Phylicia Ragin Email & Phone Number

Dallas, Texas, US

• 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.

Lombard, IL, US

• 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.

Atlanta, Georgia, US

• 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.
• 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.

• 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.

West Haven, CT, US

• 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.

Menlo Park, CA, US

• 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.

Willimantic, CT, US

• 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.

Cybersecurity Analyst Bootcamp

Bachelor Of Science, Computer Science