Monshay Swain
Virginia Beach
Summary
Experienced Security-cleared Help Desk Analyst with a strong record of providing exceptional IT support in DoD environments. Skilled at troubleshooting hardware and software issues, managing Active Directory, and ensuring adherence to NIST and DoD cybersecurity policies. Proficient in ticketing systems and remote desktop tools, with a solid background in supporting both classified and unclassified systems. Possesses extensive knowledge of RMF, DISA STIGs, and ITIL best practices, enabling efficient and effective solution delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Help Desk Analyst
SAIC
10.2024 - Current
- Provided Level 1 and Level 2 technical support for the DOD, resolving 90% of issues on first contact
- Managed Active Directory accounts, including password resets, access provisioning, and group policy enforcement
- Supported both classified (SIPRNet) and unclassified (NIPRNet) networks, ensuring secure operations
- Configured and maintained CAC/PIV authentication for DoD personnel and contractors
- Collaborated with cybersecurity teams to mitigate potential threats and ensure network security
Technical Printer Support Specialist
Canon USA
08.2023 - 11.2024
- Provide first-line technical support for printer-related issues, including hardware malfunctions, print quality problems, and connectivity issues
- Diagnose and resolve printer problems remotely or on-site, utilizing troubleshooting tools, diagnostic utilities, and technical documentation
- Install, configure, and maintain printers, print servers, and related peripherals, ensuring compatibility with operating systems and network environments
- Perform regular maintenance tasks, such as cleaning printer components, updating firmware, and replacing consumables, to ensure optimal performance and longevity of printing devices
- Train end-users on proper printer usage, maintenance procedures, and troubleshooting techniques, empowering them to resolve common issues independently and minimize downtime
Pharmacy Help Desk
Expert Global Solutions
06.2022 - 11.2023
- Provide frontline support to pharmacy staff by addressing inquiries, concerns, and issues related to medication dispensing, prescription processing, and pharmacy software applications
- Troubleshoot and resolve technical problems with pharmacy software, including system errors, login issues, and data discrepancies, ensuring minimal disruption to pharmacy operations
- Assist pharmacy staff with medication order entry and prescription verification
Office Manager
AFGE Local 53
03.2020 - 06.2022
- Supervise and manage office administrative staff, including receptionists, administrative assistants, and clerical personnel, ensuring adherence to policies and procedures
- Oversee day-to-day office operations, including scheduling, resource allocation, and workflow management, to optimize efficiency and productivity
- Coordinate office logistics, such as office space planning, equipment procurement, and maintenance, to create a comfortable and functional work environment
- Provide front-line support to employees by addressing IT-related inquiries, troubleshooting technical issues, and resolving problems in a timely manner
- Install, configure, and maintain office hardware and software, including computers, printers, telephones, and network devices, ensuring compatibility and optimal performance
Help Desk Support Specialist
Qurate Retail Group
01.2018 - 03.2020
- Monitor IT systems and infrastructure for performance issues, security vulnerabilities, and emerging threats, conducting regular system checks and implementing preventive measures as needed
- Collaborate with IT teams to identify and implement process improvements, system enhancements, and automation solutions to streamline support operations and enhance user experience
- Deliver exceptional customer service to end-users, demonstrating patience, empathy, and professionalism in all interactions, and striving to exceed expectations in resolving issues and addressing concerns
- Troubleshoot network connectivity issues, including TCP/IP configurations, DNS resolution, and wireless connectivity problems, to restore network access and functionality
- Provide first-line technical support to end-users via phone, email, or ticketing system, addressing inquiries, troubleshooting issues, and resolving problems in a timely manner
Customer Service Specialist
Qurate Retail Group
11.2016 - 01.2018
- Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing product or service information via phone, email, or chat
- Build and maintain positive relationships with customers, demonstrating empathy, patience, and professionalism in all interactions, and striving to exceed their expectations
- Listen actively to customer concerns, clarify issues, and identify underlying needs or preferences to provide tailored solutions and recommendations
- Process customer orders, returns, and exchanges accurately and efficiently, ensuring compliance with company policies and procedures and maintaining high levels of customer satisfaction
Education
Bachelor of Business -
American Military University
06-2025
IT Support Technical Skills BootCamp -
Udemy
09.2023
High School Diploma -
Matthew Fontaine Maury High School
Norfolk, VA06.2013
Skills
- Technical Troubleshooting
- Customer Service
- Ticket Management
- Hardware and Software Installation
- Remote Desktop tools
- Active Directory Management
- Data Analysis
- Windows 10/11
- Linux
- MacOS
- Microsoft 365
- Risk management framework
- Software installation
- Security awareness
- Logging support tickets
- Network troubleshooting
- Application installations
- Incident management
- Hardware diagnostics
- System administration
Certification
Comptia Security+ 701
Clearance
Active Secret Clearance
Timeline
IT Help Desk Analyst
SAIC
10.2024 - Current
Technical Printer Support Specialist
Canon USA
08.2023 - 11.2024
Pharmacy Help Desk
Expert Global Solutions
06.2022 - 11.2023
Office Manager
AFGE Local 53
03.2020 - 06.2022
Help Desk Support Specialist
Qurate Retail Group
01.2018 - 03.2020
Customer Service Specialist
Qurate Retail Group
11.2016 - 01.2018
IT Support Technical Skills BootCamp -
Udemy
Bachelor of Business -
American Military University
High School Diploma -
Matthew Fontaine Maury High School
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