HARDWARE TRANSITION TECHNICIAN/DESKTOP SUPPORT II
Compass Group Corporate, Charlotte NC.
Feb, 2024 to Present
- Promoted to Desktop Support II Technician Feb 2024
- Proficiently resolved hardware, software, and user-related issues via Helix ticketing software, ensuring prompt solutions and meticulous documentation of security incidents.
- Leveraged LogMeIn123 for remote access to users' devices, executing troubleshooting procedures to diagnose and resolve various software-related issues, ensuring prompt problem resolution and enhancing overall system functionality.
- Engaged in remote communication with individuals using various methods, including phone, email, and Microsoft Teams, facilitating effective and efficient information exchange.
- Successfully transitioned from a strict 24-hour resolution guarantee to an impressive 3-hour resolution guarantee, significantly improving user satisfaction by expediting issue resolution through effective management strategies.
- Collaborated seamlessly with cross-functional departments, including business and software development, to implement enhanced strategies for quicker and more efficient work processes. Additionally, partnered with the legal team, employing forensic methods to extract and pull relevant data.
HARDWARE TRANSITION COORDINATOR
Compass Group Corporate, Charlotte NC.
Sep, 2023 to Feb, 2024
- Proactively identified and resolved hardware-related security events through agile triage with Azure tools, swiftly mitigating issues and aligning with established security protocols.
- Spearheaded the seamless integration of Autopilot computers, optimizing onboarding and fostering consistency in hybrid work environments, meeting specific requirements for Autopilot computers in hybrid locations.
- Effectively managed external communications on hardware and software issues through remote platforms (Microsoft Teams, Discord, email), showcasing adept handling of external communications.
- Leveraged Microsoft Intune and Active Directory for swift resolution of user-related hardware and software issues, ensuring accurate information retrieval for refresh management.
- Facilitated seamless communication and document sharing across teams and departments using SharePoint, issuing information and granting access strategically.
- Engineered and implemented Excel spreadsheets with custom-coded functionalities to automate order input and search processes in Outlook. This initiative resulted in a 50% reduction in the ordering process timeline, enhancing efficiency and accuracy.
- Worked on the redesign of the company/team website, incorporating intuitive features and adding tutorials to facilitate user understanding. This initiative significantly improved the user experience, leading to a reduction in system tickets for routine inquiries and enhancing overall work efficiency.
CYBERSECURITY AND IT SPECIALIST
Allegiant Giving, REMOTE.
July, 2023 to Dec, 2023
- Applied expertise in Linux, Windows, and Mac environments, with proficiency in operating systems like Kali Linux and utilizing Wireshark for comprehensive network packet analysis.
- Conducted SQL queries for retrieving critical information from databases, automated cybersecurity tasks using Python, and utilized network tools including Nmap, NetFlow analyzer, and protocol analyzers for network monitoring and security enhancement.
- Played a pivotal role in updating organizational security policies such as least user privilege.
- Implemented regular security training practices, contributing to enhanced security posture.
- Aligned with the job's need for understanding and correlating data from multiple sources.
- Successfully executed contracts from companies such as Lockheed Martin, conducting penetration tests using tools like Nmap, Wireshark, and social engineering.
- Generated detailed reports and presented findings to client companies, resulting in a more secure network infrastructure for them.
- Formulated and implemented user access policies with a least privilege approach, defining rules to grant essential job-related access. Strengthened network security by systematically revoking unnecessary privileges, fostering a more secure operational environment.
DIRECT FIRE INFANTRYMAN
US Army/Department of Defense, Washington D.C.
July, 2020 to Jan, 2024
- Operational Experience in High-Stress Environments: Executed various military operations in demanding, high-stakes environments, honing resilience, quick decision-making, and the ability to perform effectively under pressure
- Technical Proficiency: Demonstrated expertise in handling specialized equipment including weapons, explosives, and communications gear, highlighting adaptability and technical competency.
- Effective Communication and Briefing Skills: Presented articulate and comprehensive briefings to senior officials, showcasing the capacity to distill complex information
- Adaptability, Leadership, and Critical Thinking: Cultivated adaptability, leadership, and critical thinking skills in demanding environments, fostering the agility to navigate evolving cybersecurity landscapes and lead teams in proactive threat mitigation.
- Security Clearance and Problem-Solving Aptitude: Obtained an active Secret Security Clearance, underscoring trustworthiness and adherence to stringent security protocols. Recognized for robust problem-solving.