Summary
Overview
Work History
Education
Skills
Certification
Timeline
Work Availability
Affiliations
Work Preference
Information Technology Competencies
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Heather Lange-Wilson

Heather Lange-Wilson

Seattle,United States

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level SOC Analyst position. Ready to help the team achieve company goals. Certified in CompTiA Security+, EC-Council CEH, ISC2 Certified in Cybersecurity

Overview

18
18
years of professional experience
3
3
Certificate

Work History

Desktop Support Analyst

MultiCare
Seattle, WA
08.2020 - Current
  • As a Desktop Support Analyst, improved vulnerability remediation by 90% through software deployments, enforced HIPAA-compliant data wiping (DoD 5220.22-M), managed BitLocker encryption, handled account provisioning in S2 and Active Directory, automated tasks with PowerShell, and led a VPN transition with MFA project to successful completion.
  • FortiClient VPN Upgrade: Developed PDQ Deploy packages, ensuring smooth upgrades and minimizing downtime for FortiClient VPN installations. Implemented in-office upgrades for remote users, resolving deployment obstacles while enhancing vulnerability remediation. Tested VPN installation across multiple laptops, ensuring reliable functionality and user access under various scenarios. Created user notifications and coordinated scheduling, streamlining the upgrade process and improving completion rates. Prepared documentation and provided weekly updates, enhancing project transparency and stakeholder communication.
  • Vulnerability Remediation: Resolved vulnerabilities on Navos workstations and MultiCare Servers, significantly enhancing security and reducing data breach risks.
  • Data Security & Access Management: Gathered security requirements across units, strengthening data protection measures and compliance. Developed a roadmap for network drive mapping and application deployment, improving overall data access and management. Tested and resolved policy issues, ensuring a seamless launch and enhanced security for all workstations.
  • Disaster Recovery Enhancement: Identified documentation gaps, enhancing disaster recovery efficiency, and ensuring better troubleshooting. Led the documentation creation process, improving disaster recovery readiness and supporting version rollback capabilities.
  • Backup Server Optimization: Reconfigured Unitrends file management, maximizing server efficiency and increasing available storage. Collaborated with vendors to optimize retention policies, ensuring HIPAA compliance for sensitive data storage.

Technical Support Specialist

Navos
01.2016 - 08.2020
  • As a Technical Support Specialist, I managed file sharing and group permissions, assisted with Active Directory configurations, and generated patient benefit reports. I encrypted records on DVDs, managed user accounts in Active Directory, ProviderOne, and S2 Badging System, and maintained security groups. Additionally, I administered Zendesk for four brands, tracking productivity and closed tickets.
  • Aligned the file management system with HIPAA requirements, enhancing data security and ensuring compliance with regulations through FileCloud implementation.
  • Researched and replaced unsupported services with HIPAA-compliant cloud solutions, safeguarding sensitive information and improving data protection.
  • Developed a streamlined file retention workflow and user permissions, optimizing data management and access control in line with HIPAA updates.
  • Coordinated project management efforts for FileCloud, successfully launching the system and training users, leading to a smooth transition and adoption.
  • Hardened security compliance by implementing an access management system for patient information, significantly reducing unauthorized access incidents.
  • Designed a multi-level access policy to ensure correct user permissions, enhancing operational security across employee units and minimizing risk.
  • Implemented regular permission audits, improving accountability and compliance across all departments, and ensuring only authorized personnel have access.
  • Collaborated with agencies to automate access removal for separations, streamlining processes and increasing security efficiency in personnel transitions.
  • Reduced network vulnerabilities and improved user experience by launching a new intranet site, facilitating secure information sharing and collaboration.
  • Presented risks of outdated systems to upper management, securing approval for upgrades that improved overall system security and reliability.
  • Liaised with leadership to determine project requirements, ensuring alignment with organizational goals and successful vendor appointment.
  • Collaborated with the vendor to set up correct user permissions, achieving timely project milestones and enhancing user satisfaction.
  • Reviewed the application regularly for security patches, maintaining compliance and reducing vulnerabilities, ultimately strengthening overall security posture.

Technical Support Specialist

Vanderhowen and Associates
04.2015 - 01.2016
  • Provided expert assistance to users by troubleshooting and resolving technical issues related to software, hardware, and network systems, ensuring optimal performance and user satisfaction. Managed account configurations, maintained security protocols, and contributed to system documentation and user training initiatives.
  • Collaborated with clinicians to correct rejected patient data, enhance submission accuracy, and compliance for King County healthcare records.
  • Diagnosed and fixed patient benefit errors, improving access to essential healthcare services and reducing processing delays.
  • Assisted in creating and configuring user accounts, streamlining onboarding processes, and increasing operational efficiency for new employees.
  • Imaged laptops for deployment, ensuring users receive updated equipment and software, improving performance and productivity.
  • Provided technical support to users remotely and on campuses, increasing user satisfaction and significantly reducing downtime.
  • Managed user accounts in Active Directory, ProviderOne, and S2 Badging System, ensuring secure access control and compliance with organizational policies.
  • Established and maintained security groups, assigning permissions to protect sensitive information and streamline file sharing.

