Summary
Overview
Work History
Education
Skills
Certification
Armytraining
Affiliationscertifications
Clearance
References
Timeline
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WYNNONA M. ROBINSON

Hampton,VA

Summary

A Multifaceted IT Professional with experince in Cyber Security, Netwoking, Microsoft Office, and Ticketing Systems untilizing direct and indirect communications with customers. Strong troubleshooting and diagnostic abilities with outstanding leadership, communication, project management, and teamwork skills. Insightful, results-driven individual with Core Values, Commitment, Compassion, and Charity.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Full-Time Care Giver

Mrs. Ruth G. Robinson (Mother)
Hampton, VA
05.2020 - 11.2023
  • Administered Dialysis 3 Times Per Week
  • Assisted with daily activities such as showering, dressing, grooming and toileting
  • Provided companionship to client by engaging in conversations, reading books, playing games or watching movies together
  • Monitored medication intake and administered prescribed medications as necessary
  • Prepared meals according to dietary requirements of the client
  • Maintained a clean and safe environment for the client's comfort
  • Observed changes in health condition of the client and reported any concerns to supervisor or family members
  • Performed light housekeeping duties such as laundry, vacuuming, dusting
  • Recorded vital signs such as temperature, pulse rate, blood pressure, when required
  • Picked up groceries, prescriptions and other items for clients
  • Drove clients to appointments, errands and special events.

Help Desk Specialist

Signature Bank
New York, NY
06.2020 - 08.2020
  • Provided technical customer service to user’s bank wide, including users that were entirely remote; answered questions and resolved issues over the phone or via remote desktop access
  • Performed first and second tier support focusing on escalated issues, troubleshooted, diagnosed and resolved Network, System, Desktop, and User issues (i.e
  • Password resets, access and application issues, user accounts, active directory, VPN connectivity, etc.)
  • Opened and tracked requests via Service Desk system; followed up and ensured resolution within specified time frames
  • Partnered with various vendors, system administrators, and senior associates to ensure resolution on escalated technical issues.

Help Desk Technical Support I

Huntington Ingalls Indusgtries, Inc.
Newport News, VA
08.2019 - 01.2020
  • Resolved technical problems and answered queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems
  • Diagnosed, identified, isolated and analyzed problems utilizing historical database records
  • May route calls to product line specialists
  • Maintained and updated records and tracking databases
  • Alerted Management to recurring problems and patterns of problems
  • AA or other 2 year technical degree in related discipline and 0 years experience

Network Security Engineer/System Administrator (SME II)

AT&T Global Solutions, Inc.
Norfolk, VA
04.2017 - 10.2018
  • Provides subject matter expertise in the day to day system administration function of the NCDOC network monitoring and modernization effort
  • Rapidly assess network traffic, detect data anomalies, and provide detailed reporting on same
  • Ensures the successful performance of vulnerability/risk analyses of computer systems and applications during all phases of the system development life cycle.

Uber Driver

03.2016 - 02.2017

Network Security Engineer/System Administrator (SME II)

Department of Homeland Security
Washington, D.C.
06.2015 - 09.2015
  • As a Call Center Technician (CCT) or Help Desk Support Technician I perform initial triage of all problems experienced by customers in the information technology environment
  • Currently, I use Remedy Service Desk and Action Request software packages to create tickets for resolution
  • I design, develop, install, implement, conduct research for, and maintain internal data processing computer systems and utilities for customers
  • In working with our computers, system parameters and formats are established to ensure hardware/software compatibility, and I coordinate and/or modify user requirements in terms of existing and projected computer capacity and capabilities
  • I’ve operated and configured VTCs for conference meetings
  • I’ve identified vulnerabilities and risks to provide recommendations to government personnel
  • Data integrity is ensured by evaluating, proposing, implementing and managing software and hardware solutions
  • I provide training on Adobe Acrobat, Communicator with cameras to utilize Live Meeting.

