Cierra McFarland
Antioch,TN
Summary
Skilled IT professional with background in military digital system analysis and civilian technical support. Strengths include deep comprehension of complex networking systems, ability to remediate hardware and software issues, and provide deliverables from ranging from local end users to executive branch government officials
Overview
9
9
years of professional experience
1
1
Certification
Work History
On-Site Support Analyst
Bank of New York
Nashville, TN
10.2022 - Current
- Technically support clients via telephone, live chat, and email, ensuring global banking operations continue as expected.
- Evaluate customer feedback to identify areas of improvement and implemented changes accordingly.
- Resolve configuration, degradation, and known issues with hardware and software.
- Created detailed documentation for all support related tasks including problem resolution steps and best practices.
- Train end-users on the use of specific software applications or other IT-related topics.
- Test new products and services prior to launch to ensure they meet quality standards.
- Manage user accounts within Active Directory environment while ensuring compliance with company's security policies
Digital Network Exploitation Analyst, SrA
Air Force
San Antonio, TX
08.2015 - 08.2020
- Represented the Air Force in a Joint Service Task Force for the National Security Agency.
- Conducted forensic analysis of digital media to detect suspicious activities or evidence of malicious behavior
- Identified, analyzed, and documented network protocols in order to exploit vulnerabilities
- Performed vulnerability assessments on networks using automated tools and manual methods.
- Maintained an up-to-date knowledge base of emerging threats and security trends in order to identify potential risks.
- Assisted with developing strategies for countering advanced persistent threats.
- Served on a multi-discipline team providing support to operations conducting missions on the ground, assessing threats to Department of Defense entities within the area of responsibility.
- Conducted targeted signals intelligence analysis to support approximately 500 Special Forces and Federal civilian intelligence employees.
- Produced complex, multi-source intelligence products derived from intelligence data collection, analysis, evaluation, and interpretation.
- Administered dissemination of intelligence products to inter-agency analysts, including the National Security Agency (NSA).
Education
Bachelor of Science - Network Engineering
Western Governors University
Salt Lake City, UT10-2025
Certificate of Apprenticeship Completion - Help Desk Technician
Franklin Apprenticeship
01-2024
Associate of Applied Science - Intelligence Studies And Technology
Community College of The Air Force
Montgomery, AL02-2020
Skills
- User Account Management
- Remote Support
- Incident Management
- System Administration
- Application support
- Call Management
- Helpdesk operations
- Troubleshooting and diagnostics
Certification
- Comptia A+ - Oct 2023
- Linux Essentials - May 2024
- Microsoft 365 Fundamentals - Nov 2023
- ITIL Foundations - Sep 2024
Accomplishments
- Airman of the Quarter - Feb 2018
Timeline
On-Site Support Analyst
Bank of New York
10.2022 - Current
Digital Network Exploitation Analyst, SrA
Air Force
08.2015 - 08.2020
Bachelor of Science - Network Engineering
Western Governors University
Certificate of Apprenticeship Completion - Help Desk Technician
Franklin Apprenticeship
Associate of Applied Science - Intelligence Studies And Technology
Community College of The Air Force
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