MANSI PANDYA
Sugar Hill,United States
Summary
Experienced Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise. Computer security professional with six months of progressive experience in cyber security industry. Demonstrated skill identifying business risks and compliance issues and designing proactive solutions. Background designing and implementing layered network security approaches. Currently willing to enroll for Support Engineer or Jr. Cyber Security Auditor role.
Overview
3
3
years of professional experience
1
1
Certification
Work History
cyber security auditor
360 Smart Networks
05.2023 - 10.2023
- Identify vulnerabilities in the company's network infrastructure and develop strategies to mitigate risks
- Develop and maintain strong relationships with clients to ensure successful audits and ongoing security assessments
- Conduct regular cybersecurity training and awareness programs for employees to enhance their knowledge and understanding of potential threats and best practices in cybersecurity.
- Developed, implemented and documented security programs and policies and monitored compliance across departments.
- Collaborates with key stakeholders to identify and report critical controls, data analysis, design tests procedures, and issues encountered.
- works independently with minimal help and helpful to other team members.
- Planned audits and audit activities to allocate necessary resources and determine consistency of plans with audit objectives.
- Performed observations and evaluated supporting documents to supplement audit findings.
- Followed established auditing processes to meet internal and regulatory requirements.
Support Engineer
360 Smart Networks
05.2022 - 05.2023
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Documented technical issues in IT Glue and solutions to enable tracking history and maintain accurate logs.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Connected to computer of client using Connect Wise Automate and screen connect to install programs and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions using Active Directory,Microsoft 365 admin center, Exchange and Entra.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs using Connect Wise Manage.
Help Desk Agent
Cricket Wireless
Atlanta, GA
03.2021 - 01.2022
- Engaged with customers, defined needs, and
- Ered technical resolutions to common phone or wireless issues
- Leveraged active listening to understand concerns, develop a course of action, and restore functionality as well as customer confidence
- Utilized extensive knowledge of Cricket producers, services, and plans to assist customers
- Achieved and exceeded client service goals with every interaction
- Updated customer accounts and demographic information while adhering to confidentiality practices
- Informed customers of additional plans, services, or products to expand the client relationship
- Received periodic training regarding new technical approaches and resolution tactics
- Accomplished high levels of customer satisfaction on a consistent basis
- Conduct research on the latest phone models and wireless technologies to stay updated on industry trends and provide knowledgeable assistance to customers
- Provide exceptional customer service by promptly and e ciently resolving customer issues and inquiries
- Collaborate with other Help Desk Agents to develop and maintain a comprehensive knowledge base of common phone and wireless issues, resolutions, and troubleshooting techniques
- Collaborate with team members to create and update documentation for troubleshooting common phone or wireless issues, ensuring that accurate and up-to-date information is readily available for reference
- Identify and escalate priority issues to Tier 2 support for timely resolution
Education
Bachelor of Computer Science - Cyber Security
Georgia Gwinnett College
Skills
- Technical Analysis
- Identity and access management
- Web Security
- Hardware and Software Installation
- Project Coordination
- Technical Documentation
- Troubleshooting Skills
- Internal threat operations
- Problem Diagnostics
- Computer User Assistance
- Risk assessment advisory
- Multitasking Abilities
Certification
Microsoft Certified: Azure Fundamentals.
Microsoft Certified: Azure Administrator Associate.
Microsoft Certified: Azure Security Engineer Associate.
Timeline
cyber security auditor
360 Smart Networks
05.2023 - 10.2023
Support Engineer
360 Smart Networks
05.2022 - 05.2023
Help Desk Agent
Cricket Wireless
03.2021 - 01.2022
Bachelor of Computer Science - Cyber Security
Georgia Gwinnett College
Microsoft Certified: Azure Fundamentals.
Microsoft Certified: Azure Administrator Associate.
Microsoft Certified: Azure Security Engineer Associate.
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