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Cloud Support & Information Security Analyst (GRC Focus)
education completed:
masters
license info:
COMPTIA
QR Code Link to This Post
Master of Science (In Progress)
Information Technology Management
Anticipated Graduation: December 2026
Associate of Applied Science
Business Management & Cybersecurity
Graduated June 2023
PROFESSIONAL EXPERIENCE
Help Desk Support II | 2024 – Present
Managed 20+ daily support tickets across network, cloud, and endpoint issues while maintaining SLA compliance.
Diagnosed and resolved network instability issues, ensuring reliable connectivity across business-critical systems and remote user environments.
Configured and maintained firewall systems to enforce security policies and protect sensitive organizational data.
Supported cloud data migration initiatives, verifying data integrity and minimizing operational disruption.
Help Desk Support II | 2021 – 2024
Delivered Tier II technical support in a high-volume enterprise environment, managing 50–70 daily interactions across phone, chat, and ticketing platforms while maintaining SLA compliance.
Troubleshot hardware, software, authentication, and connectivity issues across Apple devices, macOS, MFA systems, VPN services, cloud-connected applications, and account recovery workflows.
Performed advanced diagnostics involving configuration profiles, wireless connectivity, synchronization failures, and device restoration procedures.
Applied structured troubleshooting methodologies and cybersecurity best practices to improve first-contact resolution and customer satisfaction.
Quality Assurance II | 2014 – 2021
Conducted quality inspections and compliance audits within regulated manufacturing environments governed by industry quality standards.
Reviewed engineering documentation, technical drawings, and production specifications to identify discrepancies and prevent defects.
Utilized ERP systems for inventory management, compliance reporting, quality documentation, and production support.
Collaborated with engineering, production, and leadership teams to investigate quality issues and implement corrective actions.
PROJECTS
Cybersecurity & Identity Protection Platform
Built a cybersecurity web platform focused on identity exposure monitoring, threat intelligence aggregation, and data broker tracking.
Developed a modular dashboard featuring risk scoring, exposure tracking, and real-time security alerts.
Gained hands-on experience with cybersecurity monitoring, risk analysis, data aggregation, and GRC-aligned workflows.
TRAINING & COURSEWORK
Cybersecurity Bootcamp
Completed December 2023
Relevant Coursework:
Cloud Security Architecture
Risk Management
Identity & Access Management (IAM)
Governance, Risk & Compliance (GRC)
Network Defense
Threat Detection
Cloud Security Concepts
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