Rosha Graham
Ocoee,FL
Summary
Seasoned Information Technology Specialist from the Military, adept in IT project management and fostering strong service provider relationships. Excelled in patch management, incident response, and leadership, enhancing system security and efficiency. Proven track record in improving network functionality and user satisfaction, with a commitment to innovative solutions and exceptional customer service.
Overview
5
5
years of professional experience
Work History
25B Information Technology Specialist
Military
Fayetteville, NC
07.2017 - 03.2022
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
- Kept hardware and software systems current with the latest patches and current licenses.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Reviewed support cases for technical and troubleshooting accuracy, and identified needed process improvements.
- Maintained and controlled the server room, wireless network, and server infrastructure.
- Built and maintained successful relationships with service providers, vendors, dealers, and consumers.
- Tested the performance, functionality, and security of network systems, individual workstations, and peripheral devices.
- Maintained records, logs, and lifecycle documentation of work requests.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Troubleshot hardware issues, and worked with service providers to facilitate repairs for end users.
- Performed continuous assessments of network structure, business content filters, and security firewalls.
- Provided on-site technical support after project implementation, and recommended product changes and upgrades to product managers.
- Executed scripts to communicate with back-end servers, and provide real-time updates.
- Managed IT setup and service requests for hardware, NIPR, and SIPR for local and remote users.
- Implemented unit and integration testing protocols to consistently deliver high quality, functional features, with minimal defects.
- Assessed customer bug reports and enhancement requests, and prioritized development to streamline response.
- Provided on-site IT and AV technical support for 200 staff members.
- Directed account management and customer training on company technical software and tools for new accounts, and new users.
- Devised automation, backup, and recovery protocols to preserve and safeguard data.
- Audited the security program and installed IP cameras across multiple platforms as part of a larger building and tenant safety program.
- Scheduled ongoing performance quality assurance checks for software applications, and automated performance test scripts.
- Conducted technical reviews and trade-off studies to identify purpose, audience, and scope.
- Implemented system security and data assurance software.
Education
High School Diploma -
SOUTH COLUMBUS
Tabor City, NC05-2017
Skills
- IT documentation
- Patch management
- Incident response
- Remote support
- Wireless networking
- IT project management
- Diagnosing issues
- Server improvements
- New program installations
- System updates
- Specifications understanding
- People skills
- MS Office
- Problem resolution
- Customer service
- Active listening
- Critical thinking
- Flexible
- Clerical
- Hardworking
- Leadership
- Friendly, positive attitude
- Planning
- Mobile device management
- Disaster recovery planning
Timeline
25B Information Technology Specialist
Military
07.2017 - 03.2022
High School Diploma -
SOUTH COLUMBUS