● Provide Tier 1 support to university students, utilizing active listening skills and effective communication to troubleshoot technical issues. ● Maintain communication with the client until full resolution (in tier 1 tickets)● Analyze ticket trends and develop new SOPs or update existing ones to improve efficiency and user experience.● System Admin for systems such as Zoom, Jira, Atlassian, Alfred, TDX Arena, OKTA, KONTRA, Slack.● Create issue escalations, flagging possible system issues or ongoing bugs that affect users and monitoring their remediation.● Assist clients with account verification, password resets, system misconfigurations, cybersecurity labs, networking labs, or incorrect system usage.● Verifying and remediating client information relative to internal record database systems.● Lead training on Packet Tracer

Project highlights include:• Utilized Kali virtual machines and Metasploitable to crack archive passwords, discover credential hashes, extract credentials, discover open ports, and exploit system vulnerabilities• Leveraged knowledge of MITM attacks, network scanning, brute-force, social engineering, Windows and Linux privilege escalation, web application security, and vulnerability scanning to develop threats• Initiated forensic investigation using SIFT Workstation and Flare VM; acquired threat data for analysis and preserved malware information using CAINE• Identified malicious content on infected machines using Zeek, as well as filtering techniques, and recommended corrective action• Configured security controls such as honeypots, data loss prevention, mail security, and Splunk SIEM to improve threat detection and optimize incident response time.

Utilized active listening skills, empathy and communication skills to support international student population navigate complex enrollment process. Effectively troubleshot issues related to technology.- Investigating and resolving issues with computer to printer communication by assisting students and staff with proper printer setup configuration- Collaborate with faculty, program directors, campus counselors and administrators to help resolve students' academic and administrative problems.- Assist with the review and revision of an office operations