Mercedes Brown

• Serve as the primary technical advisor for enterprise and regulated-industry clients, including government agencies, healthcare organizations, and legal firms. Lead secure onboarding, account strategy, and lifecycle management while identifying security gaps and recommending appropriate hosting, cybersecurity, and infrastructure solutions.
• Conduct security-focused technical reviews, infrastructure health checks, and risk assessments, contributing to a 90% reduction in escalations. Collaborate closely with sales, product, engineering, and security teams to deliver scalable solutions, support expansions and renewals, and clearly communicate technical risk, compliance considerations, and ROI to stakeholders.

• Assisted patients with daily care while supporting nursing staff in clinical environments

• Maintained strict confidentiality and compliance with healthcare privacy regulations
• Coordinated with interdisciplinary care teams to communicate patient needs and updates
• Observed clinical workflows that rely on electronic health record systems and patient documentation
• Developed strong communication skills working with both patients and medical professionals

• Delivered hands-on cybersecurity support for global customers by implementing and managing website and application security solutions. Performed vulnerability assessments, firewall configuration, encryption validation, and system audits to reduce attack surfaces and protect sensitive data.
• Proactively identified security gaps and upsold appropriate security products and services based on customer risk profiles. Investigated security incidents, remediated compromised systems, and educated customers on best practices, resulting in improved security posture and reduced repeat incidents.

• Provided Microsoft 365 email administration and security support for small businesses, government offices, healthcare providers, and legal organizations. Managed email configurations, user access, deliverability, and security controls in high-volume production environments.
• Led investigations into compromised email accounts and affected devices, identifying phishing and malware threats, removing malicious access, and restoring secure operations. Regularly assessed customer environments to identify security gaps and upsold email security, backup, and protection solutions, increasing product adoption and customer retention.

• Provided day-to-day IT support for office hardware and software environments. Assisted end users with workstation setup, operating system support, office productivity software, printers, and peripheral devices.
• Diagnosed and resolved issues related to desktops, laptops, network connectivity, and user access using ticket-based workflows. Documented resolutions and escalated complex issues as needed to ensure minimal downtime and continuity of business operations.

• Provided technical support for office hardware and software environments, supporting daily IT operations and end-user needs. Assisted with onboarding new employees by preparing workstations, configuring user access, and ensuring availability of required applications and systems.
• Installed, configured, and maintained desktops, laptops, printers, and peripherals. Resolved operating system, application, and connectivity issues while documenting incidents and collaborating with internal teams to improve service delivery.