Professional Experience
Mar. 2024
Mastercard Cybersecurity virtual experience program on Forage,
Security Analyst
- Completed a job simulation where I served as an analyst on Mastercard's Security Awareness Team ● Helped identify and report security threats such as phishing ● Analyzed and identified which areas of the business needed more robust security training and implemented training courses and procedures for those teams
Sept. 2022 - Nov. 2023
Infosys,
Raleigh NC
Tech Support Associate
- As a Tech Support Associate, my role encompassed a broad spectrum of responsibilities focused on ensuring the quality and reliability of software products. I was responsible for both Automation and Manual Testing, utilizing various testing methodologies to identify defects and areas for improvement in software functionality. Proficiency in Agile methodologies is essential, as I worked collaboratively with cross-functional teams to prioritize testing activities and deliver high-quality software within iterative development cycles. My expertise in Selenium and Java programming was pivotal in developing and executing automated test scripts, enhancing testing efficiency and coverage. Additionally, I contributed to the continuous improvement of testing processes and procedures, providing valuable insights and recommendations to optimize software quality assurance practices. Overall, my contributions played a critical role in delivering robust and user-friendly software solutions that meet the needs and expectations of end-users.
Dec. 2021 - Sept. 2022
IBM,
Durham NC
Z Systems Support Associate
- As a Z Systems Support Specialist, My role is multifaceted, encompassing various essential duties within the CSP (Customer Service Provider) domain. My primary responsibility lies in efficiently resolving customer tickets, leveraging my technical expertise to investigate issues, identify root causes, and implement effective solutions. Adhering closely to the escalation process is crucial, ensuring that tickets are escalated appropriately based on severity and complexity. Additionally, I provided specialized Netview support, utilizing tools and platforms to diagnose and address network-related issues. Continuously monitoring our ticketing system allowed me to promptly identify and prioritize new tickets, ensuring timely resolution and proactive management of customer inquiries. Moreover, delivering exceptional customer service was central to my role, requiring clear communication, empathy, and a commitment to exceeding customer expectations in every interaction. By diligently fulfilling these duties, I contributed significantly to maintaining high levels of customer satisfaction and retention within the organization.
Aug. 2021 - Nov. 2021
HCL America,
Durham NC
Help Desk Tier 1
- As a Technical Support Associate, my role revolves around efficiently managing and resolving tickets within the ServiceNow (SNOW) platform, ensuring seamless customer experiences. My primary responsibility is to utilize my expertise to investigate reported issues, navigate software systems adeptly, and provide timely and effective solutions. Following the escalation process meticulously is crucial, guaranteeing that tickets are escalated appropriately based on urgency and complexity. Additionally, my role involves proficient navigation of software systems, enabling swift problem identification and resolution. Continuously monitoring tickets allowed me to prioritize tasks efficiently, ensuring prompt response times and proactive management of customer inquiries. Central to my role is the delivery of exceptional customer service, characterized by clear communication, empathy, and a commitment to surpassing customer expectations. By excelling in these duties, I play a vital role in maintaining high levels of customer satisfaction and contributing to the overall success of the organization.
Nov. 2020 - Aug. 2021
Regency Technologies,
Durham NC
Bench Technician
- As a Bench Technician, my role was pivotal in ensuring the smooth operation of computer systems within the organization. My primary responsibility is to troubleshoot and diagnose hardware issues on both PC and Mac computers, utilizing my technical expertise to identify and resolve any malfunctions efficiently. This involves conducting thorough diagnostics, pinpointing root causes, and implementing effective solutions to restore functionality. Additionally, I was responsible for inventory management and quality control, ensuring that all hardware components meet established standards and are properly documented. My role also involved adept software navigation, enabling me to efficiently navigate the Bios to support troubleshooting efforts and provide necessary technical assistance.
Sept. 2020 - Nov. 2020
Food Lion,
Morrisville NC
Front End Stock Grocer
- Assist customers ● Replenish and restock the store ● Receive and unload merchandise ● Maintain store appearance ● Assist coworkers
May 2015 - April 2020
JC Penney,
Brooklyn NY
Operations Associate
- Execute pricing and signing ● Replenish and restock the store ● Receive and unload merchandise ● Merchandise strategy ● Assist in IT problems
Nov. 2011 - November 2013
The Children's Place,
Brooklyn NY
Sales/ Stock Associate
- Maintain excellent customer service with effective communication * Product knowledge and selling techniques * Merchandise presentation
Education
Google - Coursera
Remote
Cybersecurity Professional -
Mar. 2024
ApprenticeNow - Pre-Apprenticeship
Remote
Software Development/Design Engineer in Test -
July 2022
Queensborough Community College
Queens, NY
Computer Engineering Technology A.A.S -
Aug. 2021
Thomas A. Edison Technical High School
Jamaica, NY
High School Diploma -
June 2009
Skills
- Familiar with Windows
- Familiar with Linux
- Network Troubleshooting
- Software Troubleshooting
- Hardware Troubleshooting
- Python
- SQL
- Bash
- Agile
- SDLC
- Security Hardening
- SIEM Tools
- Inciddent Response
- Security Frameworks
- Security Controls
- Spanish
- Fast Learner
- Adaptable
- Team Player
- Reliable