Mekiala Flight-Knowles

Maintain daily operational support for the tracking, management, and timely resolution of requested IT services while providing technical support assistance to end users, and for reported County incidents.

• Provide skilled knowledge and troubleshooting for incidents and provide service level coordination for requests, responsible for first contact support at the IT Service Desk.
• Perform Remote Desktop support through a few centralize servers.
• Carry out operational process support for user identity management, user account provisioning, system access, and password management.
• Assist efforts to create and modify IT Service Desk processes and documentation prior to new system rollout to ensure the IT Service Desk is ready to handle the release.

Duties included providing support to end users and managers via a range of tasks related to communication and organization, data entry and configurations while maintaining all COVID-19 clinic event creation forms.

• Utilized OTRS ticketing system for all help desk requests submitted by employees.
• Used discretionary judgement within known parameters to install, maintain, and support basic to moderately complex systems for end users and technology stakeholders.
• Created and configured over 150 COVID clinics using criteria checks and conditional logic in JotForm to aid data quality.
• Perform basic system, service, and account management to ensure ability for users to function effectively and efficiently in utilizing technology solutions.

As Alcohol Enforcement assisting and acknowledging up to 70,000 guests depending on the event in a friendly and courteous manner in and around the grounds or the stadium, while maintaining a safe friendly customer service environment for all guest.o Prevent Guests from hurtful/ damaging activity to themselves or other attendees

• Maintain a safe environment for all Guests; prevent theft, scalping tickets and property damage
• Observe, assist and document all incidents throughout the event
• Effectively tailor communication based on different customer needs
• Identify and appropriately deal with intoxicated individuals per protocol

My primary duties were dealing with over thousands of phishing emails and other malicious activity that might were coming through the network while figuring out ways to stay ahead of the attackers with proactive blocking. While also focusing on the Big 5 APT groups, while also keeping an eye on others as well.

• Analyzed incoming messages such as potential phish and imposter spoofs that were deemed suspicious from either Premera employees or blocking tactics that were already in place.
• Used Threat Intelligence from internal and external teams for proactive blocking.
• Assisted with pivoting on Indicators of Compromises (IOCs).
• Shadowed other departments within their Information Technology department those being Risk & Compliance, Identity Access Management, and Platform Security.