Janae Snyder
Parkersburg,WV
Summary
A seasoned IT professional with five years of combined experience in IT Help Desk Analyst and Desktop Technician roles, now pursuing a career transition into a Security Engineer position. Possessing a comprehensive understanding of IT infrastructure and security protocols, with a proven ability to troubleshoot technical issues and ensure the smooth operation of desktop systems. Demonstrated expertise in identifying and addressing security vulnerabilities, implementing effective security solutions, and conducting thorough risk assessments. Skilled in collaborating with cross-functional teams to develop and enforce security policies and procedures. A proactive and detail-oriented individual committed to staying updated with the latest cybersecurity trends and technologies. Ready to leverage extensive experience and analytical skills to enhance organizational security posture and mitigate potential risks effectively.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Desktop Technician
Day & Zimmermann
08.2023 - Current
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Track and resolve customer incidents and requests through ServiceNow.
- Troubleshoot and resolve hardware and software issues for Windows devices.
- Backup, restoration, and migration of user data.
- Printer and peripheral device support.
- Inventory management of IT assets including asset auditing.
- Staging / installation / maintenance of equipment such as PC's, wireless devices and peripherals, performance testing / tuning of equipment and operating systems, creation / maintenance of user accounts, administration and troubleshooting
IT Help Desk Technician
Eastern Gateway Community College
07.2019 - 07.2023
- Provide first-tier technical support for students, faculty, and staff using live chat, email tickets, phone calls, and remote software.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Complete assigned help desk tickets according to the service level agreement and escalate, as necessary.
- Streamlined help desk operations by implementing an effective ticket management system.
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Provide technical support for the learning management system (LMS).
- Keep current regarding technology issues and utilize this knowledge in the performance of duties.
- Managed high levels of call flow and responded to various technical support needs.
Work Study Student
Eastern Gateway Community College
12.2018 - 07.2019
- Collaborated with team members on various tasks, demonstrating adaptability and flexibility in different work situations.
- Contributed to a positive work environment by maintaining strong relationships with peers, supervisors, and students.
- Utilized strong time management skills to balance multiple responsibilities effectively while maintaining high-quality results.
- Install & update computers, install phones, troubleshoot, clean computers, and maintain printers.
- Work with student applications and testing, schedule appointments, and general clerical work.
Education
Bachelor of Science - Information Technology
Pittsburgh Technical College
Oakdale, PA05.2023
Associate of Science - Information Technology
Eastern Gateway Community College
Steubenville, OH06.2020
Skills
- Active Directory
- Azure
- Bash
- Citrix
- Cybersecurity
- Digital Forensics
- Ethical Hacking
- Incident Response
- Java
- Linux
- Network Security
- Nmap
- Object Oriented Programming
- PowerShell
- ServiceNow
- SQL
- VirtualBox
- VMWare
- Wireshark
Certification
CompTIA CySA+ | 2023
CompTIA Security+ | 2022
ISC2 Certified in Cybersecurity | 2022
TestOut Server Pro 2016: Networking | 2019
Timeline
Desktop Technician
Day & Zimmermann
08.2023 - Current
IT Help Desk Technician
Eastern Gateway Community College
07.2019 - 07.2023
Work Study Student
Eastern Gateway Community College
12.2018 - 07.2019
Bachelor of Science - Information Technology
Pittsburgh Technical College
Associate of Science - Information Technology
Eastern Gateway Community College