PC Technician

Jacobs
Bellevue, WA
01.2008 - 04.2015
  • Company Overview: (Civil Engineering Firm)
  • Diagnosed and resolved hardware and software issues while providing technical support and managing installations and upgrades.
  • Successfully imaged, deployed software, and deployed 50 computers in 3 days.
  • Established strong relationships with clients through clear communication and consistent follow-up regarding any ongoing technical concerns.
  • Managed inventory of hardware components, maintaining an organized workspace with necessary resources readily available.
  • Customized setups for individual users based on their unique needs, enhancing overall productivity levels within the organization.
  • Improved efficiency by providing remote support to end-users, addressing concerns in a timely manner.
  • Enhanced system performance by troubleshooting and resolving hardware and software issues.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Managed system-wide operating system and software deployments as well as related software upgrade problems.
  • Maintained office PCs, networks and mobile devices.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Restored data on computers and office machines.

Education

Master of Science - Cyber Security And Information Assurance

Western Governors University
Salt Lake City, UT
08-2021

Skills

  • Active Directory management
  • Troubleshooting skills
  • Technical support expertise
  • End user support
  • Ticketing system proficiency
  • Continuous learning attitude
  • Help desk experience
  • Adaptability to change
  • Documentation skills
  • Software installation
  • IT security best practices
  • Software upgrades
  • Incident management
  • Hardware diagnostics
  • Vendor coordination
  • Emergency response
  • Mobile device support
  • Systems management
  • Virus and malware removal
  • System administration
  • Infrastructure planning
  • Data backup management
  • Advanced troubleshooting
  • Software installations
  • Patch enforcement
  • Service troubleshooting
  • Technology training
  • Desktops expertise
  • Printer configuration
  • Applications
  • Remote desktop assistance
  • Operating systems
  • Remote assistance
  • Asset inventory management
  • Teamwork and collaboration
  • Customer service
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Microsoft windows and office
  • Multitasking Abilities
  • Reliability
  • Organizational skills
  • Excellent communication
  • Network support
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Remote support
  • Help desk support
  • Relationship building
  • Desktop support
  • Friendly and patient
  • Troubleshooting network issues
  • Task prioritization
  • Technical issues analysis
  • Self motivation
  • Network configuration
  • Technical troubleshooting
  • Interpersonal skills
  • Analytical thinking
  • Risk assessment
  • Professionalism
  • Application support
  • Time management abilities
  • Continuous improvement
  • Adaptability
  • Collaborative team player

Certification

  • CompTIA Security+, 12/01/17, renewed
  • EC Council Certified Ethical Hacker, 07/01/21, renewed
  • ISC2 Certified in Cybersecurity, 10/01/22, renewed
  • ISC2 Cybersecurity Exam Development Volunteer, 02/01/23, does not expire
  • Responding to a Breach Certificate, 10/01/24, does not expire
  • Cryptography Certificate, 10/01/24, does not expire
  • Crowdsourced Security Certificate, 11/01/24, does not expire
  • Malware Analysis Certificate, 11/01/24, does not expire
  • CompTIA CySA+, In progress

Timeline

Desktop Support Analyst

MultiCare
08.2020 - Current

Technical Support Specialist

Navos
01.2016 - 08.2020

Technical Support Specialist

Vanderhowen and Associates
04.2015 - 01.2016

PC Technician

Jacobs
01.2008 - 04.2015

Master of Science - Cyber Security And Information Assurance

Western Governors University

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations

  • Order of the Sword & Shield Honor Society Omicron Sigma Sigma
  • The National Society of Leadership and Success, 2024, Present, Selected by campus administration to participate among top students in a leadership program.

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCareer advancementWork from home optionPaid time offPaid sick leave401k matchHealthcare benefitsPersonal development programs

Information Technology Competencies

  • Systems: Windows PC, Windows Server
  • Software: MS Word/Excel/PowerPoint/Outlook, PDQ Deploy, PDQ Inventory, Unitrends, Active Directory, Hyena, Rapid7, Tenable Nessus, PowerShell, Group Policy, Adobe Acrobat/Reader, BitLocker, Zendesk, ServiceNow, Porteus Kiosk, JamF, SharePoint

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