Ali Laho
Troy,MI
Summary
Cybersecurity Management graduate student with hands-on experience in IT support, access management, and compliance. Background in healthcare IT systems, digital auditing, and technical documentation across real-world organizational environments. Seeking to apply a security-focused, solutions-driven approach within a fast-paced enterprise setting.
Overview
2
2
years of professional experience
Work History
Clinical Resolution Analyst
HTC Global Services
Troy, MI
11.2025 - Current
- Provide first-level technical support to patients using Cerner patient MyPortal & Epic Mychart, handling password resets, account access issues, and proxy access management.
- Receive incoming calls, verify user identity, and document all incidents and troubleshooting steps in Service Focus ticketing system.
- Escalate unresolved or complex issues to appropriate technical or clinical teams with timely follow-ups, while demonstrating strong multitasking and professionalism in a fast-paced healthcare environment.
IT & Compliance Intern
Crossroads of Michigan
Detroit, MI
09.2024 - 05.2025
- Served as Project Manager for a 4-member intern team, leading a SharePoint digital transformation initiative to improve file organization, security, and compliance across departments.
- Collaborated with senior leadership such as the Vice Operations Director & Department Chairs, to implement file archiving, access controls, and documentation guidelines that enhanced efficiency and ensured alignment with organizational needs.
- Conducted audits of digital filing systems, recommending process improvements that reduced risk of data mismanagement.
- Produced technical documentation and training resources to support staff adoption of new SharePoint standards.
Information Technology Help Desk Support
University of Detroit Mercy
Detroit, MI
01.2024 - 12.2024
- Delivered Tier-1 support for students, faculty, and staff through in-person visits, phone, and email, resolving everyday IT issues quickly and effectively.
- Triaged and escalated high-volume service requests, ensuring timely resolution and adherence to service-level expectations.
- Assisted with PC hardware setup, imaging, and deployment, supporting campus-wide technology rollouts.
- Contributed to file and account management tasks within IT Services, ensuring accuracy and smooth operations.
UX Research Intern
LEEP TO COLLEGE FOUNDATION INC
Remote
06.2024 - 09.2024
- Conducted user research interviews with staff to understand workflows and gather requirements for the nonprofit’s CRM migration.
- Assisted in creating personas and journey maps to support design decisions and improve alignment with end-user needs.
- Helped configure and test the Notion-based CRM, ensuring accurate data entry and usability for staff adoption.
- Supported documentation and onboarding materials to make the new system easier for staff to learn and use
Education
Master of Science - Cybersecurity Management
University of Detroit Mercy
Detroit, MI05-2027
Bachelor of Science - Computer Information Systems
University of Detroit Mercy
Detroit, MI05-2025
Bachelor of Science - Health Services Administration
University of Detroit Mercy
Detroit, MI05-2025
Skills
- Network Security & Monitoring
- Identity & Access Management
- HIPAA Compliance & Auditing
- SharePoint Administration
- Policy & Compliance Documentation
- Cerner MyPortal & Epic MyChart
Affiliations
University of Detroit Mercy Cybersecurity Club President
(09/2024 to 05/2026)
- Lead and mentor a community of 15–20 cybersecurity students, facilitating connections with industry professionals.
- Organized an Alumni Panel Event with 30+ attendees, bringing together cybersecurity graduates and current students.
- Planned and executed club events such as 8–10 hands-on workshops, live demonstrations, and speaker events per academic year.
ISACA Detroit Chapter — Student Member
Cloud Security Alliance — Volunteer
Competitions
2nd Place — ISACA Detroit Chapter Scholarship Cybersecurity Case Competition (12th Annual — March 2026 | 11th Annual — March 2025)
- Competed in back-to-back annual cybersecurity case competitions hosted by the ISACA Detroit Chapter, analyzing real-world security scenarios and presenting findings and recommendations before a panel of industry professionals. Placed 2nd both years among graduate and undergraduate cybersecurity students.
Languages
English
Albanian
Timeline
Clinical Resolution Analyst
HTC Global Services
11.2025 - Current
IT & Compliance Intern
Crossroads of Michigan
09.2024 - 05.2025
UX Research Intern
LEEP TO COLLEGE FOUNDATION INC
06.2024 - 09.2024
Information Technology Help Desk Support
University of Detroit Mercy
01.2024 - 12.2024
Master of Science - Cybersecurity Management
University of Detroit Mercy
Bachelor of Science - Computer Information Systems
University of Detroit Mercy
Bachelor of Science - Health Services Administration
University of Detroit Mercy