Professional Summary
Experienced Help Desk Technician with a strong foundation in troubleshooting and technical support, actively transitioning toward a career as a Security Analyst. Possessing a Security+ certification and a deepening knowledge of cybersecurity principles and practices. Demonstrated ability to analyze complex issues, implement effective solutions, and prioritize security measures in alignment with industry standards. Proven track record of providing exceptional customer service and collaborating with diverse teams to enhance system integrity and mitigate potential risks.Eager to leverage hands-on experience and ongoing professional development to contribute effectively to a dynamic security-focused environment.
Experience
MSP (2023-Present)
Help Desk Technician
- Office Application Support -Assist users with Microsoft Office applications, resolving issues with application crashes, document formatting problems, and email synchronization. Help users with password resets, multi-factor authentication setup, or accessing specific applications within the Microsoft 365 suite.
- Onsite Support – Setting up new equipment, troubleshooting hardware problems, and assisting with network configurations. Replacing faulty components, and troubleshooting connectivity issues with peripherals such as printers, scanners, and external devices.
- Remote Support – Providing remote support, guiding users with various levels of expertise through step- by-step solutions with patience and effective communication, and utilizing remote desktop tools to access and resolve problems directly on user’s computers.
Computer Department Store (2023-2023)
Service Technician
- Diagnosis and Repair – examined and diagnosed hardware and software issues in various electronic devices, including laptops, desktops, and peripherals. Through thorough troubleshooting and diagnostic procedures.,
- Hardware and Software Upgrades – facilitated hardware upgrades such as RAM, storage, and graphics card installations, as well as software updates to improve device performance.
- Customer Interaction – delivering exceptional customer service by actively listening to customer concerns, asking pertinent questions, demonstrating empathy establishing rapport and understanding their needs, and providing personalized solutions that exceeded their expectations.
IT Company (2023-2023)
Technology and Data Intern
- Administration – A Salesforce Admin, knows the structure and navigation of Salesforce, creates and edits Opportunities, Household accounts, and Contacts
- Data Entry – Importing more than 400 sensitive candidate data and information into Salesforce and repetitively entering data from spreadsheet to Salesforce
- Teamwork – Prioritizing and making time to work together with other interns on data, technology projects to present to directors and organization, weekly meetings for project discussions.
Certifications
[CompTIA IT Fundamentals (ITF+)] [CompTiA Sec+] [October] [2022], [CompTIA] [October] [2023], [CompTIA] [Google Project Mangement] [November] [2022], [Google Certifications] [Google IT Support] [In-progress] [], [Google Certifications]NPower | Information Technology Fundamentals
- Software Development: learned compiled languages, interpreted languages, Functions, Looping logic, and Organizing code.
- Database Fundamentals: Explored the basics of database management systems, including data modeling, relational databases, and SQL querying.
- Operating Systems: Explored various operating systems, including Windows and Linux, focusing on installation, configuration, file management, and user administration.
- Hardware and Troubleshooting: Introduced hardware components, their functions, and common troubleshooting techniques for resolving hardware-related issues.
- Networking Essentials: Introduced networking concepts such as protocols, IP addressing, subnetting, and network topologies, enabling an understanding of how data is transmitted over networks.
NPower | Advanced CyberSecurity
- Introduction to Cybersecurity: Covered the foundational concepts of cybersecurity, including the importance of data protection, common cyber threats, and risk assessment methodologies.
- Network Security: Explored network vulnerabilities, intrusion detection systems, firewalls, and encryption protocols to establish a strong understanding of securing digital communication channels.
- Security Compliance and Governance: Examined regulatory frameworks, industry standards, and best practices in cybersecurity compliance and governance to maintain security posture within legal boundaries.
- Ethical Hacking and Penetration Testing: Delved into ethical hacking techniques, penetration testing methodologies, and vulnerability assessment tools, enabling the identification and mitigation of security weaknesses.
- Cryptography and Data Protection: Covered encryption algorithms, cryptographic protocols, and data protection mechanisms, ensuring a grasp of how sensitive information can be securely stored and transmitted.
