Ethan Ayala Email & Phone Number

Kissimmee, Fl, Us

Tallahassee, Florida, United States

• Responsible for triaging escalated security concerns, including potential ransomware triggers, spam and phishing alerts, Multifactor Authentication (MFA) Fraud, suspicious log-ins from foreign IPs and locations, foreign travel exceptions, GRC-related service requests, software reviews, and other security-based concerns and tickets via Zendesk support tickets. • Proficiency in working with Microsoft Azure AD, Microsoft PowerShell, Proofpoint, Tanium, and Splunk. Other Job responsibilities include occasional SharePoint administration.• IT Service Management (ITSM) responsibilities:o Facilitate Trulieve’s Enterprise Change Management process. o Head weekly enterprise-wide change management meetings.• Governance, Risk, and Compliance (GRC) Analyst responsibilities:o Manage and administer the User Access Review process quarterly, as well as the analysis, write-ups, and delivery of all Sarbanes Oxley (SOX) reports to both internal and external auditors - annually. o Collaborate with audit committee members, including the Compliance Manager, Director of InfoSec, and Director of Sarbanes Oxley (SOX), on miscellaneous GRC-related tasks and SOX-relevant projects.

Celebration, Fl.

• Provided desktop support via inbound calls and online chat to Walt Disney Company, 21st Century Fox, ABC, and ESPN employees. Documentation and Ticket routing are supported via the ServiceNow ticketing system.• Managed Active Directory groups and domain access.• Provided end-user support for Exchange email servers, Disney and ESPN VPN, Bitlocker recovery, and Citrix remote access.• Delivered basic help desk functions including, but not limited to:o Management and troubleshooting of Microsoft 2013/16/Office 365 products.o OS support PC (Windows 7/10) and Mac, including shared folder access.o Diagnose and troubleshoot Network connectivity issues, including Ethernet and Disney wireless issues and configurations.o Supported fundamental security controls, i.e., enforcing AD group policy and McAfee Endpoint Security support.o Maintained telecom access for Cisco VoIP phones, Avaya softphone software, Mobile app token registration (SafeNet Mobile Pass and Okta Verify), and MobileIron enterprise cell phone management.• Managed and supported access and ensured the stability of multiple proprietary software used across the Disney global platform for various functions, including reservations, point-of-sale terminals, Show script processing and writing, theme park access and payments (Magicband+), and more.

Orlando, Florida Area

• Provide technical support for Central Florida realtors in regards to their central real estate listing system, as well as supporting programs and products that work in conjunction with the central listing system. Support includes password reset, browser resets, detailed customer service, and providing technical knowledge of the system and its capabilities.• Responsibilities include heavy case management, with focus on critical documentation, proper escalation procedures, and accurate case routing. Also responsible for maintaining concise and efficient times and metrics regarding customer interactions via phone and live chat support, as well as post call surveys.• Tools used consistently in the job include Cisco Webex remote login and chat tools, Microsoft Office 365, Microsoft CRM Case management tools, and Snag it screen shot tool.

Orlando, Florida Area

• Provide extensive technical support for major colleges around the United States regarding basic hardware and software errors. Support includes password reset, basic network and hardware troubleshooting, learning management system (LMS) support, printer support, AV support, OS support (Mac and Windows) and Office 365 support (including exchange servers).• Backend processes include heavy reliability on remote desktop and Active directory access, as well as using verification and other reset tools proprietary to our company that are built around the specific school. • Responsibilities include case management, with focus on critical documentation, proper escalation procedures, and accurate case routing. Also responsible for maintaining concise and efficient times and metrics regarding customer interactions via phone, as well as post call surveys.

Orlando, Florida Area

• Provide consultation to a multitude of companies regarding NetApp virtual storage administration and technical troubleshooting of various hardware and/or software issues regarding the client(s) filer(s) across multiple platforms across the world. • Various tasks include remote log in through terminal services to offsite servers and filers, log file analysis, verbal and written communications via phone and email with multiple system administrators across the world for the various companies, and directing administrators and personally executing proprietary commands similar to Linux to troubleshoot root system problems.• Responsible for maintaining concise and efficient times and metrics regarding customer interactions via phone as well as post call surveys.

Orlando, Florida Area

• Researching account information and suggesting best services available for the customer at the best rate possible• Assist customers with any questions they have regarding AT&T services or specific transactions requested• Various Tasks include researching billing, ordering products and equipment, basic technical troubleshooting, provisioning services, creating new accounts (including gathering personal information and running credit checks on customers)• Maintaining specific metrics that adhere to both AT&T and Convergys policy and procedures to deliver a quality customer experience

Orlando, Florida Area

Provide 3rd party technical and analytical support to business clients in regards to AT&T products and services.

Orlando, Florida Area

• Completed the A.I.M (Associates Interested in Management) Program at Victoria’s Secret. Training includes specific customer and employee handling (in regards to personable interactions), Sales training, financial management training, Company Operations training, Human Resource training, and Effective Leadership training• Various Tasks include doing stock work such as filling shelves and walls with product, assist customers with any questions they have regarding the product around them and the product they seek, organizing the back room and sales floor according to company standards and manager wishes, taking out the trash in the back room, and picking up the sales floor so that is neat, navigable, organized, and presentable• Also was trained as an emergency cashier and stock lead

Orlando, Florida Area

I teach the martial art of taekwondo to people of all ages. I am currently a 3rd degree black belt and a nationally certified refree, judge, and instructor according to the United States Chung Do Kwan Association.

Orlando, Florida Area

• Assist mentor and other co-workers with various tasks such as repairing Dell computers, looking up information, helping with various physical tasks around the hotel premises, being help desk support for hotel employees and writing down questions and information for my mentor to answer when available.• Did inventory on over 400 computers across 28+ departments across both hotel premises. Using Microsoft Excel 2007 spreadsheets, gathered information including computer service tags, operating systems, and model numbers for the purpose of upgrading all machines across the premises.

Bachelor Of Science (B.S.), Information Technology

Associate Of Arts (A.A.), General Studies

Associate Of Science (A.S.), Computer Information Technology

High School, Wireless Telecommunications