Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rachael Parks

Greenbelt,MD

Summary

Motivated IT professional with over 6 years of experience in technical support, system analysis, and IT infrastructure. Adept at identifying and mitigating security risks, troubleshooting complex systems, and implementing secure solutions. Currently pursuing a Master’s in Cybersecurity from UMGC (expected Winter 2025) to transition into an Information Systems Engineer role, leveraging expertise in system monitoring, access management, and threat remediation to safeguard organizational assets.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Tier 1 Help Desk Specialist for VIP

CACI
National Harbor , MD
05.2021 - 04.2023
  • Delivered remote and onsite IT support for VIP clientele across the Washington Metro Area, ensuring secure system access and operational continuity.
  • Created and managed user accounts, implementing access controls and verifying compliance with organizational security standards.
  • Diagnosed and resolved advanced issues related to Active Directory, network connectivity, and application functionality.
  • Documented system anomalies and security incidents, contributing to organizational knowledge bases.
  • Recommended system modifications to enhance security and reduce vulnerabilities, resulting in a measurable decrease in recurring issues.

Help Desk Technician IRS-TISO (Remote)

Free Alliance
New Carrollton, MD
06.2019 - 09.2020
  • Patched software vulnerabilities and installed secure versions, eliminating system security risks.
  • Identified and removed malware, ransomware, and other security threats, safeguarding IRS data and infrastructure.
  • Utilized KISAM for incident management, remotely resolving complex PST file issues and ensuring data integrity.
  • Conducted follow-ups to ensure optimal client satisfaction and the effectiveness of implemented solutions.

IT Support Specialist

Metropolitan Protective Services, Inc.
Hyattsville, MD
10.2017 - 06.2019
  • Collaborated with software developers to resolve errors and deploy secure application fixes.
  • Configured secure hardware and software systems, ensuring robust data protection measures.
  • Responded to end-user IT incidents, utilizing test scripts and troubleshooting techniques to maintain system availability.
  • Conducted training sessions to improve user understanding of cybersecurity best practices.

Education

M.D. - Master of Science in Cybersecurity

University of Maryland Global Campus (UMGC)
01-2025

Bachelor of Arts - Strategic Communications

Hampton University
Hampton
05-2017

Skills

  • Cybersecurity: Vulnerability Management, Malware Removal, Threat Mitigation
  • System Engineering: Active Directory, Application Support, Network Infrastructure Monitoring
  • Security Tools: Bomgar, KISAM, Remedy, LEIMS, ServiceNow
  • Technical Skills: MS Office, Adobe InDesign, Remote System Analysis
  • Processes: Incident Response, System Access Management, Technical Documentation

Certification

  • CompTIA Security expected completion: [Feb/2025]
  • ITIL Foundation Certification (planned for [March/2025]
  • Public Trust Clearance

Timeline

Tier 1 Help Desk Specialist for VIP

CACI
05.2021 - 04.2023

Help Desk Technician IRS-TISO (Remote)

Free Alliance
06.2019 - 09.2020

IT Support Specialist

Metropolitan Protective Services, Inc.
10.2017 - 06.2019

M.D. - Master of Science in Cybersecurity

University of Maryland Global Campus (UMGC)

Bachelor of Arts - Strategic Communications

Hampton University

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Rachael Parks