Leela Talbott
Avatara
Collinsville,US
1
Certification
3
years of professional experience
Detail-oriented IT professional with an Associate’s degree in Cyber Security and Networking and one year of hands-on experience in end user support and network operations. Skilled in troubleshooting hardware and software issues while implementing security best practices. Strong track record of task ownership and collaboration. Seeking to advance in Cyber Security or IT Technician roles to enhance skills in security and infrastructure.
Work History
Level 1 Helpdesk Agent
7 Months- Resolved incoming support tickets, troubleshooting hardware, software, and connectivity issues.
- Documented incidents and resolutions in the ticketing system for accurate case tracking.
- Documented incidents and resolutions in ticketing system for accurate case tracking.
- Escalated complex issues to higher-tier support with clear diagnostics and troubleshooting notes.
- Assisted users with remote support tools, guiding steps to restore device functionality.
- Increased first-call resolution rate through effective problem-solving and clear communication skills.
Title Searcher
9 Months- Maintained good standing of all deeds and liens to uphold legal integrity.
- Analyzed county and state land records for accuracy and compliance.
- Investigated ownership history to verify property titles.
- Collaborated with local government offices to streamline information retrieval.
IT Intern
1 Year 1 Month- Provided first-line support for hardware, software, system, and connectivity issues across ten municipal locations, ensuring prompt and effective resolution of tickets.
- Supported the implementation of Collinsville's first forensic access tool, enabling the extraction of encrypted data from mobile devices to enhance investigative capabilities.
- Efficiently managed help desk tickets throughout their lifecycle using Ninja RMM, ensuring timely resolution and optimal system performance.
- Conducted citywide inventory of 318 IT assets to implement patch management and endpoint protection solutions.
- Developed phishing and QR campaigns utilizing KnowBe4, contributing to a 42% decrease in organization’s phish-prone percentage.
- Provided desktop support for Windows operating systems and applications across departments, including law enforcement, fire and EMS, municipal government, parks and recreation, and convention center facilities.
- Managed accounts and ensured network security by utilizing Active Directory and Microsoft Office 365 for user administration, troubleshooting, and system support.
- Executed security upgrades and implemented remediations identified by system administrators to enhance overall network and system protection.
Education
Associate of Applied Science - Cyber Security and Networking
High School
Skills
Asset tracking
Troubleshooting
Incident resolution
Network connectivity
Task ownership
IT asset management
Customer support
Asset management
Mobile device support
Problem Solving
Task ownership
Detail Oriented
Affiliations
American Heritage Girls Troop Leader
Certification
CompTIA Security + SY0-601
Timeline
Level 1 Helpdesk Agent
Avatara
03.2026 - CurrentRead More
Title Searcher
Allied Capital Title
05.2025 - 02.2026Read More
IT Intern
City of Collinsville
07.2023 - 08.2024Read More
Collinsville High School
High School
Read More
Southwestern Illinois College
Associate of Applied Science from Cyber Security and Networking
Read More