An Apprentice being trained under a Department of Labor approved Registered Apprenticeship Program as a Cybersecurity Analyst (SOC I) as aligned to the NICE Workforce Framework Cyber Defense Analyst work role.• Planning, implementing, upgrading, and monitoring security measures for the protection of computer networks and information. • Learning to assess system vulnerabilities for security risks and propose and implement enterprise risk mitigation strategies. • Identifying and applying appropriate security controls and responding to information security breaches.

• Active Directory, Mimecast, Onboarding, Change Requests, and Offboarding Subject Matter Expert.• Office 365 Administrator• Provide technical support for Credit Union in GA, IL, & NV.• Email Archive and Email Network Storage.• Troubleshooting workstation and network connectivity issues using ticketing system.• Managing desktops, laptops, printers, banking devices, and software.

• Managing desktops, servers, related appliances, printers, and software. • Assisting with system enhancements and modifications.• Providing technical support for endpoint devices for almost fifty employees across four branches. • Troubleshooting workstation and connectivity problems. • Overseeing Email ticketing system, Active Directory, Adobe and Docusign License Management, Asset Management, Duo Security Administrator, Antivirus Administrator, Fiserv Administrator, Office 365 Administration, Windows Administration, VOIP devices, and image creations.

• Interacted directly with Department and County technology users via calls or emails to document, troubleshoot, accurately prioritize, resolve incidents, and other reported issues.• Leveraged service management software to document, and route incidents for appropriate service management/delivery departments to furnish additional troubleshooting assistance, and incident response resources.• Provided configuration, deployment, and technical support for endpoint devices (I.e. desktops, printers, laptops, tablets, monitors), applications and software.• Monitored and tracked the status of open/ongoing issues, works with support teams to determine estimated time of resolution, and communicate incident status if needed.• Identified opportunities and develops records and procedures in collaboration with support staff to assist in the resolution of future incidents and fulfillment of future service requests.• Provided VPN and RDP installation and technical support to teleworkers during COVID-19 crisis.

● Handled troubleshooting system difficulties for more than 1000 Windows desktops, laptops, 2000+ Chromebooks, and 50+ Android tablets.● Maintained trouble ticketing system to handle Incident Management, WAN, LAN, DHCP, Active Directory, Google Admin Console, VOIP devices, web filtering, Office 365 Administration, Windows Administration, Facebook account, and malware removal.● Created images, planned, managed, and implemented hardware refreshes and Windows migrations.● Delivered technical assistance for Pre-K-12th grade students, teachers, and employees.● Executed software installation and updates to Windows computers, printers, Smartboards, and Chromebooks.● Performed maintenance and repairs on classroom technology on a consistent basis.● Troubleshooted wireless devices at the Central Office and four schools.● Co-led interns.

● Troubleshot equipment and connectivity issues with printers, Electronic Label makers, Computer Capture Whiteboard Devices, and Industrial Label Printers. ● Coordinated deployment and upgrades of Microsoft .NET framework, Windows updates, Dymo Label Software, printer drivers as well as Microsoft Word, Excel, and Outlook add-ins. ● Operated and maintained all computer systems and databases. ● Oversaw data entry, troubleshooting, and systems inspection software to assist in diagnosing the root cause of customer’s technical issues. ● Served as the first point of contact for customers with complaints or questions concerning IT issues or concerns. ● Identified and resolved issues related to network malfunction or poor internet connectivity.

● Supported the College of Engineering’s Windows XP/7 desktops and laptops. ● Configured and updated engineering programs via shared network servers, in addition to windows, and BIOS upgrades while using Deep Freeze. ● Provided technical assistance to users as well as faculty and students. ● Orchestrated imaging PC’s, establishing local policies and placing them into the framework. ● Organized the maintenance of the lecture hall and logging conditions of smart classrooms.

● Updated and created membership registration for a well-known youth organization. ● Oversaw payment of annual and lifetime membership due fees through the organization’s financial aid and credit card payment using an iMIS platform.

● In/outbound telephone and customer service windows coverage and answered e-mails using Microsoft Outlook. ● Handled logging and distributing incoming/outgoing postal mail and proper tax forms that were needed into Banner. ● Contacted students and/or the parents in my assigned section to submit documents required to complete their file. ● Completed special projects assigned by financial aid directors.