Professional Summary
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 Cybersecurity and Information Technology.
Experience
MSP (2022-Present)
Senior Service Analyst
- Talked on phone with clients to diagnose problems
- Troubleshoot issues on computers and servers
- Communicated with clients regarding new orders and purchases
- Engaged with potential future clients and directed them to proper departments
- Worked with 150 government representatives on 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 ticketing system, serving more than 80 clients
- Coordinated with third parties to ensure clients had proper certificates to work with third-party software
- Collaborated with team to ensure SLAs were met and goals achieved
- Provided onsite support across the metropolitan 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 email gateway and endpoint protection through a SIEM system
- Handled on-premises, cloud, and hybrid environments
- Worked with Active Directory to develop client tenant environments
- Ensured clients adhered to security best practices
- Aided and trained junior helpdesk technicians to develop skillsets
- Assisted Network Operations Center (NOC) with network configuration
- Created, edited, and updated documentation and processes in internal database
- Worked with clients in high-compliance government cloud environments to ensure compliance and procedures were 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
Building Supply Company (2021-2022)
Warehouse Associate
- Managed and operated heavy machinery
- Maintained accountability for current inventories of lumber and hardware
- Prepared orders and ensured timely shipping
- Loaded orders onto semi-trucks
- Delivered orders to job sites
- Conducted inventories of returns to ensure only usable products were returned or scrapped
Education
(2022-2023, 2026-Present)
Undergraduate Student
State University – Pursuing a degree in Business with an emphasis in Data Analytics
Transferred from Community College with courses completed in welding, blueprint reading, French, microeconomics, and English while maintaining a 3.83 GPA
