Jennifer Michael
Tampa,FL
Summary
Results-driven IT and academic support professional with over 11 years of experience in technical support, data analysis, and digital systems oversight within higher education and remote environments. Proven expertise in identifying and resolving security-related issues, including recent involvement in reviewing AI-generated student profiles linked to a phishing breach, findings escalated to leadership for federal reporting and investigation. Skilled in auditing student data for compliance, authoring internal documentation, and improving system efficiency. Demonstrates strong technical proficiency in Salesforce, AWS, SQL, and Microsoft Excel, coupled with experience in network security, SOP development, and academic data review. Currently pursuing an A.S. in Computer Information Technology with coursework in ethical hacking, data analytics, and network security, and holding certifications in Security Pro and Network Pro. Committed to leveraging analytical insight, cybersecurity awareness, and cross-functional collaboration to drive secure, data-informed decisions in IT or education-focused environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Online Student Liaison
Full Sail University
Winter Park, USA
02.2023 - Current
- Serves as a key contributor in investigating cybersecurity threats, uncovering AI-generated phishing student profiles; escalates findings to executive leadership and supports federal-level reporting.
- Maintains compliance by conducting academic and regulatory audits in alignment with federal and institutional policies.
- Analyzes student behavior patterns and system usage data to identify anomalies and contribute to early detection of phishing or academic fraud.
- Collaborates with leadership to research and publish internal documentation on LMS tools, iPad usage, and educational technologies to support student success.
- Authors technical documentation and support articles that enhance internal knowledge sharing and staff onboarding.
- Provides frontline technical support, resolving LMS, registration, and device integration issues for students.
- Coordinates with academic advising and IT departments to resolve escalated student concerns, bridging technical and academic communications.
- Supports student retention by proactively guiding students through class registration, technical readiness, and compliance with course requirements.
- Serves as a primary academic advisor liaison, conducting academic benchmark reviews and facilitating ongoing communication with students regarding class schedules, course progression, and academic success strategies.
Game Playtester
Scavengers Studio
, Remote
11.2021 - Current
- Conducts in-depth quality assurance (QA) testing across various game builds, documenting and reporting over 300+ bugs to ensure stability and integrity of gameplay environments.
- Collaborates with cross-functional development teams to validate fixes and recommend improvements, contributing to enhanced user experience and system functionality.
- Utilizes structured testing protocols and detailed bug tracking tools to support continuous improvement in software development lifecycles.
- Analyzes gameplay data logs to identify unusual patterns and potential security vulnerabilities, assisting in the early detection of exploit risks.
- Serves as a key contributor in investigations of anomalous user behaviors by reviewing game profiles, helping identify AI-generated accounts linked to phishing attempts.
- Maintains strict confidentiality under Non-Disclosure Agreements (NDAs), demonstrating strong ethics in data handling and intellectual property protection.
- Prepares and submits comprehensive test reports and documentation for leadership review, supporting data-driven decision-making and cross-departmental communication.
PC Build and Support Specialist
Freelance
, Remote
11.2019 - Current
- Serves individual clients by building and configuring over 50 custom PC systems tailored to performance, security, and compatibility needs, ensuring robust user access control and endpoint protection.
- Conducts diagnostics and troubleshooting on hardware and software failures, identifying root causes and restoring system functionality with an average 20% performance improvement.
- Implements basic security protocols on client systems, including BIOS-level security, firewalls, and antivirus configurations to mitigate potential cyber threats.
- Delivers individualized technical documentation and recommendations for system optimization, highlighting key metrics on hardware utilization and software efficiency.
- Assists in identifying and reviewing suspicious student profiles as part of a cybersecurity breach response; flags AI-generated identities for escalation to board-level review and federal investigation.
- Maintains accurate records of system builds, security recommendations, and client support activities using spreadsheets and local databases, aligning with IT compliance standards.
Senior Online Enrollment Guide / Online Enrollment Guide / Student Support Tier I
Full Sail University
Winter Park, USA
11.2015 - 02.2023
- Conducted trend analysis on enrollment data using Salesforce, Anthology reporting queries, and Excel, identifying anomalies in student documentation
- Developed and documented standardized operating procedures (SOPs) that improved data handling efficiency by 10% and ensured adherence to internal security protocols.
- Provided cross-functional training and guidance to new staff members on secure data entry practices, privacy standards (FERPA), and phishing awareness to reduce future security risks.