Reason For Gap - Self Employement

Hampton Roads, VA
02.2014 - 06.2015

Project Coordinator

Ferguson Enterprises, Inc.
Newport News, VA
10.2013 - 12.2013
  • Developed Powerpoint, excel spreadsheets, and reports that consist of migration information for designated branches
  • Contacted sites to inform them of specific dates and times when migration would be done
  • Viewed site requirement information to determine what needed to be added to the master spreadsheet
  • Emailed site requirements to contractor to determine what needed to be done to do the migration
  • Retrieved router information from main database to update SM9 ticking system
  • Wrote command script in PuTTY Connecting Manager for Routers.

Technical Support Specialist

IBM Global Services
Newport News, VA
04.2012 - 04.2013
  • As a Subcontractor for IBM, performed various duties to support the Distributed Learning System (DLS) system/solution as designed and implemented by DLS network engineers and technicians
  • Performed as a systems administrator for an Active Directory global wide-area network (WAN) comprising 370 servers and over 4,200 client workstations, as well as switches, hardware VPN devices, and other infrastructure equipment
  • Provided technical assistance to users of the DLS system
  • My other duties included implementation, correction, and omission of Saba LMS courseware, performance monitoring, account administration, password resets, troubleshooting and problem identification for escalation groups, customer satisfaction reporting, internal procedures documentation, and other Help Desk related activities
  • Utilized Remedy trouble ticket/incident reporting system to document and log all problem reports from customers, to facilitate tracking, work flow management, escalation, and resolution
  • Supported the remote diagnosis of LAN and system related problems.

Reason For Gap - Self Employment

Hampton Roads, VA
07.2009 - 04.2012

Account Administrator

Northrop Grumman
Newport News, VA
02.2008 - 07.2009
  • As a subcontractor for Northrop Grumman Newport News (NGNN), provided access to NGNN systems and applications as requested on the appropriate and approved NGNN forms
  • Responsibilities included responding to Service Center requests via telephone, email, remote access, and in-person
  • Diagnosed/resolved advanced information technology hardware and software issues while using Windows XP
  • Identified situations requiring urgent attention and forwarded information to the appropriate parties
  • Documented details of an issue and troubleshooting steps taken in order to resolve an issue
  • Worked independently to research and resolve complex technical issues
  • Provided daily activity counts, as well as assisted as Lead for Product Management
  • Additional tasks included performing computer backups of COGNOS, Mercury and numerous small UNIX systems
  • Provided 24/7 on-call support for legacy systems and developed/ maintained a professional level of technological proficiency.

Refresh Coordinator

Lockheed Martin
Hampton, VA
08.2007 - 10.2007
  • As a subcontractor for Lockheed Martin, computers were refreshed for National Aeronautics & Space Administration (NASA) employees
  • Assisted customers with questions about supported software and computer platforms
  • Questions were researched using a variety of manuals and knowledge-based resources, while transferring data from system to system
  • Windows 2003 was the operating system used and Active Directory
  • Different tools such as Anti-virus/Anti-spam Servers were installed and many applications to and keep users abreast of current innovations, system information, problems, changes, and updates relevant to the NASA user community.

Help Desk Specialist

People Processing Information, Inc. (PPI)
Bethesda, MD
09.2002 - 10.2004
  • As a subcontractor for the National Institute of Health (NIH) Department of Engineering Services, was responsible for maintaining a centralized help desk for the NIH campus and supporting facilities
  • Daily tasks included utilizing Microsoft Help Desk Software to maintain a database of all requests for physical maintenance, monitoring the completion of work, ensuring the satisfaction of the customer, and providing management with status reports that included work orders, technician reports, and customer comments
  • Supplied on-the-job training to new hires and received positive feedback from management.

Regional Manager

Johnson, Bassin, & Shaw, Inc.
Silver Spring, MD
10.2000 - 10.2001
  • As a Program Analyst, was responsible for focusing on management, reviewing, and monitoring of emergency and medical examiner report forms
  • Reviewed and approved financial records and discrepancies for reporters and field liaisons
  • Additional tasks included maintaining program, financial, and other databases as well as providing concept development insight.

