Dylan Ambrosio
Tampa
Summary
Dynamic Software Support Specialist with proven expertise at Suvoda, adept at resolving complex IRT issues in clinical trials. Skilled in SQL and customer service, I effectively manage competing priorities while collaborating with cross-functional teams to enhance system integrity and compliance. Passionate about delivering impactful solutions in a global environment.
Overview
3
3
years of professional experience
Work History
Software Support Specialist
Suvoda
Remote
09.2024 - Current
- Provide tier-1 and tier-2 system support to users across 70 countries via telephone and email, resolving IRT (Interactive Response Technology) issuers in a regulated clinical trial environment.
- Add and update highly sensitive production data for clinical tria;s, ensuring trial integrity and regulatory compliance using Zendesk, Jira, SQL, SendGrid and Confluence.
- Troubleshoot, diagnose and escalate system issues to relevant engineering teams; document all communications and resolutions.
- Manage competing priorities across multiple open tickets, adapting product expertise to resolve complex user issues efficiently.
- Collaborate with cross-functional teams to identify and deliver solutions for system users globally.
Threat Hunting Internship
St. Bonaventure University
Saint Bonaventure, NY
10.2023 - 05.2024
- Conducted continuous threat hunting within the Windows Registry using osquery and SQL to detect indicators of compromise.
- Researched all aspects of the WIndows Registry while maintaining system integrity; documented all findings.
Education
Bachelor of Science - Cybersecurity
St. Bonaventure University
Saint Bonaventure, NY05-2024
Associate of Science - IT Network Security
Erie Community College
Buffalo, NY12-2022
Skills
Technical Skills:
Language & Query: SQL, PowerShell, Bash, Visual Basic, KQL, Osquery
Security Tools: SecuirtyOnion, Wireshark, PFsense, Windows Event Viewer, Penetration Testing
Systems & Platforms: Linux, Windows, Active Directory, Vmware, Server Management, Network Administration
Ticketing & Support: Zendeck, Jira, Confluence, SendGrid
Other: Firewall Rule Cration, Network Secuirty, Microsoft Office Suite, Customer Service
Timeline
Software Support Specialist
Suvoda
09.2024 - Current
Threat Hunting Internship
St. Bonaventure University
10.2023 - 05.2024
Bachelor of Science - Cybersecurity
St. Bonaventure University
Associate of Science - IT Network Security
Erie Community College