Alyssa Plaza
Rio Grande Valley,TX
Summary
Dedicated information technology professional with a passion for tech and committed to safeguarding digital assets. Leveraging a diverse skill set that includes industry certifications like (ISC)² Certified in Cybersecurity and CompTIA Security+, to uphold best practices and contribute to a secure digital future. Fluent in English and Spanish, fostering collaboration and effective communication across diverse environments
Overview
11
11
years of professional experience
Work History
IT Security & Support Analyst
Cats United
Austin, TX
05.2022 - 02.2025
- Investigated, triaged, and resolved technical and security issues using Microsoft Defender and Azure Sentinel.
- Used Jira ticketing software to manage, track, and resolve technical and security issues, providing timely support to users.
- Created and managed user accounts in Active Directory and Entra ID (formerly Azure AD), assigning role-based access permissions.
- Delivered security awareness training to end users, promoting safe practices and reducing risk of human error.
- Applied CIA triad principles to maintain data and system security.
Technical Advisor (Remote)
Apple Inc.
Austin, TX
08.2015 - 04.2023
- Delivered world-class customer service and expert technical support for macOS and iOS systems, including network and system performance monitoring, security scans, and malware remediation to ensure optimal device efficiency and security.
- Assisted end users and Apple developers with system imaging, backups, updates, recovery, and issue resolution, leveraging Apple Developer tools and ticketing systems to maintain smooth workflows and high satisfaction.
- Conducted image scanning for iTunes and App Store content to enforce compliance with Apple’s art and media guidelines, while promoting security awareness and best practices to safeguard user data.
Internet Services Technician (Remote)
Support.Com
Austin, TX
11.2013 - 08.2015
- Assisted clients with setup, configuration, and troubleshooting of modems, routers, computers, mobile phones, and smart devices, ensuring secure and reliable network connections.
- Managed key network protocols and services including DNS, DHCP, WAN, LAN, TCP/IP, and port forwarding to optimize network performance and connectivity.
- Implemented and maintained wireless security measures such as WPA2, WPA3 Enterprise, Radius authentication, encryption algorithms, and access control lists (ACLs) to safeguard client networks.
- Utilized remote desktop tools like Nexus for hands-on technical support and Zendesk for efficient ticket management and client follow-up, ensuring timely resolution and high customer satisfaction.
- Conducted security audits and vulnerability assessments, identifying risks and recommending tailored security solutions to enhance network defenses.
Education
Bachelor of Science - Information Security
University of The People
02-2026
CompTIA Security+ Certification -
CompTIA
09.2023
(ISC)² Certified in Cybersecurity Certification -
(ISC)²
07.2023
CompTIA ITF+ Certification - Information Technology Fundamentals
CompTIA
06.2023
CompTIA Network+ | CompTIA Project+ Certifications -
CompTIA
07.2015
Associate of Arts - Information Technology - Network Admin
University of Phoenix
02.2014
Timeline
IT Security & Support Analyst
Cats United
05.2022 - 02.2025
Technical Advisor (Remote)
Apple Inc.
08.2015 - 04.2023
Internet Services Technician (Remote)
Support.Com
11.2013 - 08.2015
Bachelor of Science - Information Security
University of The People
CompTIA Security+ Certification -
CompTIA
(ISC)² Certified in Cybersecurity Certification -
(ISC)²
CompTIA ITF+ Certification - Information Technology Fundamentals
CompTIA
CompTIA Network+ | CompTIA Project+ Certifications -
CompTIA
Associate of Arts - Information Technology - Network Admin
University of Phoenix
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