Ciara Perry
Summary
Dependable professional with extensive helpdesk and sales experience. Proven ability to assist end-users with complex technical issues while maintaining clear communication. Expertise in addressing diverse inquiries and providing tailored high-end product solutions to meet client needs.
Overview
9
9
years of professional experience
Work History
IT Support Specialist III
ISSA LLC
Remote
12.2022 - Current
- Acted as highest escalation point for complex technical issues, ensuring infrastructure health and leading advanced troubleshooting for cloud and on-premise systems, improving resolution times.
- Oversaw enterprise security operations with SentinelOne and Arctic Wolf, conducting deep-dive threat analysis and facilitating incident remediation.
- Led the administration of Azure and Entra ID environments, including the implementation of conditional access policies and identity management strategies.
- Optimized Microsoft 365 and Google Workspace configurations while maintaining Meraki network infrastructure, enhancing high availability and ensuring security compliance.
Sales Associate
US Cellular
Washington, NC
01.2018 - 12.2022
- Consistently exceeded regional sales quotas by over 130%, ranking as the #1 Top Salesperson in the region for three consecutive years.
- Assisted customers in selecting mobile devices and plans.
- Maintained knowledge of current promotions and product offerings to inform customers.
- Provided technical support for devices and services to enhance customer experience.
- Trained new associates on sales techniques and product information effectively.
- Handled customer complaints in a professional manner.
Technical Support Analyst Tier II
One Source Communications
Greenville, USA
12.2021 - 12.2022
- Provided Tier II escalation support for Microsoft 365, Azure, and Meraki environments, resolving complex technical issues to enhance system reliability.
- Administered Entra ID users, groups, MFA policies, and permissions, ensuring secure access and compliance with organizational standards.
- Investigated endpoint alerts using SentinelOne and Arctic Wolf to identify and mitigate potential security threats.
- Documented remediation steps using Ninja One, ConnectWise, and Nable to streamline incident response process.
Technical Support Analyst Tier 1
One Source Communications
Greenville, USA
12.2017 - 12.2021
- Served as first point of contact for IT support and security-related requests, ensuring prompt resolution and user satisfaction.
- Provided support for users in Microsoft 365 and Google Workspace environments, enhancing user experience and collaboration.
- Handled password resets, MFA enrollment, and account provisioning to ensure user access and security.
- Executed incident triage and escalated issues as needed, improving response times and resolution effectiveness.
Education
Cybersecurity Boot Camp -
UNC Charlotte
Charlotte, NCSkills
- Microsoft 365
- Identity management
- Cloud services
- Incident response
- Software troubleshooting
- Network troubleshooting
- Infrastructure management
- System management
- User assistance
- Ticket resolution
- Technical analysis
- Software deployment
- Application deployment
- Network setup
- Hardware support
- Hardware troubleshooting
- Mac support
- System monitoring
- Technical documentation
- User training
- Project coordination
- MS Office
Key It Initiatives Projects
- Entra ID SSO Integration, Engineered the transition of all corporate software and applications to Microsoft Entra ID Single Sign-On (SSO) through Azure, significantly reducing password fatigue while hardening access controls.
- JAMF Implementation, Directed the installation and configuration of JAMF for the organization's Mac environment, establishing secure baseline configurations and automated application deployments for macOS users.
- Enterprise IT Audit, Developed and executed a comprehensive auditing framework for all IT assets, building detailed tracking systems for device hardware, software licenses, and application access to ensure compliance and optimize IT spending.
Technologies
Azure & Entra ID, Microsoft 365, Google Workspace, Meraki, SentinelOne, Arctic Wolf, Jira, HubSpot, Shopify,Smartsheet, Ninja One, ConnectWise, Nable
Education Academic Projects
UNC Charlotte, Cybersecurity Boot Camp, Securing Cloud Applications Project: Developed a cyber-blog web application using Azure Cloud services, Docker containers, and Azure Key Vault.
Accomplishments
- Employee Performace 2023
Sales Achievement
- Consistently exceeded regional sales quotas by over 130%, ranking as the #1 Top Salesperson in the region for three consecutive years.
- Top in NorthEast Region for two year straight
- Earned Trip to Cancun for top performers at company in 2019
Timeline
IT Support Specialist III
ISSA LLC
12.2022 - Current
Technical Support Analyst Tier II
One Source Communications
12.2021 - 12.2022
Sales Associate
US Cellular
01.2018 - 12.2022
Technical Support Analyst Tier 1
One Source Communications
12.2017 - 12.2021
Cybersecurity Boot Camp -
UNC Charlotte