What I’ve been gifted through being a Coach is a wellspring that replenishes me and deepens my appreciation for what I have in life and how I can serve my community near and abroad. The HBC coaching program is pivotal for my career and I can confidently say it has provided an accelerant to my professional growth that I will always benefit from enabling me to more skillfully manage upward career progression and relationships.Having unconditional support from Carlyne, Michael and Eric was my greatest appreciation from the program as I went through one of the more difficult seasons of my life and I have felt the continued support of the HBC Community. The HBC Coaching program is an investment in yourself and the relationships you create for the rest of your life.

Pursuing and acquiring knowledge in Security Awareness has helped me build a stronger foundation of Cyber fundamentals and knowledge than I would have by pursuing learning in a more ad-hoc manner. This increased my confidence, curiosity and engagement while allowing me to apply my understanding to customer engagements more readily.Being able to Facilitate this knowledge effectively to those in my community has increased my value proposition and diversified my offering to those within my influence.I am very blessed to have had Coaching support and a support network in my corner during this journey.

• Managed ticket que, triaged and provided direct coaching on tickets with 95% customer satisfaction.• Increased ticket resolution rate by 75% in small team.• Supported endpoint security and user accounts, including AD account creation and MFA setup.• Automated security processes with PowerShell, improving audit and file management processes.• Handled VPN, Citrix, and firewall troubleshooting to secure remote work infrastructure.• Performed device hardening and endpoint attack vector audits.

• Triaged and provided 1st line of defense while providing direct coaching on tickets. Coached staff on priority SLA adherence utilizing Jira.• Provided incident management and coordination for major afterhours events.• Managed after-hours critical incident response, reducing MTTR by 40%.• Responded to security breaches, advised on mitigation strategies, and documented incident reports.• Enhanced security posture through process improvements and fine-tuning of false positive alerts.• Provided initial setup, training and written procedure for witbe tool. • Evaluated and provided feedback to enhance shift change over procedures.• Evaluated and communicated MS internal procedures for monitoring cloud instances per service category and defined maintenance agreements. • Created documentation outline for monitoring customer sites and data anomalies.

• Managed ticket que, coded and triaged tickets.• Provided 90% customer satisfaction while closing 9+ (L1, L2 & L3) tickets per day.• Advised Administrators on server maintenance and security, and conducted packet analysis using Wireshark.• Advised on incident response for account access attempts and DOS.• Assisted in mitigating threats such as Log4j vulnerabilities and advised clients on preventative controls.• Engaged in network troubleshooting using tools like ProcMon and Procdump and addressed security issues in hybrid environments.

I worked on Power-Shell scripting and Microsoft Azure administration skills.Took career break to serve in volunteer Leadership roles. Helped teams up-skill in online meeting, leadership and presentation skills. Directly managed a Debate focused Chapter and indirectly managed three other areas as an Division Director. For more details about my professional achievements during this time see "Awards and Honors, Courses & Volunteer Experience" below.

• Monitored and remediated security incidents such as phishing attacks, improving workforce reporting accuracy by 95%.• Provided 20+ (L1 & L2) ticket closures per day with 90% customer satisfaction rating.• Provided remote support for branch offices, resolving network and VPN issues during WFH transition.• Enhanced endpoint security through device auditing and remediation.

• Provided 10+ ticket closures per day for small business customers.• Responded to phishing incidents, providing advisement and remediation across multiple client environments.• Administered endpoint patching, malware defense, and server configurations.

User support for Agricultural equipment manufacturer2 man Infrastructure team; technical support & hardware/software lifecycle for Case New Holland plant with over 400 employees. • Sole support for our partner Magnum Warehouse of 50 client machines.• Performed Mix of local and field technical support for both clients• Coordinate & liaise with internal network mobile device resource & vendor; scanner/printer multi-site wireless infrastructure testing and support• Average ticket score grading for 2017/2018; 96.1%• Close 20 - 30 support cases daily • On time/on schedule machine replacements & upgrades 2017/2018; 100%• New Employee deployments 2017/2018; 100% on timeThis consisted of mix tech support, infrastructure upgrades, security audits, Network troubleshooting and testing all in a high pressure environment while delivering machine replacements and setups.

PC Repairmalware removalclient consultationsupgrades and tuneupfield business and residential supportclient training

PC/Mac troubleshooting and triageContract SalesClient consultationsfloor salesmobile device supportmalware and security educationhome networking supportPC maintenance education

Worked in a Software development environment providing deskside support for two branch offices and remote users. Worked with a team of 4 consultants along with one technical supervisor.• Provided 2nd level support issues nationwide with windows-based machines• Provided application support to citrix based applications other 3rd party applications• Provided hardware support for scanners, computers, printers and other hardware• Build and upgraded machines in two departments consisting of 90 staff• Deployed devices to the field users• Provided training support and upgrades to field users

Provided Remote restaurant franchise support windows based server and Unix VM• Supported Registers and card readers• network and modem support• fax/printer support

John Deere - Product Test TechnicianEagle Creek Software - BI ConsultantRockwell Collins - Electronic Technician