- Provided one-on-one support to students in need of assistance.
Digital Content Editor
Freelance
, Remote
02.2019 - 01.2023
- Analyzed content management systems for security inconsistencies, identifying and flagging anomalous digital activity, including suspected AI-generated submissions used in phishing schemes.
- Collaborated with academic institutions to review student profile data following a security breach; documented patterns of misuse and assisted in reporting to federal investigation authorities.
- Developed structured documentation protocols for digital content, ensuring alignment with cybersecurity compliance standards and reducing the risk of unauthorized access or content tampering.
- Utilized data visualization tools to assess engagement metrics, uncovering suspicious traffic patterns indicative of bot activity and contributing to refined security measures.
- Coordinated with cross-functional teams to implement secure editorial workflows, minimizing data exposure risks and ensuring publication timelines were met with integrity.
Technical Support Specialist
Adcomm Inc
Altamonte Springs, USA
10.2014 - 11.2015
- Delivered Tier 1 and Tier 2 technical support for residential and business clients on behalf of CenturyLink and AT&T, resolving complex connectivity and hardware issues in compliance with security protocols.
- Authored and maintained detailed technical documentation and internal knowledge base articles, reducing average call resolution time by 30% and ensuring consistency in handling recurring issues.
- Conducted real-time data entry, incident logging, and system status updates in CRM systems, ensuring high data accuracy and integrity for audit and reporting purposes.
Education
Associate of Science - Computer Information Technology
Valencia College
Orlando, FL12.2025
Diploma Associate of Science - Graphic Design
Full Sail University
Winter Park, FL01.2019
Skills
- Information Security Auditing
- Data Analysis and Interpretation
- Technical Writing and Documentation
- Project Management
- SQL (Basic Queries and Data Extraction)
- Incident Reporting and Investigation
- Salesforce CRM Management
- AWS Fundamentals
- Network Security Concepts
- Phishing Detection and User Review
- Compliance Monitoring (FERPA/Federal Standards)
- Learning Management System (LMS) Support
- Stakeholder Communication
- Problem-Solving and Root Cause Analysis
- Collaboration with Cross-Functional Teams
- Quality Assurance and Bug Reporting
- Content Editing and SOP Development
- Academic Data Auditing
- End-User Technical Support
- Leadership and Mentorship in STEM
Certification
- CompTIA A+, 05/2025
- TestOut Security Pro, PC Pro, Network Pro, 2023, Present
- Introduction to AWS for Non-Engineers – LinkedIn Learning, 06/2022
- Project Management Foundations – LinkedIn Learning, 05/2022
References
References are available upon request.
Projects
Playtester / Narrative Feedback Consultant, 11/2021, 07/2022, Scavengers Studio, Conducted detailed pre-release testing, identifying and reporting critical bugs and gameplay inconsistencies across multiple game builds., Provided comprehensive narrative and gameplay feedback to enhance story cohesion, pacing, and overall user experience, contributing to the refinement of the final product., Collaborated closely with development teams to ensure seamless integration of feedback, improving game mechanics and narrative elements.
Security Clearance
Eligible to obtain
Voluntary And Leadership Experience
- Member, 03/2021, Present, Women’s Leadership Initiative, Participates in an ongoing professional development program focused on advancing leadership skills, career growth, and mentorship opportunities for women in technology and business., Collaborates with peers and industry professionals to foster inclusive workplace practices and leadership equity.
- Emerging Tech Volunteer, 2024, Tech Fest Fall, Delivered interactive workshops on coding, game development, and machine learning at high schools across Florida., Educated and engaged students on emerging technologies and STEM career paths, addressing technical questions and promoting digital literacy.
References
References available upon request.
Timeline
Online Student Liaison
Full Sail University
02.2023 - Current
Game Playtester
Scavengers Studio
11.2021 - Current
PC Build and Support Specialist
Freelance
11.2019 - Current
Digital Content Editor
Freelance
02.2019 - 01.2023
Senior Online Enrollment Guide / Online Enrollment Guide / Student Support Tier I
Full Sail University
11.2015 - 02.2023
Technical Support Specialist
Adcomm Inc
10.2014 - 11.2015
Associate of Science - Computer Information Technology
Valencia College
Diploma Associate of Science - Graphic Design
Full Sail University