Michelle Wyrick Email & Phone Number

United States

Tempe, Arizona, United States

-Provided elevated (tier 3) support for over 5000 endpoints.-Handled critical issues affecting clients’ applications, operating systems, networks, security, and hosted services.-Maintained an accurate account of time spent on client tickets through detailed ticket notes using ConnectWise Manage.-Supported Sophos Firewall, Sophos Endpoint Security, Sophos wifi, and Sophos MDM.-Conducted weekly audits of internal firewalls for intrusion detection, failed sign-ins, and updates; adjusted firewall configurations based on attack trends.-Created standard operating procedures and ensured client documentation was continuously up to date within IT Glue.-Ensured firewalls were continuously backed up, set up HA pairs, and updated firmware to address vulnerabilities.-Maintained virtual environments within VMware, Hyper-V, and Azure.-Utilized command line and powershell for troubleshooting and resolving issues.-Implemented zero-trust endpoint protection (ThreatLocker) application control, elevation control, and ringfencing.-Generated and installed digital certificates across various on-premises and cloud platforms.-Managed email authentication (SPF, DKIM, DMARC) for Microsoft 365 tenants.-Secured Microsoft 365 services with authentication policies, registration campaigns, and conditional access and updated email collaboration policies.-Leveraged Microsoft Purview eDiscovery for cybersecurity investigations and litigation support-Used Passly, Authanvil, and Microsoft to manage user access and authentication for various applications.-Mentored tier 1 and tier 2 technicians.-Assisted project team with on-sites for equipment replacement.-Maintained career development plan with quarterly goals to obtain certifications each quarter.

Phoenix, Arizona, United States

-Provided level 2 support over the phone and in person.-Acted as the primary onsite technician, handling over 90% of onsites.-Assisted in the onboarding of clients.-Maintained and installed all network room assets; servers, firewalls, switches, storage, UPS, and physical access.-Worked with active directory, file permissions, domains, and group policies.-Migrated user profiles from local accounts to and Azure Microsoft account.-Performed ethernet cable runs and setup of new network equipment.-Worked closely with clients and our team to ensure excellent customer service.-Assisted the project engineer with the implementation of new features/programs.-Assisted in creating internal and client-facing documentation.-Knowledgeable in on-prem AD management and Azure AD environment.-Experienced in Microsoft 365 and Azure environment.-Set up users with sharepoint. -Assisted with email migrations.-Monitored and addressed security alerts.-Implemented MFA with Microsoft Authenticator, Google Authenticator, Yubikey, and Duo.-Implemented Endpoint security with CylancePROTECT.-Utilized Datto PSA for ticket and time documentation.-Installed Sonicwall Firewalls.-Configured and implemented Sonicwall SSL VPN.-Utilized Unifi Cloud Controller and Unifi APs.

Mesa, Arizona, United States

-Managed IT services in facilities ranging from healthcare facilities, business offices, hotels, and residential.-Managed server shares and user access to data.-Handled ethernet cable runs in existing buildings as well as buildings under construction.-Installed security cameras and NVRs in accordance with state law for medicinal facilities. -Performed networking, hardware, and software troubleshooting.-Assisted customers with remote support by use of RemotePC.-Handled installs for servers, computers, APs, printers, VOIP phones, televisions, and smart doorbells.-Utilized RMM software to monitor the health of systems within businesses.-Created new users on a domain and disabled access to terminated employees.-Managed customer emails in the Office 365 environment as well as in an email exchange server environment.-Managed email signatures using CodeTwo Exchange Rules 2016 with Active Directory.

Gainesville, Fl

-Assembled, labeled, packaged, and serviced medical products primarily composed of electrical and/or mechanical components where operation, sequence, and materials are specified by work instructions, diagrams, and bill of materials.-Composed test instructions and work procedures for new devices, as well as assisted in updating out of date work instructions. -Utilized equipment such as function generators, multimeters, electrical safety testers, and oscilloscopes to perform tests.-Worked within a PC Windows based environment to perform testing using proprietary software, and record manufacturing information.-Implemented the use of software such as Jira, Fishbowl, Bartender, and Confluence. -Used command line interface for programming of electronic components.-Excellent attention to detail and ability to follow specific instructions while performing repetitive tasks.-Identified errors and suggested solutions related to manufacturing processes.-Performed in-process and final verification to confirm products are manufactured according to quality and test specifications.-Identified, analyzed, troubleshooted, and serviced non-conforming products.-Maintained identification and traceability of parts and products in order to perform accurate inventory adjustments.-Performed annual inventory checks.-Fulfilled all necessary documentation requirements in accordance to the applicable procedures.-Worked closely with the Quality Manager to ensure that we adhere to the quality system in order to meet customer and regulatory guidelines.-Assisted in the preparation of the company’s annual audits. -Followed HIPAA regulations to guarantee confidentiality for devices that came in for repair that contained patient information and patient studies.-Certified IPC Specialist- IPC J-STD-001 .-Excellent lead-free hand soldering technique for components up to 0402, with a main focus of class 2 boards.-Performed quarterly ESD calibrations.

-Performed basic and software specific troubleshooting.-Built, repaired, and tested computer systems to designated specifications.-Followed HIPAA regulation by ensuring that studies are encrypted before transferring repaired patient studies remotely. -Completed customer service training to ensure customers were handled in a friendly yet professional manner. -Worked closely with engineers to guarantee clear communication of bugs within the software.-Maintained a constant high customer satisfaction rating.-Documented all information acquired during customer interactions, allowing us to properly follow up on ongoing support.

Gainesville, Florida Area

-Responsible for workplace upkeep, organization, and cleanliness. -Productively multitasked to guarantee shift goals are completed in a timely manner.-Effectively communicated with customers to maintain customer satisfaction.-Managed financial transactions in the workplace, i.e., processed cash, check, credit and debit card payments. -Genuinely greeted guests to extend a warm and welcoming environment.

It Security, 4.0

Bachelor’S Degree, Sociology, 3.47

Activities and Societies: Kappa Phi Lambda Sorority Inc., Filipino Student Association, Asian Kaleidoscope Month.

Associate'S Degree, Sociology, 3.53 Gpa