Work experience

• Cybersecurity Analyst

  New Season

  2025.04-2026.01

  (10 months)

  • Monitored and triaged security alerts using IDS/IPS and firewall tools, identifying and escalating potential incidents in accordance with established procedures. • Assisted in incident response activities, including investigation, containment, documentation, and remediation of security threats. • Supported vulnerability management and security operations by conducting scans, tracking remediation efforts, maintaining security tools, and contributing to security awareness initiatives.
• Implementation Specialist

  New Season

  2023.04-2025.04

  (2 years)

  • Deploy and deliver new Windows 10 and Windows 11 systems with specially customized settings and solutions to meet the needs of staff across multiple centers. • Monitor, test, and troubleshoot Engage and Queueview system setups to ensure accuracy and reliability, improving experiences of staff and patients. • Collaborate with network and project engineers to develop comprehensive delivery and implementation plans and projects to accelerate and improve company productivity.
• Desktop Support Technician

  New Season

  2020.10-2023.04

  (3 years)

  • Served as first point of contact engaging with clinicians and personnel from across the company regarding their technical issues with Windows 10 and Windows 11 workstations, 3CX phones, and Google Workspace, adeptly identifying underlying causes, and swiftly devising and implementing effective solutions. • Received, managed flow of, and documented incoming support requests using Zoho Desk ticketing system, ensuring efficient, timely responses and resolutions. • Supported company growth during infrastructure expansions by meticulously staging Windows 10, Yealink, and Unifi equipment for end users and executing on-site physical deployments, enabling 5 new clinic openings and immediate staff operations.
• Technical Support Analyst

  ION247 Managed Services

  2017.05-2020.10

  (3 years)

  • Led projects focused on migrating approximately 500 end user workstations from Windows 7 to Windows 10, aligning with stringent security requirements and achieving PCI compliance for 20 clients. • Oversaw server management and monitoring for diverse clients, leveraging Active Directory to configure domain user accounts and groups, while implementing user and computer security settings through Group Policy Management. • Oriented 5 Tier-1 support analysts to the unique needs of various clients and mentored in issue resolution, enabling them to operate with greater independence, speed, and higher rates of customer satisfaction.