Thực tập tại Everett Community College

6/2019 → 9/2019 (3 tháng)

Everett - Washington

● Assisted 50+ non-computer-system major students at all levels. ● Responsible for software, hardware, and network equipment of 30+ lab’s workstations. ● Troubleshooted 20+ workstations’ issues. Improved performance by 12% and successfully applied 8 critical security patches. ● Played a central role in administering and auditing recycled workstations including students’ confidential information.

Thực tập tại Public Infrastructure Security Cyber Education System (PISCES)

4/2021 → 7/2021 (2 tháng)

Washington

● Served as an operational SOC analyst for monitoring local governments in Washington State as part of cyber defense coursework. ● Evaluated network traffic using time-domain and signature-based analytics. ● Created and managed tickets and notified local government customers when events were confirmed as security incidents.

Thực tập tại Treetop

10/2021 → 6/2021 (3 tháng)

Selah - Washington

● Managed, maintained, and administered 30+ machines (workstations and servers) including OS and third-party software. Responsible for 95% system uptime. ● Diagnosed, troubleshooted, and resolved 20+ issues related to Active Directory, such as licensing, permission, logging, and auditing. ● Provided professional support services by applying different approaches (test scripts, personal expertise, and probing questions). Increased team’s CSAT by 15%.

Nhân Viên tại Wireless Advocates – Help Desk Support Specialist

3/2022 → 1/2023 (10 tháng)

Seattle - Washington

● Provided a wide range of end-to-end support, from general technical troubleshooting to root cause analysis (RCA) of PC. ● Use Citrix, Lenovo terminal management and Cisco Meraki dashboard to deliver cohesive and stable end user experience. ● Troubleshooting networking, escalated software tickets, identifying server related issues and reaching out to vendor contacts as needed. ● Windows environment using Azure, Microsoft Exchange 365, MEM and more ● Assisted and collaborated with 6+ different teams to support 20+ corporate customers. ● Drove service delivery and improved team’s customer satisfaction scores (CSAT) by 35%. ● Proposed and enhanced support systems handling tickets and project management tasks by applying various resolution

Thực tập tại CMC Cyber security

2/2024 → 6/2024 (4 tháng)

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