Motivated college student who demonstrates strong work ethic and creative ability. Seeking to establish a rewarding career in a profession that will capitalize on my work ethic, education, and passion for facing complex challenges. Goals include achieving financial security while advancing my studies in pursuit of a bachelor’s degree. Will leverage demonstrated knowledge and abilities to acquire the professional skills necessary to establish a successful career in Business with an emphasis on Cyber Security and Information Technology.
EXPERIENCE
MSP (2022-Present)
SENIOR SERVICE ANALYST
- Talking on phone with clients to diagnose problems
- Troubleshoot issues on computers and servers
- Talk with clients regarding new orders and purchases
- Talking with potential future clients and sending them to proper departments
- Working with 150 congressional representatives about their IT issues
- Acted as the primary escalation point for service desk requests and inquiries, enhancing team proficiency through optimized workflows.
- Resolved a wide array of technical issues across various systems and applications while following established policies and procedures.
- Processed over 50 technical support requests daily via phone, email, and the ConnectWise ticketing system, serving more than 80 clients.
- Worked with 3rd parties to ensure clients had proper certificates to work with 3rd party software
- Worked with team to ensure SLAs are met and goals achieved.
- Provided onsite support across the DC Metro Area.
- Oversaw and troubleshot tickets escalated by junior technicians.
- Diagnosed and resolved issues related to network services.
- Administered and managed Microsoft 365 and Google tenant environments.
- Managed the Sophos email gateway and endpoint protection through a SIEM.
- Handled on-premises, cloud, and hybrid environments.
- Worked with Active Directory to develop client tenant
- Ensured clients adhered to security best practices.
- Aided and trained junior helpdesk technicians to develop skillset.
- Assisted NOC with Network Configuration.
- Created, edited, and updated documentation and processes in Internal database
- Worked with clients in GCC High environments to ensure compliance and procedures are followed.
- Executed incident response for active compromises, eradicated threat actors, and conducted root-cause analysis, documenting results for client stakeholders and account management teams.
- Used PowerShell to streamline processes and shared scripts for team collaboration.
- Leveraged AI tools to develop new processes and refined them through iterative testing.
Warehouse (2021-2022)
WAREHOUSE ASSOCIATE
- Manage use and operate heavy machinery
- Take accountability of current inventories of lumber and hardware
- Put together orders and ensuring they are shipped out
- Loading orders onto semi-trucks
- Going onto jobsites to deliver orders
- Taking inventories of returns to ensure only product usable returned or scrapped
Skills
- Leadership Experience Interpersonal Communication
- Small Group Communication Problem Solving
- Customer Service IT Computer Diagnostics
- Computer Proficiency Active Learning
- Planning Word Processing and PowerPoint
- PowerShell Scripting Computer Networking
- Vendor Relations Incident Response
- Documentation Management Mentoring
- Compliance Tenant Management
- Inventory Management Audit Preparation
