Michele Cave
IT Engineer
Houston,TX
Summary
Focused Information Technology graduate with experience in Vulnerability Management and IT. Self-starter with experience in utilizing critical thinking, problem-solving skills, and experience in Splunk, Active Directory, and Tenable to provide over 50 accounts with vulnerability management solutions, customer service, troubleshooting guidance, and IT support. Focused IT Engineer dedicated to staying apprised of all new engineering tools and techniques. Committed to applying emerging technologies to streamline product development and business operations. Adheres to ascribed business and engineering goals by driving constant process innovation and iterative improvements.
Overview
7
7
years of professional experience
Work History
Junior IT Engineer
Ultraviolet Cyber
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
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
Frontline Managed Services
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
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
- Vulnerability Management IT support Active Directory Python Problem Solving Critical Thinking Splunk Tenable Customer Service Power Shell JIRA Google Workspace Slack Microsoft Office
- Network infrastructure administration
- IT Compliance
- File Management
- IT Performance Management
- Technical Troubleshooting
- Attention to Detail
- IT Problem Management
- Information Security
- Virtual and Cloud Technologies
- Technical Documentation
- Hardware troubleshooting
- Google Docs
Timeline
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
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