ANDREW PRICE
United Protective Agency (UPA)
Winchester
1
Certification
12
years of professional experience
Dynamic IT professional with over 9 years of experience, including roles in desktop support, helpdesk troubleshooting, and network management. Demonstrated expertise through hands-on service in IT support, system maintenance, and Active Directory configuration. Proven ability to deliver exceptional customer service in fast-paced, on-site environments.
Work History
Security Supervisor
1 Year- Supervised and scheduled a team of security officers to ensure 24/7 coverage and compliance with company policies.
- Monitored daily security operations, maintaining a safe and secure environment for employees, visitors, and property.
- Conducted routine patrols and inspections to identify and address potential security risks.
- Responded quickly to emergencies, security incidents, and alarm activations while coordinating with law enforcement and emergency responders.
- Investigated incidents, documented findings, and prepared detailed incident and accident reports.
- Trained, coached, and evaluated security personnel on procedures, customer service, and emergency response protocols.
- Enforced company policies, access control procedures, and safety regulations to minimize risk.
- Monitored CCTV systems, alarm systems, and other security technologies to detect suspicious activity.
- Performed risk assessments and recommended improvements to strengthen physical security measures.
- Conducted security briefings, shift handovers, and team meetings to ensure clear communication.
- Managed conflict resolution and de-escalated confrontational situations using professional communication techniques.
- Maintained accurate records of security activities, incidents, inspections, and employee performance.
- Collaborated with management to develop and implement security policies and standard operating procedures.
- Ensured compliance with OSHA, company safety standards, and applicable security regulations.
- Reduced security incidents by proactively identifying vulnerabilities and implementing corrective actions.
- Recognized for strong leadership, reliability, and the ability to maintain high-performance security teams
Hearing Instrument Specialist
6 Months- Conducted hearing screenings and comprehensive hearing evaluations using industry-standard diagnostic equipment.
- Counseled patients on hearing loss, treatment options, and realistic expectations for hearing aid use.
- Built strong patient relationships through compassionate, personalized care and ongoing follow-up appointments.
- Educated patients and family members on hearing aid operation, maintenance, and troubleshooting.
- Increased patient retention through proactive follow-up care and exceptional customer service.
- Generated referrals by delivering high-quality patient experiences and maintaining relationships with healthcare providers.
IT Manager
8 Months- Conducted regular system audits and vulnerability assessments to identify and mitigate potential security risks, enhancing overall IT security posture
- Provided technical expertise and support for 140 users, diagnosing and resolving hardware, software, and network issues to minimize downtime
- Created and maintained Active Directory accounts, password policies, and group access management to ensure secure user access
- Implemented ITIL best practices, streamlining service delivery and improving user experience
- Developed IT policies, procedures, and documentation to ensure compliance with industry standards
- Collaborated with department heads to align IT strategies with business needs, improving operational efficiency and reducing costs
- Performed regular system maintenance and updates to maintain system reliability and security
- Delivered technical support to end-users, resolving hardware and software issues promptly to maintain high satisfaction
Cryptologic Technician Networks (CTN)
7 Years 2 Months- Conducted defensive cyber operations including detection, protection, reaction, testing, and response to threats against Navy and government networks
- Performed digital forensics analysis and network traffic analysis to identify and mitigate cyber threats
- Executed network mapping, reconstruction, and exploitation analysis to support cyber planning and research
- Analyzed threat intelligence to inform cybersecurity strategies and operational decisions
- Delivered solutions to produce cyber capabilities and non-kinetic effects in support of mission objectives
Regional IT Endpoint Support Technician
2 Years 7 Months- Installed and troubleshot technical issues with user PCs, laptops, tablets, printers, scanners, and mobile devices, ensuring minimal disruption
- Provided prompt and effective support to users via email, phone, and electronic communication channels
- Independently resolved complex technical issues, demonstrating strong problem-solving skills and meeting deadlines
- Maintained configuration management of base images and tested updates to ensure system stability
- Set up equipment for employee use, including installation of cables, operating systems, and software
- Kept leadership informed of issue status and escalated critical problems appropriately
- Maintained detailed records of trouble tickets, data communications, and remedial actions taken
Incident Support Specialist (team Lead)
1 Year 1 Month- Provided Tier 2 and Tier 3 technical support using ITIL framework to deliver superior problem resolution and customer service
- Led and trained a team of 10 technicians, enhancing team performance and support quality
- Supported 50,000 users across 13 state government agencies, coordinating troubleshooting and problem resolution among 15 technical teams
- Delivered remote technical support and created documentation to streamline troubleshooting processes
- Assisted technicians in resolving complex technical problems involving Windows OS, Microsoft Office, Exchange, Endpoint Security, Active Directory, Remote Desktop, and SCCM
- Ensured effective communication and collaboration across multiple teams to resolve incidents efficiently
Service Desk Analyst / Customer Support
3 Months- Delivered Tier 1 remote technical support to 50,000 users and 13 state government agencies, providing desktop and network issue resolution
- Troubleshot Windows 7/10 operating systems, Microsoft Office suites, NAS, and share drive issues
- Provided training and superior customer service to end-users, ensuring user satisfaction
- Escalated complex technical issues to Incident Support Specialist team for advanced resolution
- Supported desktops, laptops, printers, and network-related hardware to maintain operational continuity
Aviation Maintenance Administrationman
2 Years 1 Month- Managed Naval Aircraft and support equipment configuration, including NALCOMIS hardware/software upgrades and network security compliance
- Set up and administered basic Local Area Networks (LAN) to support detachment processing and operational requirements
- Performed technical and managerial duties under the Naval Aviation Maintenance Program (NAMP)
- Conducted computer database and system analysis to support maintenance operations
- Maintained engine log books and aircraft records ensuring accuracy and compliance
- Organized technical publication libraries and prepared reports and correspondence
Education
Bachelor of Science - Cybersecurity
Naval Training - Cybersecurity
Associate's degree - Criminal Justice
Skills
Computer hardware
Desktop support
Incident management
ITIL
Network Security
Operating systems
Windows
Microsoft Office
Active Directory
Problem solving & analytic thinking
Communication skills
Equipment troubleshooting
Time management
Written communication and verbal
Customer service
Team leadership
Skilled in conflict resolution
Certification
- ITIL Foundation
- Driver's License
Timeline
Security Supervisor
United Protective Agency (UPA)
06.2025 - 06.2026Read More
Hearing Instrument Specialist
HearingLife
07.2024 - 01.2025Read More
IT Manager
RELATE COUNSELING CENTER
01.2023 - 09.2023Read More
Regional IT Endpoint Support Technician
STIFEL FINANCIAL CORPORATION
03.2020 - 10.2022Read More
Incident Support Specialist (team Lead)
COMMONWEALTH OFFICE OF TECHNOLOGY
01.2019 - 02.2020Read More
Service Desk Analyst / Customer Support
COMMONWEALTH OFFICE OF TECHNOLOGY
10.2018 - 01.2019Read More
Cryptologic Technician Networks (CTN)
UNITED STATES NAVY RESERVES
04.2016 - 06.2023Read More
Aviation Maintenance Administrationman
UNITED STATES NAVY
07.2014 - 08.2016Read More
LAKELAND COMMUNITY COLLEGE
Associate's degree from Criminal Justice
Read More
Joint Cyber Analysis (JCAC, United States Navy)
Naval Training from Cybersecurity
Read More
Sullivan University
Bachelor of Science from Cybersecurity
Read More