Service Desk Analyst Tier 1

• Dec 2020 - Present

Service Desk Analyst

• Sep 2020 - Dec 2020

Help Desk Technician

• Mar 2020 - Aug 2020

• Perform initial triage for IT support issues by respectively giving instructions, information, and tips to remote users daily • Document and update procedures on trouble shooting IT support issues in order to expand knowledge base center for the service desk team • Investigate root cause issue and resolve or escalating in appropriate manner • Perform initial triage for IT support issues by respectively giving instructions, information, and tips to remote users daily • Document and update procedures on trouble shooting IT support issues in order to expand knowledge base center for the service desk team • Investigate root cause issue and resolve or escalating in appropriate manner

Cyber Security Analyst ~ Incident Response

• Jul 2019 - Mar 2020

• Performed cyber security incident triage following the NIST framework; including determining scope, urgency, and potential impact• Conducted cross functional cyber security incident exercises and war games• Lead phishing email analyst for user submitted phishing emails; trained fellow Jr. analysts in knowledge, process and technical gaps.

Cyber Crisis Response Intern

• Jan 2019 - Jul 2019

• Create, update, modify playbooks for top 10 incidents working in conjunction with Incident Response and Threat Intelligence Teams for an airline with $41.3 Billion (USD) in annual revenues (2018)• Analyze and test phishing emails and use cases to recommend automation changes for playbook in United Airlines security orchestration platform • Work cross functionally to resolve security incidents daily • Evaluate effectiveness of table top exercises presented to Incident Response team and report analysis to decision makers• Analyze phishing emails to ensure security of United systems weekly, including internet header analysis

Shop Helper

• May 2018 - Aug 2018

• Maintained supply of approximately 50 units of equipment per month resulting in accurate inventory • Assisted in approximately 2 to 12 installations of equipment per week resulting in higher productivity during peak seasons • Ran equipment, parts, and materials to field technicians daily so that techs were equipped, and customers did not experience delays • Maintained supply of approximately 50 units of equipment per month resulting in accurate inventory • Assisted in approximately 2 to 12 installations of equipment per week resulting in higher productivity during peak seasons • Ran equipment, parts, and materials to field technicians daily so that techs were equipped, and customers did not experience delays

Guest Service

• Nov 2014 - May 2018

• Performed approximately 150 transactions both purchases and returns per day with accuracy resulting in a balanced drawer at the end of the shift • Oversaw 20 to 40 online orders per day retrieving purchases for customers and closing out transactions without error maintaining customer satisfaction • Performed approximately 150 transactions both purchases and returns per day with accuracy resulting in a balanced drawer at the end of the shift • Oversaw 20 to 40 online orders per day retrieving purchases for customers and closing out transactions without error maintaining customer satisfaction