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Michele Cave
IT Support Specialist
Houston,TX
Work Preference
Summary
Focused IT Graduate & Support Specialist with hands-on experience in vulnerability management, Active Directory, and threat-monitoring tools like Splunk and Tenable. Proven track record managing helpdesk operations, troubleshooting technical issues, and delivering clear customer support for 50+ user accounts. Quick to adapt to new technologies to streamline operations and resolve issues efficiently.
Overview
10
10
years of professional experience
Work History
IT Support Specialist
Charlie Health
Remote
05.2024 - Current
- Provided technical support for hardware and software issues, enhancing user productivity.
- Diagnosed and resolved system errors using ticketing systems to track issues effectively.
- Assisted in the implementation of IT policies and procedures to ensure compliance.
- Trained end-users on new technologies, improving adoption rates across departments.
- Documented procedures and solutions in the knowledge base, streamlining future support efforts.
- Used a ticketing system (Jira) to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software, and network issues.
- Created user accounts and assigned permissions.
- Specific use of the following applications: Five9, Consensus, Spruce, Google Workspace, Tableau, Slack, Zoom, etc.
Junior IT Engineer
Ultraviolet Cyber
McLean, Virginia
07.2022 - 09.2023
- Experience with Active Directory assisting with user onboarding, troubleshooting access issues, and privilege management for over 30 individuals
- Managed and supported vulnerability management services using Tenable IO by providing daily delivery of vulnerability reports, troubleshooting, and vulnerability management support for over 50 accounts
- Experience completing onboarding for all new users within the W@tchTower product and JIRA
- Used Splunk queries to search and analyze logs
- Assisted in updating and onboarding heavy forwarders and provided troubleshooting guidance.
- Provided secondary training to personnel struggling with technological tools and systems.
- Contributed to the establishment of IT policies and best practices aimed at ensuring consistent service quality across all departments.
- Collaborated with cross-functional teams to develop innovative software applications, driving business growth.
- Reduced downtime by proactively monitoring systems and conducting regular maintenance tasks.
- Identified and corrected system faults to minimize operational system downtime.
- Conducted training sessions for end-users on new software applications to promote efficient adoption of technology tools.
- Provided professional services and support in a dynamic work environment.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently to complete all tasks within deadlines.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Security Operations Center Intern
W@tchtower
McLean, Virginia
06.2022 - 07.2022
- Shadowed SOC analysts and gained knowledge on documentation, investigation, and escalation process for verifying alerts
- Expanded knowledge and worked in teams to provide weekly written reports and presentations on key concepts like networking basics, malware, and encryption
- Provided a final report and presentation on important concepts for vulnerability management and the role and capabilities of Tenable IO.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Explored new technologies and approaches to streamline processes.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Analyzed problems and worked with teams to develop solutions.
- Collaborated with senior management on new initiatives to build confidence.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Completed research, compiled data, updated spreadsheets and produced timely reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Managed time efficiently to complete all tasks within deadlines.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
Help Desk Technician
Treeline Inc aka Sugarshot
Los Angeles, CA working remotely
05.2025 - Current
- Resolved technical issues by troubleshooting hardware and software problems for end-users.
- Provided timely support through the Jira ticketing system, ensuring efficient resolution of customer inquiries.
- Assisted in the onboarding of new employees by setting up user accounts and access permissions.
- Coordinated with IT teams to implement system updates and enhancements for improved performance.
- My job duties did not change with the change of employers. Sugarshot took on Charlie Health's IT department, and I continue to provide the same level of service through Sugarshot that I did when I worked exclusively for Charlie Health.
- Transitioning to Sugarshot from Charlie Health brought on the additional use of Connectwise (used to track our timesheets) and Microsoft Teams.
Help Desk Technician
Frontline Managed Services
Creve Coeur, MO
03.2022 - 06.2022
- Experience with ServiceNow ticketing system to troubleshoot computer and printer issues as well as offer advice with formatting of Microsoft Word documents
- Remote access troubleshooting, Determining cause of computing issues, following up with customers to ensure issues are resolved
- Microsoft Office Specialist - Word Associate certificate acquired in March 2022.
Help Desk Technician
iCall Services
Oglesby, IL.
11.2016 - 08.2017
- Help desk technician for employer-based education benefits
- Assisted customers with applying for reimbursement of tuition and books
- Troubleshoot minor computer issues, formatting issues for documents, and proof of grades.
- Walked individuals through basic troubleshooting tasks.
- Offered assistance in implementing and developing training programs.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving.
- Used ticketing systems to manage and process support actions and requests.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Translated complex technical issues into digestible language for non-technical users.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided basic end-user troubleshooting and desktop support.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
- Served as a knowledgeable resource for colleagues seeking advice on complex technical problems or projects.
- Worked flexible hours across night, weekend, and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organized and detail-oriented with a strong work ethic.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently to complete all tasks within deadlines.
- Provided professional services and support in a dynamic work environment.
Education
Bachelor's Degree - Information Technology
South University
Savannah, GA02.2022
Skills
- Access issue resolution
- Active Directory
- Active listening
- Application support
- Attention to Detail
- Complaint resolution
- Connectwise
- Consensus
- Critical Thinking
- Customer Service
- File Management
- Five9
- Google Workspace
- Hardware Troubleshooting
- Information Security
- Issue escalation
- IT Compliance
- IT Performance Management
- IT Problem Management
- IT support
- JIRA
- Mac systems
- Microsoft O365
- Microsoft Outlook
- Mobile device management
- PowerShell
- Problem Solving
- Remote support
- Remote technical support
- Slack
- Splunk
- Spruce Health
- Technical Documentation
- Technical Troubleshooting
- Tenable
- User credential management
- User guidance
- User training
- Verbal and written communication
- Virtual and Cloud Technologies
- Vulnerability Management
- Windows 10
- Windows 11
Timeline
Help Desk Technician
Treeline Inc aka Sugarshot
05.2025 - Current
IT Support Specialist
Charlie Health
05.2024 - Current
Junior IT Engineer
Ultraviolet Cyber
07.2022 - 09.2023
Security Operations Center Intern
W@tchtower
06.2022 - 07.2022
Help Desk Technician
Frontline Managed Services
03.2022 - 06.2022
Help Desk Technician
iCall Services
11.2016 - 08.2017
Bachelor's Degree - Information Technology
South University