High-energy IT Support Associate, recently graduated with a Bachelor's of Science degree in Information Technology, specializing in Applied Cybersecurity and Cloud Computing, eager to further develop acquired skills and gaining additional real-world experience. Highly organized, responsible and adaptable when faced with problems or changes. Positively impact IT support and help desk operations with top-notch communication and critical thinking skills.
Hi, I’m
Allyssia Balmaceda-Dela Cruz
IT Support Engineer
South Riding,VA
Summary
Overview
2
years of professional experience
4
years of post-secondary education
Work History
Amazon Web ServicesArlington, VA
IT Support Engineer
08.2021 - Current
Job overview
- Provided IT support to non-technical internal users through desk side support services - assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for internal, corporate Amazon employees across various time zones/regions.
- Used ticketing systems to manage and process support actions and requests.
- Assigned to special ticketing team in relation to encrypted drives and laptops used by previous Amazon employees.
- Wrote and reviewed tickets to request maintenance to various types of equipment and internal Amazon applications and created patches and solutions to fix bugs in existing applications.
- Installed CrowdStrike security applications - ensuring Microsoft Bitlocker and Casper (MacOS) device encryption is enabled and active at all times.
- Built and maintained internal knowledge base articles for organization.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Served as "onboarding buddy" to other newly hired IT Support Associates on my team - assisted in providing training needs and further knowledge about support/work-related questions.
- Collaborated with supervisors and Escalation Team (Tier 2 Support) to escalate and address more complex customer inquiries or technical issues.
Marymount UniversityArlington, VA
IT Support Help Desk Student Worker
03.2019 - 01.2020
Job overview
- Installed and configured various computer hardware, software, networks, printers and A/V equipment.
- Responsible for daily management and maintenance of WEPA Printers.
- Re-Imaged Windows 7/8/10 and Mac Desktops
- Provided technical support across campus, in-person and over-the-phone.
- Worked with head supervisors and student workers in resolving student and faculty software problems, improve operations and provide exceptional customer service.
- Increased customer satisfaction by resolving Canvas, Gmail, and other internal Marymount services/tools issues
Fatfoogoo AGVienna, Austria
Software Developer Intern
11.2016 - 12.2016
Job overview
- Developed and wrote software to test pre-written programs in Java.
- Worked through Microtransaction (MTX) process to identify recursions resulting towards fraudulent transactions.
- Collaborated on all stages of systems development lifecycle, from requirements gathering to production releases.
- Developed code fixes and enhancements for inclusion in future code releases and patches.
- Performed testing on software to uncover bugs and troubleshoot MTX issues before application launches.
Education
Flatiron SchoolsWashington, DC
Certificate from Cybersecurity Analytics
02.2022 - 10.2022
University Overview
- Continuing education through the Amazon Career Choice Program
Marymount UniversityArlington, VA
Bachelor of Science from Information Technology
08.2017 - 05.2021
University Overview
- Specializing in Applied Cybersecurity & Cloud Computing
- Center of Academic Excellence in Cyber Defense Education (CAE/CDE)
Relevant Coursework:
- Computer Networking
- Corporate Cybersecurity
- Cloud Computing
- Cyber Ethics
- Cybersecurity Principles
- Database Technology
- Operating Systems and Virtualization
- Software Testing and Quality Assurance
Skills
Ability to learn new programming concepts quickly and efficientlyundefined
Timeline
Flatiron Schools
Certificate from Cybersecurity Analytics
02.2022 - 10.2022
IT Support Engineer
Amazon Web Services
08.2021 - Current
IT Support Help Desk Student Worker
Marymount University
03.2019 - 01.2020
Marymount University
Bachelor of Science from Information Technology
08.2017 - 05.2021
Software Developer Intern
Fatfoogoo AG
11.2016 - 12.2016
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