Cyber Security Analyst

• Feb 2023 - Present

IT Technician II

• Aug 2010 - Feb 2023

• Assists Students, Faculty and Staff regarding technical issues over the phone or in-person. • Track all such service requests and ongoing issues with a ticketing system, and document resolutions. • Assist Students, Faculty and Staff with My CommNet, Blackboard, Outlook WebEx and Office365. • Reset Password for Students, Faculty and Staff using Active Directory and Banner (GWANTID). • Troubleshoot and resolve PC hardware issues, malfunctioning PC internal components, displays peripherals, and POS Systems. • Coordinate PC upgrades/replacements as necessary ensuring user specific settings/configurations are maintained and all user data, network shares, and network printers are restored. • Create PC images for both offices and classrooms. Coordinate the deployment of OS and software updates/upgrades, new software requested by faculty and staff. • Install, configure, and troubleshoot an array of client side software relating to office operations, and education technology. • Troubleshoot network, wired and wireless, connectivity issues using a combination of hardware and software diagnostic tools. Install, configure, and troubleshoot networked printers. • Troubleshoot cellphones and Tablets, configured email accounts, and to the Wi-Fi. • In charge of Print Manager Plus 2010 Enterprise. Show less

PC Support Tech II, MIS Ops & Ntwrk Svcs

• Jun 2015 - Nov 2015

1. Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. 2. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. 3. Route unresolved calls to other specialists. 4. Maintains and updates records and tracking databases. 5. Alerts management to recurring problems and patterns of problems. Coordinate PC upgrades/replacements as necessary ensuring user specific settings/configurations are maintained and all user data, network shares, and network printers are restored. • Create PC images for staff and plants. • Install, configure, and troubleshoot an array of client side software relating to office operations and plants. Show less