Los Angeles, California, United States
IT Support professional with a strong foundation in troubleshooting, endpoint support, and user-focused problem solving. I have hands-on experience supporting systems across O365 and ticketing platforms, assisting users in fast-paced environments, and ensuring reliable, secure day-to-day operations. My background in web development and cybersecurity strengthens my approach to IT support by helping me better understand systems end-to-end and identify potential issues before they escalate. I’m currently studying for the CompTIA CySA+ to continue building my technical skill set. I enjoy helping users, learning new technologies, and contributing to teams that value efficiency, reliability, and continuous improvement. Always open to connecting with IT and technology professionals.
CITY OF LOS ANGELES - LAPL HQ Provided onsite/help desk technical and end‑user support across City departments, resolving hardware, software, and access issues for 300+ staff. ● Logged, tracked, and closed 20–30 daily support requests using Zendesk, consistently maintaining same‑day ticket resolution. ● Diagnosed workstation, network, and application issues using tools such as Command Prompt, Ping, GlobalProtect logs, and MECM. ● Installed, configured, and tested desktops, laptops, peripherals, and City‑managed software applications. ● Performed user account administration in Active Directory including password resets, account provisioning, removals, and group updates. ● Created user-friendly documentation and coached City personnel on standard applications to reduce recurring issues. ● Collaborated with City network and cybersecurity teams to contain and remediate infected devices, isolating endpoints, halting malware spread, and performing full data wipes or reimaging to restore devices to a secure state. ● Device Refresh / Workstation Upgrade Project o Assisted in upgrading aging staff workstations by imaging, configuring, and deploying new Windows devices across multiple departments. o Ensured all software, security configurations, and user profiles were properly migrated before deployment. ● Asset Inventory & Lifecycle Project o Conducted inventory checks of devices, ensuring consistent tracking of laptops, desktops, peripherals, and loaner equipment. o Updated asset records, tagged devices, and retired outdated equipment
Researched emerging cybersecurity threats and vulnerabilities by monitoring industry-leading sources such as Krebs on Security, Dark Reading, and other cybersecurity intelligence platforms
Assisted in delivering cybersecurity consulting services by helping businesses strengthen their defenses and stay ahead of evolving cyber threats. ● Supported technology modernization initiatives by contributing to secure cloud adoption, telecom infrastructure improvements, and the implementation of cost-effective, data-driven security solutions. ● Cybersecurity Awareness Blogging Project o Researched the latest cybersecurity trends and threats, writing insightful blog posts for Up Front Connection's website to educate readers and promote cybersecurity awareness. ▪ The Importance of Cybersecurity: Leveling Up Against Smarter Threats ▪ IPS vs. IDS vs. Firewall: Key Differences Explained & How to Choose the Right Security Solution
Successfully installed and conducted testing of new software across diverse platforms. ● Managed inbound and outbound IT equipment, including inventory tracking, staging, and deployment ● Coordinated with hardware and service vendors to initiate and process RMA requests, ensuring timely replacements and minimal downtime ● Configured, deployed, and maintained network-connected printers, including troubleshooting connectivity and user access issues ● End-User Help Desk Support Project ○ Provided Tier 1–2 technical support for end users via ticketing system, resolving hardware, software, and access issues. Supported Windows and macOS devices while meeting SLAs and maintaining high customer satisfaction.