Consumer Affairs Specialist

Cellular One, Inc.
Greenbelt, MD
12.1996 - 09.1999
  • Responsibilities included updating monthly business development reports, performing new hire orientation, and reviewing contracts/proposals
  • Additional tasks included the coordination of daily communications with customers for resolution issues, ensuring that the needs of purchasers were met, and assisting in the development of marketing initiatives.

Education

Infotec -

01.2013

A.S. Computer Information Systems, ECPI College of Technology -

06.2009

Academy of Computer Education -

01.2004

The Computer Trainer -

01.2001

B.S. Mass Communication, Norfolk State University -

07.1991

Security+ CE -

Skills

  • Windows 9x/NT/2000/XP/Vista/7,8,10
  • Mac OS
  • Unix
  • Linix (Red Hat)
  • A/S 400-Cobol
  • TCP/IP
  • Ethernet
  • VPN
  • SSH/Telnet
  • HTML
  • CSS
  • JavaScript
  • ICD-9
  • Microsoft Office Suite (Word, Powerpoint, Excel, Outlook)
  • Remedy
  • Saba LMS
  • Xceedium
  • Blackboard
  • FORTRAN
  • PUTTY Connecting Manager
  • McAfee/Norton Virus Protection Utilities
  • Heat
  • Cradle
  • Active Directory
  • Lotus Notes 85
  • Hyena
  • I-team
  • Dameware
  • Peregrine
  • Abaco
  • Enovia PM
  • Mercury
  • PeopleSoft
  • Client Relations
  • Time management abilities
  • Professionalism
  • Analytical Thinking
  • Customer Service
  • Multitasking
  • Organizational Skills

Certification

  • EC-Council CEH, 06/2017
  • Microsoft MTA, 12/2015

Armytraining

  • Information Assurance Awareness & Exam
  • Accident Avoidance Course
  • Enhancing Information/Physical Security
  • Army Incident Handling Virtual Training Course
  • Social Engineering Short
  • WNSF-Portable Electronic Devices and Removable Storage Media v2
  • AT Level 1 Awareness Training
  • Cyber Awareness Challenge
  • Sexual Harassment/Assault Response Prevention Training Courses
  • Social Media and Operations Security Training
  • Phishing Training
  • Information Assurance Fundamentals formerly (IASO)
  • Personally Identifiable Information
  • OPSEC Awareness

Affiliationscertifications

Phi Theta Kappa (PTK)

Clearance

Top Secret Clearance – SCI/SSBI Eligible

References

References available upon request.

Timeline

Help Desk Specialist

Signature Bank
06.2020 - 08.2020

Full-Time Care Giver

Mrs. Ruth G. Robinson (Mother)
05.2020 - 11.2023

Help Desk Technical Support I

Huntington Ingalls Indusgtries, Inc.
08.2019 - 01.2020

Network Security Engineer/System Administrator (SME II)

AT&T Global Solutions, Inc.
04.2017 - 10.2018

Uber Driver

03.2016 - 02.2017

Network Security Engineer/System Administrator (SME II)

Department of Homeland Security
06.2015 - 09.2015

Reason For Gap - Self Employement

02.2014 - 06.2015

Project Coordinator

Ferguson Enterprises, Inc.
10.2013 - 12.2013

Technical Support Specialist

IBM Global Services
04.2012 - 04.2013

Reason For Gap - Self Employment

07.2009 - 04.2012

Account Administrator

Northrop Grumman
02.2008 - 07.2009

Refresh Coordinator

Lockheed Martin
08.2007 - 10.2007

Help Desk Specialist

People Processing Information, Inc. (PPI)
09.2002 - 10.2004

Regional Manager

Johnson, Bassin, & Shaw, Inc.
10.2000 - 10.2001

Consumer Affairs Specialist

Cellular One, Inc.
12.1996 - 09.1999

Infotec -

A.S. Computer Information Systems, ECPI College of Technology -

Academy of Computer Education -

The Computer Trainer -

B.S. Mass Communication, Norfolk State University -

Security+ CE -

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