IT Technician

• Aug 2023 - Present

IT Triage Technician

• May 2023 - Aug 2023

• Efficiently handled calls from 200+ companies and assigned IT-related tasks to dedicated technicians, ensuring prompt and accurate ticket allocation. • Proactively resolved issues when the technician team was busy to minimize downtime, exhibiting a strong commitment to exceptional customer service. • Coordinated technicians' schedules to optimize workflow and prevent conflicts, resulting in a well-organized and productive team. • Continually studied and learned from… Show more • Efficiently handled calls from 200+ companies and assigned IT-related tasks to dedicated technicians, ensuring prompt and accurate ticket allocation. • Proactively resolved issues when the technician team was busy to minimize downtime, exhibiting a strong commitment to exceptional customer service. • Coordinated technicians' schedules to optimize workflow and prevent conflicts, resulting in a well-organized and productive team. • Continually studied and learned from technicians' tasks to enhance IT expertise and support capabilities, contributing to improved troubleshooting efficiency and expertise.

Cyber Defense Practicum (Capstone)

• Jan 2022 - May 2022

• Organized and directed a team in conducting a comprehensive pentest and vulnerability analysis of a small business, uncovering potential security weaknesses. • Conducted a risk assessment based on the business infrastructure layout and documented findings to identify potential risks. • Presented an engaging session on effective cyber safety training exercises for employees, which received positive feedback and sparked discussion. • Organized and directed a team in conducting a comprehensive pentest and vulnerability analysis of a small business, uncovering potential security weaknesses. • Conducted a risk assessment based on the business infrastructure layout and documented findings to identify potential risks. • Presented an engaging session on effective cyber safety training exercises for employees, which received positive feedback and sparked discussion.

Technical Support

• Aug 2020 - Sep 2020

• Installed and configured hardware while also granting system permissions to new employees. • Installed and configured various operating systems and applications to meet the needs of the organization. • Protected data by preventing potential social engineering threats and updating software to eliminate vulnerabilities. • Installed and configured hardware while also granting system permissions to new employees. • Installed and configured various operating systems and applications to meet the needs of the organization. • Protected data by preventing potential social engineering threats and updating software to eliminate vulnerabilities.

Information Technology

• Jun 2019 - Aug 2019

• Maintained school district computers by conducting system patching and software updates. • Ensured proper functionality of computer systems by installing software applications, upgrading virus protection, and updating drivers. • Addressed and resolved problems related to wired/wireless network access and internet connectivity. • Maintained school district computers by conducting system patching and software updates. • Ensured proper functionality of computer systems by installing software applications, upgrading virus protection, and updating drivers. • Addressed and resolved problems related to wired/wireless network access and internet connectivity.