Requests
9
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Work Background
CyberSaintCloud Engineer
Apr. 2024
CyberSaint SecuritySystems Administrator
Jul. 2022SysAdmin: Successfully configured and deployed Jamf Apple MDM across an environment of 40+ Mac devices, automating software deployment and configuration, macOS updates, and endpoint security. Developed an internal IT Helpdesk using Jira with integrations with Slack and Google Workspace. Led the implementation of, and trained a support team on our customer-facing Helpdesk and knowledge base powered by Zendesk. Drafted various IT policies and procedures to ensure the safety and productivity of our employees. Wrote basic bash scripts for simple automations like installing software, removing .dmg files, uploading configuration files, etc. Developed command line tools to speed up the process of onboarding new employees using Python and various APIs from applications like Slack, Google Workspace, and Zoom. DevOps: Wrote Terraform code to automate the process of deploying a development environment within Azure, reducing the time it takes to deploy by 50%. Assisted in private cloud/on-prem deployments where I worked with technologies like Docker, K8s, AWS ECS, GitHub Actions, IBM Code Engine, and others. Assisted in developing a CI/CD pipeline by developing GitHub Actions that build and deploy containerized applications to cloud providers like AWS and IBM Cloud. Worked closely with developers to build a microservice that automates a huge workload in AWS using: AWS SQS, AWS Lambda Functions, S3 Buckets, and AWS CDK. (Ongoing project)
Lake Charles Memorial Health SystemHelp Desk Specialist II
Jan. 2022 - Aug. 2022Lake Charles, Louisiana, United States
Cambium Assessment(Remote) Tier 1 Helpdesk
Dec. 2021 - Jan. 2022● Provide helpdesk support, via phone, computer, email, and through our ticketing system, for most issues related to our online testing system.
● Work within our ticketing system to create detailed work logs and technical documentation.
● Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance. Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect or interfere with their work. ● Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
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