell
Oxnard,CA
Summary
Successful at problem-solving computer-related and network problems with an efficient and organized approach. Specializing in high paced environments and well-versed in adapting to the latest updates.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Information Systems Technician
United States Navy, USN
08.2021 - Current
- Handled initial troubleshooting and escalation of service requests.
- Trained users on how to properly operate equipment and software programs.
- Used ticketing systems to manage and process support actions and requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Assisted with updating technical support best practices for use by team.
- Compiled and accurately entered data for each customer encounter to record in system.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Documented support interactions for future reference.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Configured hardware and granted system permissions to new employees.
- Provided basic end-user troubleshooting and desktop support.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Implemented security policies and distributed updates to end users.
- Installed, configured and patched user hardware and software.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed and configured network printers and other peripheral devices.
- Monitored networks and network devices to resolve technical problems quickly.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Analyzed network traffic and performance metrics to optimize system performance.
Education
High School Diploma -
Jackson High School
Massillon, OH05.2021
Skills
- Software Updates and Management
- Networking Issues
- Network and System Administration
- Troubleshooting
- End-User Support
- Inventory Oversight with attention to detail
- Permissions and Access Control
- IP Addressing and Subnetting
- VoIP Systems
- Network Firewall Management
Certification
- Cyber Defense Analyst:
-Indicators of Compromise
-Intrusion Detection Systems
-Incident Response
-Packet Level Analysis
-Security Information and Event Management
-Vulnerability Assessments
- Cyber Defense Infrastructure Support Specialist
-Installing, Configuring and Troubleshooting
-Incident Response
-Network Access Controls
-Network Access Controls
-Network Device Hardening
-Secure Communications
-Securing WiFi
- Cloud Computing Security
- Coding 101
- Wireless Network Security
Timeline
Information Systems Technician
United States Navy, USN
08.2021 - Current
High School Diploma -
Jackson High School
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