Excited to be progressing within Liberty Mutual to a new and exciting chapter as a Cyber Security Engineer!I'm eager to leverage my extensive background in front-line support to contribute to the organization's cybersecurity initiatives. My diverse experience has equipped me with a unique perspective and understanding of various technology realms, allowing me to approach security challenges with a comprehensive mindset. I'm grateful for the continuous opportunities for growth and development within Liberty, and thrilled to apply my knowledge and skills to enhance our cyber defense strategies to ensure the integrity of our digital assets.

Level 2 end user support for remote and on-site employees in a Fortune 100 financial services / insurance organization.Most recently, my focus has been dedicated to learning in addition to production support. In the past year I have attended two instructor-led programs: one, a “MERN / Full Stack Engineering” training program that ran from January through September 2023. In that course, I learned:HTML, CSS, BootstrapJavaScript MongoDB, Express, React and Node.js(and on my own time, I’m working with Next.js).I also completed the “Infrastructure Engineering Academy” program sponsored by Liberty Mutual. This was a full time, 5 days per week training that ran from August to December 2022. I learned:Python, Linux, Git/GitHub, REST APIs, Ansible, Docker, Kubernetes, AWS, Azure, and Splunk - among other things.These two courses have sent me down the path towards what I hope to be a fulfilling career progression to a more developer-oriented role.In 2021, I successfully transitioned from a primarily telephony-focused role back to the direct end user support role I excelled at in previous years.My telephony experience was key in migrating over 10,000 employees from an on-prem Avaya desktop softphone application to a cloud-based solution over the course of a weekend.

Second and third level phone system support of 1500+ user contact center in an Avaya environment. Migrated 1000+ users from desk phones to One-X Agent softphone, and subsequently to Avaya Agent for Desktop. As part of COVID-19 response, assisted all of those users with setup and configuration of Avaya products to work with their home networks. Coordinated network and telephony equipment relocation during physical expansion from 700 seat office space to larger office space, followed by addition of two 400 seat satellite offices on corporate campus. Served as on-site support for all network and telephony equipment, as well as UPS backup systems. Meticulously maintained cleanliness and organization of all IDF network closets and MDFs. Main point of contact for all server and network operations on the campus. Due to earlier server support experience, I routinely racked new equipment and repair or replace existing equipment. Regularly supervised external contractors for low-voltage cabling installations, office space restacks, and any other facilities work that could affect network equipment. Coordinated with vendor and building facilities department for quarterly inspections of large Liebert UPS systems. Took initiative to attain Scrum.org Scrum Master and Product Owner certifications to improve communication between my team and other teams in the enterprise that have fully adopted Scrum.

Second and third level local and remote desktop support in a 700 user Microsoft environment. Assisted with site wide upgrade to Windows 2000 and from Windows 2000 to Windows Vista. Lead project to upgrade 700+ users from Windows Vista to Windows 7. Coordinated move of desktop PCs and equipment from smaller main office to Liberty Lake campus. Due to a security breach in the Richardson, TX office, the desktop support team was let go. I traveled and worked there for 2 months, serving as solo support staff as well as interviewing and hiring replacements. Traveled to Walnut Creek, CA office to fill in as support staff during a peer’s leave of absence. Traveled to Missoula, MT and Boise, ID to build new network equipment racks and install new network equipment during office moves to new space. Performed PC hardware repair for multiple sites. Attained certification for warranty repair on Compaq servers, HP servers, HP laptops and desktops, as well as Lenovo laptops and desktops. Received multiple internal awards for outstanding customer satisfaction surveys and key performance indicators. Known among site managers as going above and beyond to ensure low employee downtime and fast response to incident reports. Re-wired IDF and MDF patch panels, and built new open racks to replace old server cabinets. Developed tracking and shipping system for offsite storage of backup tapes.